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Casino.com - Block my account

REJECTED
Complaint Info
Disputed casino Casino.com
Reason Declined payment
Amount $ 5000
Watsons Canada
Posted on December 10, 2019

Good afternoon. I have such a problem. I registered at casino casino. Com. I won 5000CAD, uploaded documents and withdrew funds to my account on November 24. But the casino blocked the access to my account just a day later. When I asked why my account was blocked, they answered that my account is being verified. I made a request several times and they gave me the same answer that the account was being verified. 2 weeks have already passed and I have not received any answer. I ask you to help me in resolving this issue.

Posted on December 13, 2019

Hi Watsons,

We're sorry to hear you've not had the experience you’d hoped for.

We strive to process withdrawal requests within the time frames referenced in our Withdrawal Policy. We require specific documentation to meet our regulatory obligations, which we prompt you for when you create your account.
Should this not be sent in at the time, we will remind you again when you attempt to withdraw and from time to time this aspect of the process may cause a delay.

Our Support Team have contacted you regarding the situation and full and detailed information has been presented to you.

Should you need any further assistance, please don`t hesitate to contact us at [email protected]

Kind regards,

The Casino.com Team

Watsons Canada
Posted on December 15, 2019

Good afternoon. My question was still not resolved. They asked me for a selfie with a passport, I sent them after which they sent me a new letter asking them to send them a selfie with another document. I sent them a bunch of documents and they all ask for new ones .As I understand it, the casino does not want to pay me my winnings. I ask you to understand this issue.

Posted on December 19, 2019

Hi Watsons,

We’re sorry to hear you have had such a negative experience playing with us.
However, please be advised that from time to time our casino might need some additional documentation in order to comply with our regulatory obligation.

We believe that our Support Team have contacted you regarding the situation and full and detailed information has been presented to you as to what are the exact documents needed from you.
Kind regards,

The Casino.com Team

AskGamblers
Posted on December 23, 2019

Dear @Watsons,

Please let us know if you have cooperated the casino and sent the required information. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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