Crypto wallet withdrawal became 3-months nightmare

I have been waiting for account verification since 04/29, so 8 days now, which is longer than the 7 working days max wait they claim.

I reached out to CS after submitting my documents and selfie via email, since that is currently the only way to speak to a human being, to verify if they had received my documents and selfie. They responded, ‘If I deposit crypto then the account verification isn’t required. And I can contact their Customer Service through live chat which is available 24/7 for any additional information.’ But yet every time I try to use the live chat, it never transfers me to an actual CS person and the bot only prompts me to email CS. Making that odd for them to advise me to utilize the 24/7 live chat.

After reading their response, I immediately make a Bitcoin deposit. I emailed them back after my Bitcoin deposit was fully confirmed on the Blockchain but my deposit says it’s still pending in my casino account. I was then told I have to wait until I hear back from the banking department once they complete my account verification. They also informed me that my deposit is safe and will be released once my account is verified. But I feel they tricked and scammed me into depositing before my account was confirmed. Which, understandably, made me really uneasy about this whole situation.

I sent them an email, including my Bitcoin address, and requested to be refunded my Bitcoin deposit and that once my account was verified, I would then redeposit the Bitcoin, since that’s what I would have done, had I not been misguided by Extreme Casino.

They refused to refund me, telling me to wait for my account verification results, stating that it can last anywhere from 3-5 working days, and also refused to verify that they had received my verification documents and selfie. They told me to email [email protected] for any questions regarding my verification request. I’ve emailed [email protected] 4 separate times now and they have not responded to any of the 4 emails I’ve sent. I’ve waiting longer than 7 days and I still haven’t received a response if my account verification documents have been received or my account verification status.

All I want is to be refunded the Bitcoin I’ve deposited, and I’ll redeposit it once they finally verify my account.

Thank you, in advance, for helping me with this matter.

My immediate issue is that I finally tried to withdraw a balance and it was denied on the basis that I had violated bonus terms by playing an excluded game for their “501% + 120 spins bonus.“ Of course, this does not make sense on its face - the bonus funds aren’t even available to use on excluded games. But in the email, Casino Extreme pasted the alleged rules that stated “non-progressive slots only.” They claimed I violated the terms by playing video poker, but since it was an accident they would refund my deposit while voiding all other winnings. I was baffled by the claim that these, without explaining it, somehow restricted funds that I knew I’d played through properly were apparently still restricted once a real balance? And I contested this claim.

However, the disturbing part is this - I went back and reviewed the terms of the bonus listed on the site and discovered Casino Extreme was lying in their email denying my withdrawal. I had recalled that the only reason I decided to proceed with that bonus was that it did include video poker (that is my preferred game, and I avoid slots-only bonuses). I found the bonus and its terms and it actually states: “Allowed games: Non-progressive Slots (excluding 777), Keno & Video Poker.” They sent me a falsified set of terms in their denial, claiming that the bonus applied to “Non-progressive slots only” and, on the basis of this fraudulent act, voided my wins - my balance at the time being $283 with a request to withdraw $200 - and reset me to a $50 balance with a 1x playthrough requirement to even get that back. I have included screenshots of both the bonus terms from their site and their email stating different terms that conveniently justify voiding all my funds.

Oddly, when the bonus was still active, when I hit the play through requirement, a few hundred dollars of funds suddenly disappeared from my account. At the time I thought this was perhaps some mechanic I had unknowingly agreed to, but now I’m concerned it was further fraud.

Generally—Casino Extreme engages in very sketchy practices around deposits and withdrawals. As a starting point, they list a number of deposit and withdrawal methods. Only when actually trying to deposit or withdraw do you find that several of these methods - namely, non-crypto methods - are not available. There are no terms explaining this and no exclusions given. Only when contacting customer service - if they respond - are you simply told that the methods they list (and even refer you to) are not actually available. Withdrawals are only actually offered via Bitcoin and Litecoin despite several other methods being advertised.

I'm trying to be reimbursed for the deposits I had made to my account Casino extreme. I contacted them in the beginning of 2023 and through live chat I told them some very personal things and told them I need to be self-excluded from gambling there ... The chat rep just told me to write to the Pit Boss. So I did, but nothing came of it. Day after day -week after week -month after month I was still able to access my account after informing the casino that I had a problem . I would get promotion emails about "try your new games with 50 free spins"

Which was just another thing to lure me back in. On April 2nd 2023 I reached out again to Casino Extreme through live chat about how I needed help being self-excluded because I keep putting too much money into my account and its negative effects its brought to me and my family. This time the chat representative shut my account down immediately as I was talking to her. She also told me to write to the Pit Boss.

Now as I was trying to explain to The Pit Boss I would like a refund from the beginning of 2023 to that date which was April 2nd 2023 in the amount of $1,871.39 which I should have never been able to put on my account in the 1st place. Because if the casino would have informed me of caps or limits which I wasn't aware of at the time I could put on myself to limit my spending that would have been amazing and would have saved me so much grief but additionally aside from that I did ask myself excluded and nothing happened months back I was never informed about caps or limits I was just able to keep going as I was doing and they were supposed to help me in some sort of way shape or form and they failed to do that and I deposited $1,871.39 in that time frame Id like to be reimbursed for.

I will start by getting the usual questions out of the way so we can get straight to the legitimacy of my complaint.

I am a Platinum Level VIP player at Casino Extreme and have played there for many years with virtually no negative experiences. I haven't had many wins there as of late, but that has little bearing on what happened. I decided to make a Bitcoin bonus-free deposit this morning in the amount of $26.00. I chose to play there specifically at this moment because I came across a free bonus earlier in the week that I wanted to use after my deposit was played. I lost, and they are not giving cashback right now because they're running a tournament. I'm not playing in it. The bonus is called INSTANT100. It is for existing players, and as always, your last action needs to be a deposit to use it.

This bonus has been offered for a week or two, but I missed the window last week, so I was excited to get it this week. This bonus is for $100, a playthrough of only x20, and a max cashout of $ 1,000. A great bonus, right? It has a unique feature of only being allowed once, per IP, household, etc, and it is only available on Thursdays. To be precise, Thursday, Feb 2nd. Which is today's date.

I go to the cashier, type in the code, and a get an "expired" decline message. After pausing to ask myself, wait, is this Thursday, Feb 2nd? I double-checked myself, ok it is, and went to chat. I got told it was expired, sorry. No can do. Huh. Is that right? Ok I guess.

So then I went back to the affiliate site, screen-shotted the coupon, and went back to chat, feeling pretty confident this would be resolved, and I'd be on my way to the lobby to play. New chat rep types expired. I say well not in my space-time continuum. Here in Texas, it's around 10:00 am. CST, Thursday, Feb 2nd. 2023. I asked what day and date is it where you are? The response was the usual unfortunately nothing can be done. Oh. Why not? And are you ok where you're at? I'm worried about you. Silence. So I typed back, well I made a bonus-free deposit on the premise of using this bonus, which is not being honored, and I will also not be receiving the normal cash-back reward, is that correct? Yes. Is there anything I might be able to receive to continue playing? Not at this time. Alrighty then, I guess we are done here.

I exited chat, and thus began my slow burn. Now I need answers. My loss-to-win ratio is insanely in their favor, and I'm walking away empty-handed? With all the freebies other casinos are throwing at me, begging for my business, but yet I remain loyal to a Casino that has no problem telling me they unfortunately have nothing to offer me at this time. Maybe I am the crazy one after all, in some alternate universe, where it's not really the day and date it is. I would very much appreciate your evaluation of this situation, and what, if any recourse might be available to me.

Thank you, C. (I'm having trouble attaching screenshot)

I have not received my spinner tournament reward as the casinos terms and conditions and tournament rules state and promise that all prizes will be credited on Wednesdays. This happens very frequently at this casino. This is the 3rd time I have not received my spinner rewards.

I won 1st place twice and was never credited the $400 cash reward either time. Management and live chat gave me the run around for days until I finally gave up. This time it was $100 chip. So total, $900.00 This is getting old.

I've lost over $300,000.00 at all 3 of their casinos over the last 10 months and they do nothing to reward their loyal players other than give you a free $10, $20 or $50 chip here and there if you complain, which does nothing when you deposit thousands and thousands of dollars every single day. You deposit sooo much and lose it all, that you win their tournaments and then they don't even pay you that!!

I simply need to change my email on file to receive my confirmation to withdraw. But I can’t withdraw because they won’t change my email address and I don’t have access to my prior one. I’ve had over 7 different exchanges with their customer service reps, only to be ignored EVERY time once they see I have a withdraw-able balance. Extreme casino is a joke.