Hello, my name is < full name removed >, my user name is < removed > and I would like to make a complaint for Crazy Vegas Casino.
The story goes like this.
On April 1st I made a deposit of 500 euros using my credit card. i received a bonus of 250 which is a 50% bonus the casino gives. I played slots and I was lucky to win 20.000. (actually 20300 euros). I won 10.000 on a major jackpot by playing Mega moolah slots and I continued winning on different slots and stopped on 20300 as I mention above.
I made a small withdrawal of 3000 and I was waiting for verification documents. They asked me ID and Bill and I sent my Driver's License and an electricity bill. Then they asked for my passport. I told them that I have to renew it and I will sent it to them but it will take a few days. And that's what I did, I received my new passport 20 days later and I sent it. Since then i was waiting the verification of my details. I talked to their live support 3 times but I 've never received an answer on how the verification process is going. They were keep telling me that the finance and security department has to do the necessary searches.
All this took 1.5 month. On may 19th I received and email from their risk department. In sort terms they accused me of being a high risk player and they have ruled that all game play and financial transacting to be null and void. Also any withdrawal made with the casino was confiscated and they closed my account. They returned my deposit back to my credit card.
For they defense they used their 3.1 rule which I read and the only thing it says is that if they think that I am an abuser they have the right to close my account and confiscate any winnings.
And now i want to ask you. How am I considered an abuser by just gambling on slots? The only thing I did was playing in a jackpot slots a got lucky and won. Then of course I had to clear the wagering requirements because I had received the bonus, and I was keeping be lucky and double my winnings. I can't understand when exactly i was an abuser.
This is why I am making this complaint. I think that they have no right to confiscate my winnings, but I can't do more by myself, that's why I am asking for your help.
Please tell me if you need something to provide you with, r if you have any other questions I might haven't already given the answer.
Thank you in advance.