Self exclusion did not work properly

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 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.

Well I’ll start with this is now going on 3-4 months and in my last email exchange with the pit boss I believe he got mixed up and mentioned basically that they got the info I provided on my curacao casino complain I had started and that the issue is now closed. Only problem is I hadn’t thought of trying to resolve my issue through a 3rd party or even know about it. So I googled what he said and your forum popped up first.

Anyways at the very end of NOV 2020, I had been verified for cashouts on casinoextreme and went ahead and started one for around $1,000 dollars. Everything seemed good and I confirmed the info for at that time with them, and then it wasn’t. Since nothing ever got to me I tried to log back into their site and lo n behold my account is frozen. I do some digging n come to find that they need to do some extra reviews. Ok great can’t take long I had thought. Several days and nothing plus no update, I contact their support and later finally get some correspondence through email but I’m told (and this part will be especially important later, sorry for the length) but because of something I have no idea why but they need to do an investigation into my account, so it’s been closed while they do this and more importantly that my initial withdrawal request will be cancelled by them because I can’t make any changes but obviously it was now outside the time frame they state for processing them. However they will contact me when they’ve finished and let me know their decision.

Weeks go by, I had bugged them early on and got a few responses just telling me to hold tight they will get me an update with all the necessary info. With the pandemic and my situation in real life I just put it in the back of my mind and really only continued to check my email for an update from them. I can check the exact length of time, but I believe almost or over 2 months go by with not a single word, reply, question ect.

Now finally in early January I think, at abo 9:30 am they sent me an email... I will send screenshots but it very clearly and specifically states: my cashout request for $970 is now being restarted. BEFORE WE FINALIZE THIS CASHOUT I WILL NEED To REPLY WITH THE CRYpTo Acc Address id like it sent to.

That is pretty damn specific set of instructions right? Well you’d be wrong too, next email up was sent only 8 minutes after the first and without any type of response from me (obv I hadn’t even seen the email yet we’re talking nothing from them for 2 months then boom boom) and the email 8 mins after is saying HUrRaY! You’ve received your bitcoin! Congrats....

Uhhhhh well, I send a reply a day or two later when I checked my emails and noticed theirs. Asking if they could tell me where the heck they sent it and why they would without me saying anything. I’ve spent the last couple weeks trying to fig it out and can’t, they won’t respond. Finally get someone to talk to me and live support says, well I’m sure they used the address I gave for my first cashout request that was never processed 2 months ago. However the pit boss replied to my email and says, we got the information from your curacao casino complaint you posted and we responded to which you gave the details and the issue was closed...

So to end this let’s start with this, I don’t know much about crypto but even I know assuming an address you received 2 months ago is still okay when have had 0 contact with the person is a terrible idea and one nobody in crypto space anywhere would suggest doing. Second, it’s obvious by their own words they re started my withdrawal and would be waiting to send pending my reply to their email. I gave them months of time to figure their stuff out, they gave me all of 8 minutes then just fired off 970$ to wherever they thought would get it done quickest. Nearly last, I’m not even sure they are aware exactly who I am and what the circumstances are or info about my case is. I’ve now spent 3 weeks trying and have come to absolute certainty that if they sent it to the expired wallet address I had given them based on thinking the cashout would be nearly instant. Well once that was obviously not happening I never made any attempt to backup or secure that address and now I’m deff not the owner of or in possession of the keys/recovery tools to get back into it.

This is 971$ that I won, was delayed against their own admitted terms/timeframes. Waited patiently for any news and then again, a month or two later, without any warning give me 8 minutes as opposed to following their own protocol of waiting for me to respond and tell them where I’d like it sent and confirm I’m able to receive, but 8 minutes go by and they just send it to what in nearly any situation would be assumed to be and of course is a dead address that was intended for 1 time use at the time it was given 2 months before.

I don’t feel they upheld their end of things, they didn’t follow even the most basic/straightforward of their own rules. And I was never able to receive my winnings as their investigation found that I should. I would even have continued to try to work it thru with support/pit boss but Pitboss last email basically said “bunch of incorrect information, stating things that never took place, and factually wrong information that if true would have made them in right and myself wrong. So because of this that never happened and the info that you weren’t even given a tiny chance to get to us, we can obviously state that this issue is done and closed, thank you and goodbye”

I’m terribly sorry this is so long winded. I was worried/anxious about the result for weeks/months straight waiting on them to give me any type of update or notice wtf was going on. Then to slowly come to the realization that they sent my winnings to someplace I will never again even have the slightest chance of getting to, and they have completely and without question considered my case closed and they are not responsible for anything that comes for their actions and inability to follow their own in house guidelines. I have no idea what else I can do from here and am freaking out trying to fig out what the hell else I can do. With all that said I’m not exactly sure how this works, but I can say whole heartedly that I cannot put into words how grateful I will be if the team here is willing to help me try to get answers and sort this out. So thank you in advance and I’m happy to provide anything else you might think could be relevant/useful. Thank you so much and I’ve attached screenshots of the emails/responses.

Just to give a summary of attachments because I’m sure I was slightly confusing through all this...

1) confirmation of account verification and ability to do instant withdrawal now open

2) my withdrawal request was received and will be processed shortly. Pending my reply (which I did reply at the tine)

3) email stating without question my withdraw request has been declined and is cancelled and they will now need to investigate something before I can try again

4) email weeks/month later out of nowhere stating that my withdrawal is now good to go and they will be waiting for my reply in order to proceed

5) without any response from me and 8 minutes after their last email. Funds have been sent to you, congratulations.....