Hello, my name is Cristian. I opened an account with this casino a few days ago, deposited around 1k euro, played, requested no withdrawals, and during my gameplay they locked my account. I have talked to support, explaining that I still had funds in my account which were my deposits, my money, no bonus had been claimed nor any withdrawal, but they would not unlock it unless I send verification papers, which I could easily send if they'd allow me to at least finish my funds, but they wouldn't. I will tell you as I told them, that under these circumstances I want all my deposits back ! What if I would've won out of my outstanding balance ? What then ? I would've asked for withdrawal, right ? And then.."THEN" they could have asked for ID's and I would've sent them obviously. I have nothing to hide. But I do have a problem with how they are treating me ! Please advise. Thank you
Any update considering your complaint? Thank you.
Hello there. Sorry for the delayed response, but I was caught up at work.
The only reply I got from Stan James is the same I mentioned to you by email (see my last reply to Danny, they were cc'd). In short, it consists in terms & more terms and the fact that my account stays closed.
The situation is as follows: I opened an account with the said casino, deposited 969 euro in several deposits of 50-150 euro each using a visa card, they had absolutely no issue when taking the money and while I was playing my last deposit of euro 50 they locked my account about halfway through without at least warning me first "Hey dude, stop depositing as we need to verify your details !" (which if you ask me they should do from the start, but why not take some money first from the client if we can ?).
At which point I chose not to provide them with the paperwork they requested and consequently they kept my account locked and the money too.
I would like to raise another issue together with my initial point which you agreed on (see my emails to your Danny): If they are so worried that it might not be me who's identity deposited that money, that they're doing this to prevent fraud and all that ..how is it that they're not willing to return the deposits to whomever card/bank account was used to make the deposits initially ? I mean come on, they are into this billion dollar business to make money and they couldn't care less what rules they break as long as they keep our money.
I wish this thing would be resolved as well, without going to a gambling commission or appeal to a court, which I will pursue this is a promise. But the only way for this to happen is for them to return the deposited funds. This would solve the problem either way: if I am the owner of the identity that deposited or.. if I'm not. The money would go back to the account that was used to deposit. But apparently, they won't budge. There is nothing more I can or want to say at this time (as advised by my lawyer), but this: I trust askgamblers, you were very helpful and I continue to trust that you will guide me forward on. On this matter and my future choices in online gambling.
The second countdown timer is almost out on my complain and there is not even an official answer from this casino. No wonder its rating dropped half point in just a couple of days.
At this point I would like to pursue the issue forward to a gambling commission or whatever you guys think is my best option. I would kindly ask askgamblers.com's guidance, as I will not let this go. Please reply on my email and I will provide with anything you deem necessary for going forward.
In addition, I understand you are about to become ADR (Alternative Dispute Resolution) provider, so please practice on my situation and maybe help reach a resolution. Thank you again.
Stan James Casino complaints
- 1 of 2 resolved
- 3 days avg response
- 6 days avg complaint life
- 280 USD avg amount
Stan James Casino - Delay in withdrawal
Stan James Casino - Delay in withdrawal
They have approved and processed a withdrawal of $560 on 7th July 2016 but I have yet to receive funds in my visa. I have contacted them a few times ...Read more
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