Mr Ringo Casino - Been ignored for months, never got my withdrawal despite sending them all the info they asked for

UNRESOLVED
Emma Ashton United Kingdom
posted on September 12, 2016.

The casino is still holding 2,776 EUR that I won playing slots back in May, they asked for verification documents that I provided them and they accepted. After that they stated that they had technical issues so could not proceed with my payment. After numerous emails, they replied early in June, saying that they had technical issues again, and that the payment would be completed today (that was 6th of June) Simply they didn't pay, and the next day, 7th of June they emailed me now saying: "It has come to our attention that, in playing the casino, which does include sports betting, that your account has been detected as suspicious, regarding the general terms and conditions of Mr Ringo". Since that I have been trying to get hold of them but no luck getting through, still nothing and for the last 3 months, they have simply ignored me. Please advise me how to complete my claim against them, and hopefully resolve here, or escalate to their license provider for being a fraudulent operation.

posted on September 16, 2016.

Hi Emma,

My apologies for the delays you have encountered. In looking at your account it became apparent that you are from the United Kingdom. This country is not selectable as a country on our website, as we do not hold the correct license for the United Kingdom.

The technical team have looked into this matter, and are unable to determine how this has happened. As we do not hold the license required in the United Kingdom, then in fact our Support team were correct to suggest suspicious activity. However they should not have suggested the payment would be made.

So, although the winnings will not be able to be paid, we will refund your full deposit, and then your account will be closed.

I apologise, once again, for this matter and any inconvenience that it may have caused.

Best regards,
Mr Ringo Team

AskGamblers
posted on September 19, 2016.

Dear @emmaashton,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Emma Ashton United Kingdom
posted on September 21, 2016.

Thank you for the reply, so basically your casino does not accept UK players (now), that was not the case when I signed up - obviously! As in that case you would not have allowed me to sign up and play since I was always a UK player, registering from my UK address. Now this just proves my case that you simply refuse to pay me my winnings, and makes my claim valid. Please proceed with the payment to my account, as you can see that your excuses are simply just changing all the time, and are not valid. Regards

Emma