Complaint #28 Casino.com

Failed withdrawal followed by missing funds

By Samayel

11 years ago

Message on forum

So i sign up on casino.com, and first they force the bonus on first deposit but still it was a small deposit that i lost, thus getting rid of the waging requirements.
I decide to test my luck again and make another 20$ deposit i kept making small wins up to 68$ , after which i contacted support to ask them why i couldn't withdraw my money through my debit card. after a VERY long conversation and them telling to refresh and such, they advised me to use Ukash, which worked , or so i thought, i asked for the withdrawal of the 68$ through ukash and then saw it in pending withdrawals. i then tabbed out and started reading about ukash and creating an account ( first time using ukash and i was checking the charges and if it was available in my country etc. ) it was my first time using casino.com so i wanted to make sure i won;t be scammed and attempted this withdrawal , but when i tabbed back into casino.com i saw that my balance was 0.00 but also i had no pending withdrawals . So i contacted support who then made me hold for about 20 while they were contacting the Finance department, to then tell me that i canceled the withdrawal and played with the amount and lost it all , and that i can find that in the game history . i told them i definitely didn t cancel the withdrawal ( i had just spent an hour with a support figuring out how to withdraw in the first place ) and that i definitely didn't play with the money either . they asked if i left my laptop unlocked, i told them i was near my laptop the whole time and that the only other person in my house was my 13 year old younger brother who definitely didn't get anywhere near my laptop . i Called them on their international number to ask what was going on, the support told me they were closing down my account to investigate third parties or hacking attempts on my account .

today i receive an email saying they found no evidence of hacking or third party programs.

Disputed Casino Casino.com

Reason Missing Funds

Amount $68

Discussion

Samayel

11 years ago

First of All Thank you for the great support i have been getting from askgamblers , both your support team and chat representatives are quite helpful and knowledgeable .
The problem is, i am still locked out of my account, i have forwarded my request to re open my account again and again until they sent me an email stating that i need to provide identification to unlock it ( i don't get how that happened since they only locked it in the first place stating it's for secuirty checks and reasons ) . i Have tried creating an account on their support page but they never seem to confirm my account on their web service, and honestly i am done paying even additional money on international calls .

As regarding the full game log and transaction history, Quite Frankly i would be more than delighted to send it but sadly i am locked out of my account and i was never sent the information in email or anything, let us be VERY clear about this, as for the "played was provided with all relevant information" Sure if they mean by relevant information being this : please wait sir i m checking the finance department , hold on sir , stay with me sir ( 20 min later) okay sir if you check your game history you ll see that you played with that amount : AND Suddenly i have plays in my game history with big amounts that i didn't place, i say that it wasn t me and they ask to lock my account for investigation . AFTER they lock the account the support wants to end the conversation, i refuse but they become very repetitive with their aswers so i call and stay on the phone for about 20 min .

So no the only thing i was provided for was 2 individual emails saying an investigation was completed and no evidence of third party was found or hacking. I was never provided with a copy of the game history HOWEVER what I provided them was a list of exact time of the transaction, a view of my date of creation of ukash, the email THEY sent me confirming my withdrawal request went through ( to which they replied and yes i know how ridiculous this sounds but they try : Yes but 3 min later you canceled the withdrawal and lost the whole amount ) REALLY? how dumb can people get to actually pull a lie like that : After spending a freaking hour getting the withdrawal to work before which another hour was spent playing, i manage to cancel the withdrawal, lose the full amount and contact support in a matter of 4 min .

Thank you very much askgamblers.com, i really appreciate your support but no they never provided me with relevant information, unless their definition of relevant is " we checked and no one hacked you" .
The gibraltar gambling commissioner apparently have records from all casinos, they will see my plays from other casinos , they will see that i lost and won more than 40$ in other casinos, Their is a reason it's called gambling, you win some you lose some, But this wasn't gambling , this was a scam

P.S : They're not providing you with the game history or time frame because even a newborn would see something is not right at all

AskGamblers

• Support Team

11 years ago

We requested player's full game log and transaction history from Casino.com, but they refused to share such info with us stating that would be against their obligations as an operator fully licensed and regulated by Gibraltar Gambling Commissioner. However, casino representatives informed us that player was provided with all the relevant information concerning this issue. That is why, we would like to request player to send us this info, so that we could examine it and find out what had actually happened.

Samayel

11 years ago

And yet complaints about casino.com are in almost every site there is . Thank you very much for this attempt to show how confident you are in what it is you're stating and your security department confirming.

and if you didn;t get the hint, yes i will be filing an official complaint against you

Casino.com

• Representative

11 years ago

Hi,

As a licensed and fully regulated provider of online casino services in a Tier 1 Jurisdiction such as Gibraltar, we can absolutely assure you that we do not engage in such activity.

We would not last very long as a business if we did, as our customers demand a secure online gaming environment and would leave us immediately were this not the case, not to mention the Regulator removing our license.

We have dealt with your complaint transparently and fairly as per our direct communications to you.

However, if you do not agree, you are entitled to make a complaint against us to the Regulator by accessing the following website: https://www.gibraltar.gov.gi/remotegambling/2126-the-gambling-commissioners-advice-to-complainants

We will not be making further responses here in regards to this complaint.

Best wishes

Casino.com

Casino.com Complaint Stats

Resolved 28 / 39

Avg. Amount $2,206

Avg. Complaint Duration 26 days

Avg. Response Time 3 days

Casino.com Complaints

See all complaints for this casino

Slow verification and waiting for my withdrawal 15 days already

UK/ So I signed up to casino.com on Friday 1st of July 2022. Deposited £20 and won £150 I requested for it to be withdrawn same day. I checked again and was still pending. 6 days later I did try the online verification but clearly didn’t work.

I then contacted them via the live chat 7/07/22 live chat took from 15:47 to 16:47 spoke to 2 different people (was an issue with my email address, accidentally spelt @hotmail.com as @hitmail.com) I then had a phone call to change this with an intrusive phone call with every single detail of my personal details. After the phone call I was told to send my details via email would take 48 hours to be verified and paid, next day Ian replied saying they got everything, then on the 12/07/22 I asked what’s taking so long. So they accepted my bank card but not my driving license or council tax bill (surely if it wasn’t accepted they’d let me know sooner but didn’t)

Next day 13/07/22 I sent a water bill and my driving license in Clear view. Now I won’t know till at least Monday if these have been accepted… It’s taken 2 weeks and a phone call, 2 live chats and 11 emails to try and get my funds, (I have the live chats screen recorded, phone call evidence and the emails) it shouldn’t be this difficult to get paid. I’ve asked to speak to complaints to be ignored twice and always receive an automatic reply ie thanks for sending details we’ll let you know in 48hrs etc

Also upon checking my credit file, which I do every month, they’ve done a soft search on the 1/07/22 so they clearly know I’m a legit person. They also won’t tell me why they’ve searched me. I’ve never had this done by any other casino (I personally find it odd).

I’ve also now had other casinos soft search me since even though I haven’t signed up to them.

Unresolved

£150

Delaying 1400 withdrawal

Hello,

I signed up to Casino.com and deposited 400 euro with no bonus. I played live roulette, for about 20 minutes and made a withdrawal of 1400 euros.

Casino.com then emailed me requesting my KYC. I supplied my Card, front and back, ID, selfie with ID and POA. I received an email saying all these were accepted (see attached email evidence) I was then emailed stating they would need to do a verification call? (I have never been asked for this from any casino).

I completed the verification call which took 35 minutes of my time and I was asked extremely invasive questions. I was then told the withdrawal would be processed in 48 hours. It has been over a week and no withdrawals have been processed.

I need askgamblers to intervene at this point as Casino.com are not responding to my emails and have not confirmed their ADR or registered business address for any action I wish to pursuit.

Thank you in advance.

Unresolved

€1,400

Easy to deposit and impossible to withdraw

I made a deposit on casino.com using my Revolut virtual VISA card, which was no problem. I won and finished the terms of condition for the bonus and landed on 28700 NOK which is around 2870 euro. This is when I first attempted to withdraw my money (23rd of July). Following just the regular process, I was asked to verify my account, they approved documents and I tried to trigger a withdraw again. They declined it claiming I cannot withdraw more than what I first deposited with my card (which was 2000 NOK). I spent an hour talking to support to figure out why but I never received a good explanation, just that I should try again, with 2000 NOK. This was also declined with this explanation from support(copied from chat)

"I see here the withdrawal failed because your CC7212 is not supported in Credit Fund Transfer, so our finance department advised if you can request the withdrawal via a different payment method so we can process it".

This is a straight up lie since I've made deposits on other sites and got my withdraw through my card details. I tried explaining this but they just simply denied that it was possible. I tried to make a new deposit with my mastercard instead. Unfortunately they don¨t take mastercard, customers support replied. They then adviced me that the only way possible for them is to send money through ecopayz. Unfortunately ecopayz is banned in norway and I'm norwegian. :)

So.

This site doesn't accept VISA, Mastercard or bank transfer to withdraw money (only to deposit). Chat makes you wait 10 minutes between every message and they straight up lie. I know my card supports Credit fund transfer since I used it on more than 3 different sites successfully after casino.com told me it doesn't.

I find no way of withdrawing my money, they told me that they would contact me if like a new method to withdraw funds is presented but since it's been about 2 months now I have no hope of ever getting my money.

Avoid this site at all cost they will never let you withdraw any money you deposit.