Casino Extra not processing my withdrawals

On the 13th of March I won 39.297€ with Casino extra. They were processing my withdrawals to a maximum of 4000€ per week. It had to be 2000€ for each withdrawal. They said on chat 1k per withdrawal at the start but changed it to 2k.

I went on the Casino chat on the 5th of June as payments had suddenly stopped. At this point i had 9297€ outstanding. 297€ was my Casino balance and 9k was showing as processed in my Casino lobby. I was told the amounts were only processed today and to expect payment to my Eth Wallet within a few days. I then withdrawn the 297€ balance in my Casino account on this day.

I again went on chat on the 12th of June as I had not received any payments from the Casino for a week. I should have had another 4000€ paid by there weekly limits. I was told on chat that 2000€ would be paid tomorrow being the 13th. I asked why nothing was paid last week and they could not answer.

On the 13th of June I received 297€ from Casino extra which was my last withdrawal. This raised alarm bells to me as my last withdrawal was paid before the other 9k. I emailed the Casino to inform them that 9k is missing and they replied that the withdrawals have been processed in full. I replied asking them to send me the transaction history, which they did on the 19th of June. I checked these and they matched exactly what I had received and the time stamps which was a total of 30,297€. I replied that this is correct, exactly what I have received and that there is 9000€ missing. I received a reply that I must have withdrawn to a different crypto wallet as all payments are processed there end and they consider this case closed. I have only ever withdrawn to the same crypto wallet being Eth. I asked to send evidence of the payments they say they sent which I have not received.

On the 23rd June the Casino emailed me a list of 5 transactions. 4 x 2k and 1x 1k. 2 of the transactions were to a Bitcoin address and the other 3 were other wallet addresses. ( all different) Non of which belong to me. I investigated this through block chair and found it very strange that these 5 payments were the only transactions that did not match the time stamps of the Casino lobby like all the payments I actually received did. I notified the Casino of this and asked to investigate further. The reply was :

we want to emphasize that it is not within our responsibility to determine where the withdrawals were requested or where the funds were sent. As such, we consider this case closed.

I have never withdrawn to any other wallet address`s and the 9k missing that I won, the history does not even match my Casino lobby to when it was paid to a wallet address. This is not an error from my end.

Below is a screenshot of what was received, which Casino extra also originally sent me as the transaction history which i pointed out 9k Is missing.

24-Mar-2023 11:51 1.22340155 € 2,052.13

26-Mar-2023 10:00 0.60289559 € 975.11

27-Mar-2023 11:55 0.60734688 € 1,000.92

1-Apr-2023 07:57 0.59230881 € 992.79

1-Apr-2023 07:57 0.59230881 € 992.79

3-Apr-2023 15:09 0.60435092 € 1,004.13

3-Apr-2023 15:09 0.60428357 € 1,004.02

8-Apr-2023 09:07 0.58079699 € 985.55

8-Apr-2023 09:08 0.58079699 € 985.55

11-Apr-2023 11:03 0.56731525 € 996.02

16-Apr-2023 08:16 1.04327081 € 1,967.55

14:21 0.54977910 € 962.77

11:23

23-Apr-2023 09:13 0.58409379 € 986.78

26-Apr-2023 11:03 1.14589285 € 1,948.70

4-May-2023 11:49 1.15626661 € 1,988.77

12-May-2023 12:10 1.22817751 € 2,023.35

18-May-2023 10:15 1.18074636 € 1,984.21

19-May-2023 12:27 1.18696976 € 1,983.54

25-May-2023 13:09 1.18361604 € 1,981.21

27-May-2023 08:37 1.16843807 € 1,991.53

(Jun-09-2023 12:55:35 PM +UTC) 297€0x409c94ed01b5e29ba7ce1d9fa16fa748ed6c38657f4b4c179410d61979c5a526

Received 30,297€

Amount won 39,297€

Missing 5 payouts of 4X2k and 1X1k- 9k missing in payouts total

0x409c94ed01b5e29ba7ce1d9fa16fa748ed6c38657f4b4c179410d61979c5a526- Received 296 Dollars 09/6

0x3db39d1fca00396e31aba69989567652b1a4d1078b516d608ae7bad51c7c7835- Received 2000 27/5

0x71aa0c5d4f333dbc54f7e9bb6c1f9a1a8354d4800c861bd721b56cc23a4987ad- Received 2000 25/5

0xf0cea4bb8908605c770d1fedbd216a41f70eed354ade89c4e871cbf41734722d Received 2000 19/5

0xdbf404fa968a9f42f6c7de0683a96e06a1ba36e9208274586d32302f2062730a- Received 2000 18/5

0x7c4e6357a9355c1b85ec8bc590dd8375ee9d45f870675d6a43145bede7038d29- Received 2000 12/5

0xbd6c7db17990aabccab91329cf5f6ebf15b946e78e0e93258c9d06866ffa5d2c- Received 2000 4/5

0xe6dda6dfd13d5c20fa7a9e2488f42a18dbd916ba0d329c8064d8b120e0b73cfa- Received 2000 26/4

0xe120b63a98aa91362ed676770242735bbfab57c47a3d2f9e36640aba8fd16d76- Received 1000 23/4

0xf45b5adaaad50ae7afddf646791c668b2c76fc5089a715f1bc9c3e9abdd3634c- Received 2000 18/4

0x8c776a34ca6fd85db570b0755073e3b0c6e6694824e3c3536fbd9c862f8ec9be- Received 2000 16/4

0x9258bef24c8d225cf63dfecb1874a8f1e7cc50774531cfe4240efae34346c31c- Received 1000 11/4

0xc1236a3a24a02ce5d992984468e4ee6380223b4c1472ef4cc1c23c6cd971eb8a- Received 1000 8/4

0xdefe3dd324eb8bd89294fe409ceb253ac38c8c706e07bffdcfc1c15d799c1d06- Received 1000 8/4

0xa24890b1f508359e587952382c24ba0446cf1b82fd7a6e58da396497608e3248- Received 1000 3/4

0x6ec1dccbd4b78256d7fee7f25b3412d8f346122415dcd0704a4c89cdd45b524b- Received 1000 3/4

0x6d5d00483bdd83a3fcfaa89ec28cc895778dc38c1b8371e82f8e1ec6521dd901- Received 1000 01/4

0x61534b9b07a32413d88016dbc3a6889b1e171f0f78cc55b3d12c78f862dd4220- Received 1000 01/4

0xf0e6b04de73a58d049749ac02d81175ce94bee8b514d69200c7df6d8e078d4ba- Received 1000 27/3

0x7bd28acb0cb677db0f5de7162a87bc08cfac46ebb4e3e927e6e7b33cfb576307- Received 1000 26/03

0xf1892ee8fed92ae11d2851abd98a0121fa9ff116e8618d52853045f934abbbc9- Received 2000 24/3

Below is Casino extra´s response.

After careful investigation, we have located the missing funds amounting to 9k and have determined where they were sent. We would like to advise you to check the following Crypto addresses for the transactions:

1. TXID: d750bc56dae5f08ffe67886accee0cf67a4a72615bb4d32465c863ceb54a470a Address: bc1q2nyjgrn7n0kdx2v2fykdnefw939zctyrfmkj6e - 2k Jun 3, 2023 10:02 AMUTC

2. TXID: c4f5ef9d67c58005712fa59a3eb28018dd91e93ad4ff176eb45e2e9a0bb381f8 Address: bc1q2nyjgrn7n0kdx2v2fykdnefw939zctyrfmkj6e - 2k Jun 1, 2023 2:47 PMUTC

3. TXID: 0x594f5af259ac7e5a3aa22ba56ae175bbace7583f1420f42d7af3fcd9a6e95689 Address: 0xcf6eDa405846c04BfC6bFEe8c6d0E1262F184Ced - 2k May 10, 2023 2:26 PMUTC

4. TXID: 7644970acc0f476184971c7feb8d76783ed7218518a6db5208b8f1d251a91958 Address: 3KfKsgw83fuwyjcmcuGXCdkwPPadxFVBfM - 2kMay 3, 2023 11:43 AMUTC

Hi,

I played recently on casino extra, I have had an account for multiple years. I deposit 150€ to play. I directly canceled the free bonus (15€) and won 100€. I instantly cashed out 100 € to keep playing the rest.

Today, I played some and won 600€. This afternoon I log in and see my balance went to 0.

I ask the support and they told me I didn't respect the rules.

I didn't play any bonus and the support told me it was a wager deposit x30. I never used it and the support went off when I try to ask for more information.

I have attached the support chat.

That is the first time I see this.

That is not legal and loyal...

Thank you in advance

Best regards.

Amine <last name removed>

Hello there, I'm player of CasinoExtra. They use Curacao eGaming license company and I trust it. I deposited 300 euro and I lost and I redeposited 350+400+400 euro too. My balance up to 15500 Euro. I tried withdraw my winnings, they wants some documents from me.

I uploaded it on upload page. But they didn't approve it.

And they blocked my account after this.

I contact with them on live chat, they didn't give any information. Just say "we will inform u in email asap."

Please help me.

Hello,

It's been 2 weeks since my personal documents and my means of payment have been verified.

I still have no answer although it is indicated an average delay of 48 hours. I have sent an email to the support "[email protected]" but the email points to a non-existent server. I put money on the casino and I can't withdraw my money after this verification is blocked.

I would like to withdraw my money as soon as possible.

Some evidence:

< removed screenshot links >

Sincerely,

<removed personal data>

Hello there.

So my issue is that the set deposit limit (monthly 10€) has not been working and i've been able to deposit many times over the set limit. Which is not okay obviously. If i've chosen to set my deposit limit as 10€ per month (Limit set on 06/3/2021 confirmed by live support). Then i should not be able to deposit more than 10€ per month, am I correct?

Now the support as I tried to contact them first place, told me that in order to responsible gambling tools work, i have to also set daily and weekly limits. Now i don't honestly see this is how it should go. As i have history of various casinos and experience, i know that if i've wanted to add an monthly deposit limit. ie 20€, after that set, i've not been able to deposit more than 20€ per month. or that i've must been have added also Daily and Weekly limits in order to Monthly limit work. Also their T&C on Resp Gambling, doesn't state of above that daily and weekly limits must be activated also in order to monthly limit work.

I request for the additional deposits above my deposit limit to be refunded (After the deposits made from 06/3/2021 -> 08/03/2021 as the limit was set on that day 06/03)

Also i would appreciate big time, if they could also fix this issue. It is serious issue as its related to responsible gambling and to these kind on incidents not happen in future.

I also wanna add that they do not send email confirmations of when you add deposit limit. So i asked from live support the date it was set on. Transcript as evidence included.