Complaint #7 Daddy Casino

Complicated verification process delaying payment

By Irina

1 year ago

Registered Daddy Сasino on 20th October 2023. During registration fully presented all requested personal data like name, surname, DOB, ID, email address, and phone number. Then I had a few successful deposits and withdrawals by using a crypto-wallet on OCT 2023 and JAN 2024. My account was stated FULLY VERIFIED.

After that, I came back to play in November 2024. After a few deposits and withdrawal attempts they asked me to pass standard verification again. Suddenly all my personal data and previous game history were wiped out. So I passed the standard KYC procedure again. After that,t they asked me to pass extended verification including a video call via ZOOM service.

So to comply with security and KYC/AML regulations I have provided my personal information such as name, surname, DOB, home address, mobile phone number, email address, crypto wallet address used for deposit, on the casino's request uploaded my photo, photo of my ID including pages with my personal data and home address, also numerous selfies of mine, me holding passport, me with my casino profile opened in the background, me holding proof of current date etc, etc. Also, we had a Zoom video call and I answered a number of questions regarding my gameplay. Finally, they stated my account was FULLY VERIFIED. And finally, I was able to withdraw. After that,t I had a number of successful deposits and withdrawal requests.

Later I deposited again in JAN, 2025. Now they asked me to provide my debit card, both sides, bank statement, and some other bank-related paperwork. Here I must emphasize I NEVER USED a bank card or bank transfer for deposits or withdrawals, I only used my crypto wallet (same, as previously used). But they insist I must provide this data to have my account VERIFIED. For some reason delaying payment. They ask for some sort of screenshots from my bank application that I cannot present as I just don't have it on the app. They refuse to explain the reason why they ask for my bank requisites.

I ask your help to resolve the issue as I believe the casino misuses KYC/AML to delay payment. I play from my home address, using all the same internet service providers, and the same IP address (within range), and never used a VPN. Also presented a bunch of personal information but still not enough. The problem is always when they must pay.

The amount hanged on the casino is about 7600 usdt (24874,95 Belarusian Roubles).

Attached: unsuccessful withdrawal request and some other transactions

Disputed Casino Daddy Casino

Reason Verification issues

Amount $7600

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Daddy Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Daddy Casino

• Representative

1 year ago

Dear Customer,

Upon a thorough review of your account, we have identified a violation of our Casino Rules. Specifically, you employed a strategy aimed at gaining an unfair advantage, which constitutes a breach of our terms. As a result, your winnings will be voided, and your account will be permanently suspended. The evidence supporting this decision has been provided to the forum administration.
The corresponding letter was delivered to your email on 01/23/2025

Regarding your request for personal data under the General Data Protection Regulation (GDPR), an official response was sent to your registered email address on February 6, 2025.

Best regards,
Daddy Casino team.

melirark

1 year ago

Hello,

I want to note that the casino made a decision to seize funds and claimed I violated some rules, but as follows from the post above - they are still carefully analyzing the situation. Thus, it is not clear - on what basis such a decision was made, if the analysis of the situation has not yet been carried out. Also, if there was "irrefutable evidence", then why was it not provided in a timely manner, and it took almost a month to return to this issue? So I repeat the question - then on the basis of what "evidence" was the decision made 4 weeks ago?
It took too much time to present paperwork that was 'ready' 4 weeks ago , it's quite obvious that evidence could be possibly generated (or being generated now). There is no logic otherwise.
Just pay off the money and close the issue in an intelligent manner.

Regards,

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Daddy Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Daddy Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $2,837

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Daddy Casino Complaints

See all complaints for this casino

Daddy Casino -Closed account with all winnings for playing network tournaments

Hello! Daddy casino closed account because i played network tournaments. The reason they sent me at e-mail:
You used a strategy to gain an unfair advantage.
So i played network (not even from casino!!) tournaments where prizes gives provider, not even casino! I didnt you bonuses or else, just played slots. So they took away: my last deposit, winning from last network promo, the future winning from promo where i played 2 days.
The full letter:
Hello, Alas. the client

Hello!

According to the Terms and Conditions of our casino, the site Administration has the right to monitor all transactions and logs at its discretion and at any time. If the fact of unfair play, abuse of bonuses by the player or other violation of the Rules is revealed, the Administration has the right to review and cancel the winnings received.

When checking your account, it was found that you have violated the rules of our casino, namely: you have used a strategy to gain an unfair advantage, which will result in your winnings being reset and your account being blocked.

Any attempts to gain an unfair advantage are strictly prohibited, regardless of whether such methods are explicitly mentioned in the rules or not. Any activity aimed at gaining an unfair advantage, even if it does not appear to be a violation of the rules when strictly interpreted due to the imperfections of the rules or software, is also prohibited. If you have any questions or concerns, please contact our support team.

Thank you

Resolved

Rejected payment for no reason

Hello!

The problem is following:

I created an account to this casino, and got my account verified very fast indeed.

For the first few withdraws everything worked fine, as they should be.

Now, for the last 3 days, they have rejected all my withdraws, and they say that the reason is:

"- средства возвращены на Ваш игровой баланс, по техническим причинам на стороне платежного провайдера. Пожалуйста, создайте новую заявку.". This is the reason I've been provided.

Google Translate translates it to this: funds were returned to your game balance due to technical reasons on the side of the payment provider. Please create a new request.

I have created "a new request" for 15 times now, all in the last 3 days. It is obvious, that we are not talking about technical reasons anymore. Why I know this? Well, like I said, for the last 10 withdraws, everything worked fine. When I started to win more, they "pull the plug", so to speak.

And also, what high-end casino would have technical problems for 80 hours straight? Furthermore, deposits using the same method works normally. And and as a cherry on top, I've used same withdrawing method from other casinos, and they all function normally.

So basically I'm blaming them to fake this "technical issue." It is relatively easy to call it a "technical issue". That gives a customer absolutely no information of what is happening.

I have contacted them via their chat service. They always give me the same answer in the chat as they give me via e-mail. And sad part is, that they have a list of things to say somewhere. How I know this? They write hundreds of letters in just a second or two. They keep saying the same thing over and over again, no matter to who I talk to. But it has cleared to me that nothing is really going to happen. Like some other casinos, they're hoping for the player to lose all the money he/she has won, so the casino wouldn't have to pay. At the moment there is over 1100€ that I want to cash out.

TLDR- Casino rejects my withdraw for no reason.

I have verified my account, and got few withdraws.

When I started to win more, they stop paying.

All this for no reason. They call this all a "technical difficulty", which is obviously not true.

I need your help with this, dear people of AG.

Resolved

€820