Dear AskGamblers Support Team,
Unfortunately, I now have to request your valuable assistance for the first time.
Please allow me to begin by mentioning that I always research any casino I deposit at beforehand, and if a casino has unresolved complaints on CasinoGuru or your site, I do not deposit there. This particular casino did have a relatively high number of complaints, but they were all resolved, which I found professional.
On April 11th, I deposited slightly more than the minimum amount (around €22) via crypto and was lucky enough to hit a 4,000x multiplier bonus in a slot game. Later that day, after fulfilling the wagering requirements, my balance was €1,300, and I requested two withdrawals of €500 each (as €500 is the withdrawal limit per transaction at this casino).
For the first few days, nothing happened. When I checked my account about a week later, I saw exclamation marks indicating verification issues. I always find it quite unprofessional when a casino requests documents without informing the customer via email. At the time I made the withdrawal request, and two days later, the status still indicated that no verification was necessary. I would also prefer that, like many other casinos, a withdrawal could not even be requested before completing KYC. This situation again gave me the impression of intentional delays by the casino, but I promptly uploaded the requested documents as instructed.
Unfortunately, the casino then engaged in the usual games, such as rejecting my selfie because not all four corners of the monitor were visible, or for similar reasons. However, after uploading around ten selfies, the documents were finally accepted.
Sadly, my proof of address was rejected, even though, according to the casino's own terms and industry standards, a landline phone bill is acceptable.
The casino then seized on a particular detail in my case, which is still being used as a pretext to withhold my winnings.
During registration, I provided my residential address. However, since I’ve lived with my partner at this address for over 10 years, all utility bills are in her name. I explained to the casino that my bank statement still shows my previous address in a neighboring town, where my parents (both over 90 years old) still live and where I spent most of my life. The bank only accepts clients from that district (even though the two towns are adjacent, they belong to different counties), and since it doesn’t really matter what address is listed there (mail is sent to my parents), I never changed it.
On April 22nd, I followed the instructions in the casino's FAQ and sent a request to update my address to [email protected], attaching the bank statement showing the address in the neighboring town.
Unfortunately, this email address triggered an auto-reply stating that no requests are processed via this address.
I then contacted the live chat and repeatedly asked them to forward my request, which they assured me they would—this has now been ongoing for over 10 days. Unsurprisingly, around 2 days after my email request to update the address, my bank statement was rejected, with the reason being that I should upload a document showing the same address I provided during registration. My previous explanations were clearly and deliberately ignored.
There is absolutely no legitimate reason for the casino to reject my address documents. It makes no difference which of the two addresses is used, as both belong to me, and my identity has already been verified and confirmed via selfie and ID.
I find it very disappointing when a casino searches for such excuses and simply ignores customer emails. I am fully aware that a new customer who wins a large amount is not exactly a casino’s favorite, but fair play dictates that the player's wins must be honored.
I also received no response to my last email, even though I followed the procedure outlined in the casino’s terms and conditions and sent my complaint to the appropriate complaints@ email address before opening this case here.
Dear complaints team, I have attached the relevant communication and other documents, and kindly request your assistance in mediating. Unfortunately, I have little hope—but we shall see.
Many thanks in advance.
