Won't let me request a withdrawal after big win claiming 'technical issues'

On 17 July I sent a withdrawal request for 1081 pounds and immediately I was asked to send the documents to verify the account to process the withdrawal, which I did immediately after receiving an email saying that the documents had were sent for verification. is July 19 and I have not received any response from the casino and no payment has been finalized in my account. I am a regular player and I have played on several sites and I have not encountered this problem. it's the first time I'm asked to send a picture of the bulletin in my hand, which seems to me a jerk.what happens with my payment?

On the 4th of April i have submitted a withdraw request for $ 3100 and immediately was requested to send documents to verify the account in order to process the withdraw which i did same time , three days later i received an email requesting me to send one more document of a photo of me holding a passport ( which was not requested previously ) and have sent that document on the 9th and i was told by live support that it should take 6-12 hours to verify that last document. It is the 14th of april now and still i have received not one reply from the casino and i talked to support 3 times and i get the same answer everyday that i they will send a reminder to the team and that i they apologize for the delay , even sent multiple complain emails with no reply . I am a regular online gambler and have played in many sites this one of the worst verification processes i have encountered and first time i was requested to send a photo of me holding a passport which i don't mind but it should have been requested on the withdraw document email i received once i made the withdraw to not waste time . I wouldn't suggest anyone to play in this site and will close the account once the withdraw have been process which dunno how long it will take more as it have been 10 Days now .

I made a deposit on the 24/10/2017 of £100, and solely played this on Immortal Romance slot. I then requested a withdrawal, and was asked to provide documents to verify my account, which I sent through on the 01/11/2017. | hadn't heard anything back, so chased up a week later, to be told that I was part of a fraud investigation because my account had been found to have played Beautiful Bones Slot most recently. They have today sent me an email refusing to process my withdrawal, and telling me my account is closed, and this matter is considered final. I have not most recently played Beautiful bones, & I did not play with any bonus funds on my last deposit, and I have not got multiple accounts. I have copied the email below. Hi John , Thank you for your understanding while a massive investigation consisting of multiple companies and departments was conducted. As we have written before, Caribic Casino security, in conjunction with Every Matrix security, has discovered a massive attempt to defraud Caribic Casino and other casinos using multiple gaming accounts accepting bonus offers and using such bonus offers in an a coordinated scheme using the slot game Beautiful Bones. This game has been discontinued while multiple agencies and security departments continues to conduct a formal review of all gaming, players and playing patterns. As your account has been found to have played Beautiful Bones most recently, your account was apart of this investigation. Conclusion of your account in this investigation: As you clearly knew already, your gaming account has been confirmed to be one of many that have been directly linked in a group. Multiple departments and persons within these departments, have been able to independently discover irrefutable evidence of direct contact between your account and others within the group. To be clear, this investigation was not solely conducted by Caribic Casino Management. Every Matrix and Every Matrix financial processors (which funds were processed through) have also been apart of this investigation. Therefore, as we have been able to confirm your account to be acting within a designed and coordinated group to claim multiple bonuses using multiple accounts in a direct scheme to intentionally defraud Caribic Casino, this breaks our clearly written terms in several ways: https://www.caribiccasino.com/Promotions/TermsConditions/casino/fdb201604 12. All bonuses are issued only once per account, computer, IP address, person, family, household, email address, and or where computers in a living/workplace/school arrangements are shared. 13. Management reserves all rights to discontinue any offer at any time and to determine bonus abuse, multiple bonus claims "by reasonable suspected association", deposit fraud or schemes to defraud the casino. Caribic Casino management decision is final. Therefore, as a result of opening multiple gaming accounts and claiming bonuses (with the clear intent to defraud the casino using such MULITPLE bonuses), all funds requested to be withdrawn have been denied and your account is closed. This matter is considered closed and final. Sincerely, Caribic Casino

On the 19th of September I won around £6000 at Caribic Casino playing slots with their welcome bonus. At that time I immediately thought I better cover my bases here and give their bonus terms a second read. What I read was completely ambiguous. Please see casino terms attached below. I've highlighted the relevant sections. I was going to ask Caribic Casino which limitation applied to welcome bonuses. However, after giving it some thought I decided that since I had just won a lot of money there might be a bias in their answer. I imagined that they might enforce whichever clause benefited them and disregard any of their other written rules. Maybe this seems pessimistic, but despite enjoying gambling at online casinos I certainly don’t trust them. So I asked a friend who was not a member to ask Caribic Casinos’s support staff which clause applied to the welcome bonus. That way I would get their objective interpretation of their own confusing rules. I have attached the reply I received below. So after playing a bit more to make sure I had completed all their wagering requirement, my balance ended at £6153. At that point I decided to cashout. I then realised that £4500 had disappeared from my balance. I immediately contacted support and was informed that there was a 1500 limit for withdrawals with the welcome bonus. Not only is this a complete contradiction of what they told another gambler when they had nothing at stake. It is also proof of an extremely dishonest, predatory and cynical interpretation of their own terms and conditions: Their agenda is the only thing that dictates what rules they enforce. They will offer a 10,000 prize which apparently doesn't exist in an attempt to lure in the new player who has never deposited at their casino. This is because their agenda at that time is to encourage new deposits. However, once you’ve actually won some money, their agenda changes to paying their customer as little as possible. So they interpret another set of rules entirely. A casino’s terms and conditions should not be subject to interpretation depending on what mood the casino is in. They should be unambiguous, indisputable and clear. If at the time the terms had only stated that there was a 1500 cap on winnings I would have been very disappointed but I would not be here complaining. But when you tell my friend he’s entitled to a 10,000 win with the welcome bonus just because he hasn’t actually won anything yet and in the same day you tell another customer who has just won something completely different, that is clearly extremely unethical. So I say to the casino, please do the right thing here and pay me my winnings so that we can put this behind us.

Hi, recently I've been trying to withdraw $100 from this casino but the withdraw options are visa debit and bank transfer. Ive been trying to withdraw from visa debit but apparently that doesn't work it keeps getting rolled back so i contact support and they tell me it doesnt work in australia even though it has worked for me in the past on other casino sites. So I try bank transfer but my country Australia is not listed in the country listings for bank transfer after that I've been trying to contact them ever since and I feel like they are ignoring.

I made three withdrawals of $400 on July 7, 8, 9. They all say "Success" on the mobile website. Then on July 12 I made a withdrawal of $398.81. Today, July 13 I logged into the computer website and noticed my account balance was $1198. I dont understand what is going on. 3 of the 4 withdrawal requests were successful, yet my account still has the money in it, and the other $398 I cant find anywhere. I have received no payments yet, so currently im missing almost $1600. I have sent 3 emails to the support and live chat, over 24 hrs have passed with no reply yet. Please help.

Caribic casino took 1160€ from my account against their own bonus terms. This is how it happened: I received 6.4.2016 a promotion e-mail from Caribic casino about a new monthly bonus. It promised 30€ bonus for a deposit of 20€. I went to their promotion page to look for the bonus terms. That is what I always do before I deposit with new bonuses. I checked 3 things that are the most important to me: wagering requirement, list of excluded games and the maximum withdrawal amount. The wagering requirement was decent and there was no maximum withdrawal limit specific for that bonus, so I decided to make a deposit. I did not receive the bonus automatically so I went to their live chat and soon the bonus was added manually to my account. I played some time and a variety of games with the bonus, and I managed to get my balance up to 1500€. Then I went to check the remaining wagering requirement, which showed that I had about 100€ remaining to wager. I opened a game and started to wager. To my surprise, when I had completed the wagering my balance suddenly dropped from 1480€ to 320€. The live chat was not there at the moment so I wrote to the support and told them about my lost money. A couple hours later I got an answer to my e-mail. It was short only including this text line: “6. Maximum win cap applies to associated winnings and is set to €300.” There was also a screenshot from the promotion page where the bonus terms were. Immediately I noticed that there was something strange in that screenshot. I read the terms carefully before I deposited and I was sure there was not that paragraph 6. I went to the site to see those bonus terms again (English language terms). The terms were as I remembered. There was no paragraph 6, or at least the one that the support sent. This was the paragraph 6 in their site: “6. The bonus and qualifying deposit amount must be wagered 35 times before any part of the deposit, bonus funds or associated winnings can be withdrawn or transferred.” There was no mention about any bonus cap either. I also check the CZ language version and there was no mention about the bonus cap in there either. I opened and refreshed the page again with both Firefox and Chrome browser. I also opened it with my friend’s computer just to be sure. All of those things proved that there was no maximum win cap rule. Caribic casino had made a mistake. I took two screenshots from the English promotion page (with Firefox and chrome) and sent them to Caribic casino support team. I told them that the rules they gave me didn’t exist on their site, and I asked them to return my money. It took them over one full day to answer me back. This was their answer: “Do you see old T&C on Your side? This can really be that your page is not properly refreshed.” When I read that answer I sort of knew that they had changed the rules during that period it took them to answer me back. I went to check their page anyway, and “surprise, surprise” the rules were changed. This line about the bonus cap was added there. So basically instead of acknowledging their error and returning my money they ended up blaming me for the whole thing.

Im a long time online casino player, and this is my first complaint ever. I recently joined Caribic Casino, and i like this casino very much. Made quite a few deposits and withdrawals there, and it always worked out fine.

But my latest adventure with this casino is frustrating, the least. I made a deposit the 14th of januari and opted in for the monthly reload bonus which was a 20% bonus, according to the website. Deposited 25 euros and got a bonus of 20 euro’s. This was a bit odd, since the offer was 20%, but ok. I played for a while, won some money, and it was looking like i was a winner today. Yeah! I checked the wager status, which T&C said it was 45 x deposit and 45 times bonus, making it a wager of 2025 euros. But apparantly i was wrong!!

The wagering amount for his bonus was a recordbreaking 5625 euros(125 X)!! Wow, never seen that before. Since i was winning a nice amount, and i’m not a partypooper, i decided not to complain in the chat, and try to wager the complete 5625 euros. I do like adventures!!

Since im not a big better, it took me a a very long time to reach this goal, but on the 15th of januari, I finally made it. A proud moment! I decided to play a little more, when all of a sudden, i got an error, stating there was not enough money on my account. Weird, since my balance clearly stated 380 euros.

Went in the chat, trying to find out what was going on. Apparantly there was some kind of technical issue, and my case was forwarded to one of the many different teams of Carribic Casino i’ve come to know. There is a technical team, a developtment team and a customer care team. Non of them could really help me, and my little problem. I’ll spare you all the communication about this.

Eventually, on the 25th of december, i got an email from manager Daniela, in which she explained to me that there was no bug in their system, and i was wrongfully informed this whole time. Well, these things happen i guess.

Since i participated in a “progressive” monthly reload bonus promotion, i needed to deposit one more time, and wager yet another bonus, in order to receive any winnings. This time the wager was 45 x bonus and 45 times deposit ( i can only hope) I received a bonus code, which did not work, so told me they would manually add the bonus. Which they did not do .

This has been going on for almost 2 weeks now, and i feel i’m being pushed around, and i don’t like that, at all. I can accept things going wrong, but the are in no way eager to come with a quick solution for my problem.

My biggest complaint however, is that there is a very big difference between the bonus terms which are offered, and the bonus terms which a customer has to wager.

I hope there will be a solution for my problems, and possibly a change in the way the bonuses are offered and eventually given.