Complaint #20 Casinoval

Withdrawal Unfairly Cancelled And Possible Identity Theft

By ruseneca

6 years ago

Message on forum

I received an email from Casinoval for my birthday with a no-deposit bonus in it and I decided to play. I lost the bonus but then everyday I was winning some lucky draw and €20 were credited to my account. I managed to wager the bonus and I had above €200 in my account, however, according to the bonus terms the maximum allowed sum for withdrawal was €50 so I requested it to my Skrill.

After several days I decided to ask what was the problem that my withdrawal was still not processed and I was told to verify my identity and provide some signed documents. I DID! Then some man Eduard contacted me and told me in the email that my country was not eligible for bonuses, pointing to some fake Terms&Conditions and article 27 which had different text than the stated in the email that the bonuses are not available.

This is pure scam and I was informed that my withdrawal is forfeited ONLY AFTER I provided my documents to them, although my country was stated by the time of opening an account with them.
There is no other logical explanation than IDENTITY THEFT! I haven't breached any rules, there is no bonus abuse or something like that.

I upload the Terms&Conditions and their answer pointing to clause 27 which in the Terms&Conditions is different. In addition to that, I upload the whole chat history with their support agent.

Disputed Casino Casinoval

Reason Bonus terms violation

Amount $50

Discussion

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Casinoval Complaint Stats

Resolved 7 / 13

Avg. Amount $672

Avg. Complaint Duration 5 days

Avg. Response Time 4 days

Casinoval Complaints

See all complaints for this casino

Withdrawals still unpaid

Hi,i have an application for raising money from my acount,but they do not give it to me.
First request is from 25.1.2019 for 200€, second 1.2.2019 for 150€,third 19.5.2019 for 450€ and the last one 3.6.2019 for 200€.
I contact to them evry month and the answer is always the same.that they have same technical problem and that be resolve in the and of the month or next week.

Please help me if you can

Unresolved

€1,000

Not receiving my withdrawals

On 14 April 2018 I made a withdrawal to the amount of 522 euro ($603), via neteller. I uploaded the necessary documents and I got an email (23 April 2018) that my account is successful verified with my documents, casinoval told me the process of my pending cash in will take between 5-12 business days. On 1 May 2018 I made a second withdrawal to the amount of 827 euro($969), they told me again that the process takes between 5-12 business days. A month a half later (from my first withdrawal request) I have not received any money. I contacted casinoval via email every week and each time they say: "We are having some issues with our payment processor, your pending cash in will be processed by next week" but weeks pass and I am still waiting for the money I won. Instant deposits but withdrawal takes months. Is this fair?

Unresolved

€1,349

Not paying my €70 withdrawal

On April 20, I requested a 70 euro withdrawal at Casinoval. They asked me for the documentation, I sent them to them on April 21 and then they told me that they did not accept the utility bill in PDF. The next day I sent them in a photograph. Today I claim when I am going to receive my payment via Neteller and they tell me that they wanted to pay me for Skrill because they have problems with Neteller. I accept to charge for Skrill and then they tell me that they have problems with the payments and I will be able to receive the money next week. A real shame. I did not receive my money either from Neteller or from Skrill.

Unresolved

€70

Not paying out my winnings

Hi. Casinoval sent me a voucher for my birthday and got a profit of 50 euros. I requested the withdrawal on March 24 and they said between 5 and 12 business days. I sent all my documents, which were approved. I still have not received my payment. I think a lack of respect. Thank you.

Resolved

€50

Giving me the runaround and not paying!

on the 14th of February I withdrew 160 dollars from this site. There terms and condition state payment within 5 to 12 business days from date of withdrawal depending on player status. I waited 14 days total then asked where my withdrawal was.. they said my withdrawal did not go through properly even though I contacted live chat on the day when I withdrew and they said it was correct and on their system.. they told me they were going to reverse the withdrawal and pay me manually . They reversed it and reentered the withdrawal date now it shows the 26th of February.. Instead of paying me they now stated the withdrawal would now take a further 5 to 12 business days 2 days ago jean in customer support told me it would be done in the next 2 days Still it has not been paid has been a total of 21 days so far... I have atttached correspondence below I have heaps mre at least 20 emails back and forth

Resolved

$160

Won't credit my missing deposit

I deposited $70 at Casinoval last friday (July 11th). After contacting live chat to see if a bonus could be applied to the deposit.. the chat agent erroneously removed my deposit completely from my account, and could not add it back. (apparently they can remove a deposit, but cannot reverse their mistake!) I have now been waiting 6 DAYS for my missing deposit to post to my account, and have sent several emails. I was told on Monday that the issue would be resolved.. but it is now Wednesday night and the funds still aren't in my account! This is not a way to treat long-time customers... especially since it was no mistake of my own. You shouldn't give agents the power to remove deposits erroneously if they cannot reverse this mistake. Please add the missing $70 to my account (without any bonus) as I was told would be done last Friday... which I will then withdraw back to my bank... I don't feel like your casino deserves my business anymore after treating me like this. Also, please review my live chat transcript from Friday July 11th with your customer support manager... clearly this is a training issue that needs to be resolved.

Resolved

$70

Cancelled payout, closed account

Casinoval sent me birthday bonus, which I wagered, when requested payout, closed my account (account was created in 2012 year), reason - multiple accounts being made, which is 100% not true. I have only one email account which I use all time and I see there only one casinoval account. Live chat operator told me: our risk dept has found more accounts very similars to your account, but similars don't mean that they are mine.

Unresolved

Withdrawal Delay

Played at casino val , used a bonus met the wagering requirements for the bonus and withdrew. Sent my documents also.

Everything is ok, and they have said that they shall pay me, but seems like there have been alot of delays.

The withdrawa(s), have been pending roughly 3 weeks, i won 4500€ and withdrew it in 2x 2250€ batches.

The casino has been very nice in responding, and they have assured me that they will pay, but to me it seems that should have already happened. Their terms claim 7-10 working day and 3000 max per week, so i should have recieved the full withdrawal about now however i have recieved nothing so far ;(.

Im sure that the casino has good intentions to pay me, i just wish they did it ;(

Please pay the withdrawal to me either via my deposit method neteller, or the other method i responded i can take the withdrawal which is skrill, or using both. Either one of these options work for me.

Resolved

€4,500

Changed terms

Hello, I received bonus for sharing casino at facebook, met all wagering requirements, but today get email from them:
Your balance has been set to zero, as the $15 FREE bonus is not available for your country. It was activated by mistake. Please refer to the terms and conditions here: http://www.casinoval.com/terms/terms_15fa_en.html

When I registered I read Bonus terms, there was not any country restrictions. They just changed terms one day later than I get this bonus, and do not wish to pay, answer was - Casinoval reserves the right to change these Terms and Conditions at any time.

Resolved

not behaving fair

I took advantage of a promotional offer at this casino for a $10 chip and had winnings of over 14,500 in euros over the next 2 days. This included winnings from a daily and weekly lottery they offer. After depositing more money to my account, they zeroed out all my previous winnings saying this was capped at $50. This should not have applied to the lotteries i won. Nor should it have applied to the winnings I received by using these lottery winnings to win even more money. Absolutely a casino that is not interested in playing fair.

Unresolved