Winnings denied based on false accusation

Hi,

My circus be account balance over €1500.00 but when I am login my account showing suspended,
I am contacted to circus.be casino support email they sent reply please authenticate your account.
As per circus.be email all documents submitted to circus.be but still my account not authenticated and showing suspended.
Please resolve authenticate my account.

Circus.be email attached

Regards
Ram

I am a Diamond level member at Circus.be and want to share my experience with a withdrawal request pending since 10 days.
I usually gamble with 4-digit amounts which sometimes leads to nice wins. Last week Sunday, I requested to withdraw 12.000 EUR to my account. The request was approved one day later. Since then I haven't received my money. After contacting the customer service (which btw is the same for all levels of gamblers, so no extra treatment etc), I was just receiving standard replies along the lines of being more patient, the money has been transferred, bankwires take its time. The last reply was three days ago in which I got told that the accounting team is looking into it and I will asap be informed about the outcome. Since then I have not received ANY reply to my following inquires.
So in short: Withdrawal of 12.000 EUR pending since 10 days and since 3 days no answer from customer support. It goes without saying that depositing my usual amounts of money was still possible. Overall, not a trustworthy behaviour. I am inclined to use legal support as next steps and would appreciate if somebody knows Belgian lawyers, familiar with national gambling laws and/or expertise with the Belgium Gaming Commission. Thank you.

Hi,

I was already a client at the brick and mortar Circus playhalls and as such played at their online venue not expecting a need to verify my account. After a small win of 400 Euros on 19/06/2019, I am asked to verify my id and presented the option to do it at a local playhall or online (24 hours claimed). I chose to do it at a local playhall, which claimed that the info on their site is false and "we don't do that". So I send the required documents on 19/06, the next day nearing support closing time I start a chat session, where I explain that I am waiting for my documents to be verified. The support agent is clearly misinformed over the claimed timeframe (claiming 48 hours, while the site says 24) and afterwards changes story, claiming a small delay of 1 day in processing. We are 48 hours later and still nothing. Seeinf other similar complaints listed here taking weeks to resolve makes me regret ever playing at circus.

Here is a log of my chat session (in dutch):
Naomi
Support Agent



Naomi 17:16
Hallo. Waarmee kan ik u helpen?
Klant 17:17
Hallo. Ik speelde bij circus online omdat ik klant ben in de speelhal. Ik had niet verwacht dat ik me nog moest verifiëren. Ik probeerde gisteren een winst over te schrijven en zie daar, documenten worden gevrazgd. Ik kies de optie in de speelhal te verifiëren, en daar in (removed location) zegt men dat het een fout op de site is en zo iets enkel online gaat. 24 uren verder kan ik nog steeds mijn winst niet gaan ophalen
Naomi 17:18
u heeft ons gisteren een bericht gestuurd,
En vandaag ook
Gisteren de documenten,?
Klant 17:19
Ja gisteren de documenten en vandaag een bericht. Daar het bijna 18u is en ik nog geen antwoord ontving deze chat. Want ik ga er van uit dat support dan sluit
Naomi 17:19
Al uw documenten zijn goed en wel aangekomen hoor,
Ze zijn ook goed doorgestuurd naar de juiste dienst,
u krijgt nog een mail als die authentificatie gedaan is maak u geen zorgen .
Klant 17:20
En waarom duurt het langer? En kon ik niet in de speelhal (waar mijn pas al ingelezen werd in het verleden) verifiever?
Klant 17:21
Verifiëren
Naomi 17:21
dit duurt 48 uur, normaal werd het zelfs in de email gestuurd die zegt dat uw documenten verstuurd werden...
Klant 17:21
Neen er staat 24 uur op de site
Naomi 17:21
En ik ga u al zeggen dat we deze week een kleine 1 dag vertraging hebben, de authentificatie dienst werkt van 8 tot 18 uur maar,
Ja het spijt me dan, het kan wat langer duren nu u heeft het gisteren gestuurd om 17 uur dus we zijn nog binnen de deadline.
Klant 17:22
Amai wat een casino. De tien jaar dat ik speel op de grootste casinos op aarde, waar ik bijna altijd VIP status behaalde, heb ik dit niet meegemaakt
Naomi 17:23
Ik begrijp dat het onprettig kan zijn, het spijt ons voor het ongemak,
Hopelijk wordt dit zo snel mogelijk opgelost,
Klant 17:23
Ik zal afwachten en een indien het te lang duurt het wel in een review op Askgamblers vermelden zodat andere spelers gewaarschuwd zijn
Bedankt
Gelezen
Naomi 17:24
Het was een plezier om je te kunnen helpen. Ik wens je nog een hele fijne dag verder!
Alvast gefeliciteerd voor uw winst,
Chat is beëindigd.
Is dit de eerste keer dat je met ons over dit probleem chat?
Ja
Werd het probleem opgelost tijdens de chat?
Nee
Show more
Je hebt de volgende opmerking achtergelaten: Support kent eigen termijnen niet (48 uur verificatie geclaimd terwijl er duidelijk 24 staat op de site)
U heeft onze klantenservice beoordeeld als slecht.
Begin de chat opnieuw

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Hi, I've been playing few weeks in this casino and on Sunday, 30.10 I made my first withdrawal. I had to verify my email address and send in documents. I sent them right away. I waited few days without any response. After this I send mail to their customer support and I got answer: "We have passed your question to the relevant department" I know verification takes some time, but its been 4 days already. I have no idea what is going on, do they need more documents or what. I can't even cancel my withdrawal and I don't want to make any more deposits, because Im not sure can I get my money out..