I've deposited money (without BONUS so no string attached) and made around 1200€ wins so I wanted to withdraw it all and they asked me to send documents so they could be verified.
I had the good idea to back up everything I could. I have statement, chat logs and even videos of my earnings.
First they told me it was something with a "Withdrawal limit" and now Security Team won't let me pass their "checks" ?!?! They told me I should get an answer by e-mail in 24-48 hours but I didn't.
When I try to speak with the casino (Live Chat), they tell me that my documents are being reviewed by the team and then refuse them. They asked me to take pictures of several things which I did, even me holding my ID, credit cards and other documents. Everything is perfect on the pictures, everything matches, I'm honest player.
They tell me that it has been refused but won't tell me why and give me wrong things like : "Once they receive a valid documentation which satisfies our requirements under our Money Laundering and Fraud prevention regulatory requirements, the account will remain suspended and any funds will remain held."
All proofs are here, chat logs, etc.
What !??!! How is that even possible ? Everything is 100% legit, they are definitely trying to scam me, I guess.
You'll find in my documents everything you need to.