S-Casino stole my 2700£

RESOLVED
posted on May 26, 2014.

I got 10 £ of no deposit bonus and wagered it 99x in compliance with terms and conditions, then I had 550 £ in my account. For withdrawing of more than 500£ I needed to deposit 100 £. So I deposited 100 £. After this I got the first deposit bonus and wagered it, so I played slots and won 2700 £. When I withdrew some of my winnings, the casino wanted my documents, and I sent it. They accepted my bill, but requested the back page of my ID, so I sent it too. The casino accepted it and said that they’ll send my money in 4 days. When the 4d day came, they requested my photo with holding my ID document in my hand. Just before sending those photos the casino closed my account and didnt want to send my money. Downright they’re kidding me and seized my 2700 £. Also I want to remark that I have just one account in Swiss casino and didnt abuse any terms and conditions. Our mails are as the following:

Dear David,

Thank you for contacting Customer Service.

Please note that we have received your documents and approved the copy of your proof of address.

In regards to the copy of your ID, however, note that in order to be able to approve it, we also need you to send us a copy of the back side of the document.

If you have any further questions, do not hesitate to contact us. Our Customer Service Support is available to you 24/7.

Thank you for choosing us as your online gaming site.

Best Regards,
Tsveti
Customer Service
Have Fun and Gamble Responsibly



Dear David,

Thank you for contacting Customer Service.

We appreciate your cooperation and would like to notify you that the back copy of your ID has been verified and securely stored. Please note that now that it is approved, you will not need to send it again.

Regarding your withdrawal request for the amount of £640.00 (request code is: 4213476), please note that we need 4 days for checks. If approved and once processed on our end, depending on the payment option you choose, there is a different period in which the money reaches you after we process it. In your case with NETeller, you should have an instant access to your money.

You can check your cash-out status when you go to Cashier Withdraw Pending withdrawals. Once processed a payment is displayed in the Cashier Transaction history. You have to select a period no longer than 60 days to check it.

In case you have further questions, we will be more than happy to assist you. We are available 24/7.

Thank you for choosing us as your online gaming site.


Dear David,

I'm further contacting you in regards to the verification of your account in our casino, username SWR65063862.

In accordance with our security procedures, we kindly ask you to provide us with photocopies of an alternative government issued ID, such as your passport.

Alternatively, please provide us with images where you are seen holding the ID you previously sent us. If you are to provide us with said image, in addition to this, please also send us images of both the front and backside of the document.

You can take the required pictures with a digital camera, attach them to an e-mail and send them to [email protected] Please make sure that all 4 corners of each document are visible on the pictures, and that all information is easily readable. Have in mind that the size of the files should not exceed 5MB.

Your cooperation is appreciated.


In case you have further questions, we will be more than happy to assist you. We are available 24/7 by email, chat and phone.

Thank you for choosing us as your online gaming site.

Best regards,
Samuil
Customer Service
Gamble Responsibly



Dear David,

I am contacting you in regards to your account with us (username SWR65063862).

Note that as per management decision the account was closed and the amount of £2,661.25 was deducted from the balance. The reason for this decision is because the copies of the documents that you sent failed to meet our security requirements.

Furthermore note that it is stated in our Terms and Conditions of use that:

"10.6 In the event that we will suspect fraud or fraudulent activity, abuse of your Account (including Bonus abuse) on your part or any of your payments are charged back, we will have the right to withhold any pay-out or winning amounts due to you and if necessary, to lawfully collect any payments owed by you. If playing in any of the live games, in any event of suspected card counting we further reserve the right to withhold any withdrawal amount from your account which will be in excess of your original deposit. "

http:/­/ww­w.s­cas­ino.co­m/e­n/t­erm­s.html

In case you have further questions, we will be more than happy to assist you. We are available 24/7 by email, chat and phone.

Best regards,

Maria

Customer Service
Gamble Responsibly

AskGamblers
posted on June 5, 2014.

Submitter got an email from a Casino and Askgamblers, to sign a written consent to discuss this issue in public, but we didn't get an answer from him. We are considering this matter resolved.