Complaint #27 Simple Casino

Delaying payout after lengthy verification process

By Joergen W.

4 years ago

Hi,

I am currently struggling to get my funds out of my Simple Casino account. This due to a very lengthy verification process. I have verified ID, selfies, proof of address and other questions. I have sent in source of income/wealth to Simple Casino. Many times.

For context, my main source of income/wealth comes from a big win at bet365.com (which I have sent to Simple Casino). But I have had to send in personal bank statement, not used for funding any casino whatsoever, for their verification process. This is used, in my experience, to make the process extra lengthy when it has no relevance to my playing at Simple Casino. The verification process is now in its 13 month. And they ask me personal questions which again, have no relevance to my playing at Simple Casino or how I funded my balance at Simple Casino. I didn't use driving lesson money, friend fixing my bike or my fathers extra payment so I can continue my medical studies. They can have a look at the gambling winnings I have sent. That should very much be enough proof.

This process has taken 13 months. I am being charged dormant fees now. I see no other option than to ask AskGamblers team for help. I believe they have misused this verification process to delay or circumventing paying my balance. I hope to hear from you soon.

Disputed Casino Simple Casino

Reason Verification issues

Amount €35000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

jwulf

• Norway

4 years ago

Hi. This case is resolved. Thanks to simplecasino and askgamblers for the help.

AskGamblers

• Support Team

4 years ago

Dear @jwulf,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Simple Casino

• Representative

4 years ago

We are sorry to hear about the lengthy verification process ongoing on your Simple Casino account. As per EUs 5th AML directive, we are required to verify the source of funds on certain accounts and sometimes unfortunately this process can take some time until all details have been verified. However 13 months does not reflect the standards we are aiming at, and we are continuously working towards providing great customer experience, whilst meeting regulatory requirements. We believe there is now resolution to your case, and it has been communicated to you by our verification team. Do not hesitate to get in touch with us if you have any further questions.

Simple Casino Complaint Stats

Resolved 11 / 14

Avg. Amount $11,056

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Simple Casino Complaints

See all complaints for this casino

Verification process is the challenge and not paying my winnings

At Simple casino, I tried to withdrawal my winnings. I have registered here year 2022 and usually they have paid winnings normally. This time I won bigger amount of money than usually. They paid first 400 euros normally. After the second withdrawal they started the verification process. The amount that is still missing is 3330,02 euros. This is a normal process for casinos I understand but the verification process starts to feel that they are to stall and not pay my winnings. In this case they are looking for documents that casino do not normally asking for customers and this process is taking too long than normally so its getting very difficult. First they asked me to send basic things such as proof of address, proof of ID, holding my selfie next to me and bank statements 21-days. After that they asked me to send 6 month-bank statement from 2 bank accounts. I sent those files and they keep asking me where that 500,01 money came. I wrote them email and explained that my interest or fixed-account was the transfer. You can see from the screenshot and proof. I sent Simple casino team the PDF-files. They are looking for one bank transfer 500,01 euros transfer. I already told them that money came from my interest account when I closed it. I sent them a proof that I made a deposit 2024 and the last payment came my gaming account. Normally the funds should transfer my other account but this time it went another account where the money should not go. Anyway, I have provided all the information what they wanted and I think they should pay the winnings. I thought its time to call a little help or judgement for the Askgamblers. I do not have anything negative about the website but this verification process is taking too long and some help.

Resolved

Casino doesn't accept official bank statement

Hello Ask gamblers, Simple casino asked me to send them 1 month bank statement from my bank where is my IBAN my name and Bank name visible, I sent them the official statement downloaded from my bank and they just don't want to accept it because I think they try to stall and not to pay my money, I have asked from my bank and there is no any other document that could be downloaded because this is the official from them. Please help me i have read Simple casino used to steal lot of money from people. For some reason it won't let me upload the bank statement here it says " Upload error. Only the following characters are supported: lower case & upper case letters, numbers, '_' and '-'. So if I could send you the document via email. Additionally, when I try to ask for complaint procedures they refuse to give me them.

Resolved

€9,300

Failing to verify my account after already verifying it

Dear askgamblers,
I want to outline the timeline of events to make things clear.
October 21- signed up and deposited to simple casino
February 22 - verified my account with simple casino
February - made a withdrawal from simple casino
March - withdrawal was processed
April - My withdrawal was not claimed, the email went to my spam email
May - Withdrawal amount returned to Simple casino after I had to chase simple casino to confirm they had my money even though the company (gigadat) that process the funds for simple casino confirmed it was sent back to them
June - I make my withdrawal again
June - I am asked for multiple verification documents in order to verify my account
July /August - I send off these documents again, even though my account was verified back in February/ March
August - I am then asked to provide a selfie of me holding my id ( I send it through - it is accepted)
November - asked to provide a copy of my credit card statement from 01/09/21 - 30/11/21

I have not noted all the various documents I have already sent them
1. Proof if ID
2. Proof of address - bank statement
3. Proof of deposit - statement showing deposit made to their site
4. Proof of money returning to them
5. Selfie with ID

All of these documents have been submitted and accepted.
I am struggling to get a copy of what they are asking for as that account is no longer active.

To be frank, asking for a statement of an account that existed a year ago is ridiculous and does not provide any verification to them.

I would like you, askgamblers to review my complaint and for simple casino just to pay out my winnings so I can move on and forget their site even exists

Rejected

Moneys stuck

My account has been locked for about half a year, all the requested documents have been sent, but nothing happens. They always say only the second phase of verification is going on but nothing happens and half a year has passed and the money is stuck.

Unresolved

€430

Very slow verification

I tried to do my withdrawal on 26.2 so almost a month ago. Simple casino has asked me a lot of documents which I have sent but they have started to ask irrelevant documents too like my skrill transaction history even though I didn't deposit with skrill and it has started to feel like they are only playing time now, I sent my skrill history too. My verification email history is already 15 messages long.

Resolved

Hard withdrawal

I made a withdrawal on 12.2 and then sent documents as they asked and after that sent extra document that they asked from me. Extra document was sent on 16.2 and after that I have visited their chat couple of times but nothing happens.

Even after the chats they haven't contacted me and the documents are totally fine.

The evidence is attached.

Resolved

€2,000

Stalling with verification and withdrawal

Hey,

I won around 4000 euros in the autumn of 2021. I was asked for a lot of documents which I submitted. After that for long time I was asked for different formats of bank statements that I have also submitted.

Our conversation lasted for months. I have submitted everything that was required through e-mail, but recently Simple Casino have started to ignore my messages.

After I provided the last statement they asked of me they started stalling with their answer, which can be seen from the screenshots that I have attached to this complaint.

Please help me to resolve this issue with my withdrawal.

Resolved

€4,000

Withdraw taking weeks

Won at Simple Casino on December 27th and withdrew 2000 EUR. After that I still have 800 EUR more in my gaming balance.

I went to their chat to ask about the payment on the 30th in hopes I would get the payment before new year. Chat asked me to send my ID and address proof to their email and I did so immediately. I asked if they could check them right away and they said no.

On January 5th they asked for my bank statement and I emailed them the statement on January 6th.

Since then I have emailed them and chatted with them asking for the payment, but there has been no progress.

I hope with this complaint my documents will be finally checked and payment processed.

Thank you for the assistance.

Resolved

€2,800

Money stuck

This company used to pay in 24h but all of a sudden they have started to act strangely meaning that my withdrawal has been pending since 17.12. 15.12 I was paid 5000 euros within 24h. There are two links posted here. One of the links shows that my withdrawal was asked 17.12 and the other one that 31.12 there is no pending withdrawal anymore. Fact is that this 5000 euros withdrawal has not been paid anyway. 20.12 I sent them some documents which were accepted. Reason for this delay has been claimed to be my high volume transactions. High volume transactions I have had several here but they never used to be a reason for this kind of behavior.

https://drive.google.com/file/d/1Z5Srh1_1FKB58cslNy-TKtUIwpfz_np8/view

https://drive.google.com/file/d/1YKgIqsJhfGnUvroNNfCXVGbuHuIzQlvP/view

Resolved

€5,000

Dragging my 1500e withraw

Hi 31.11.2021 I made 50e debosit and after wager I made 1500e withraw after that I have been trying to complete verifacations on my account. I have sended all what I was asked and triple checked can I provide even more or are documents. Ok at this time they don't need enything more but they have not verified my account, so I cannot complete my withraw.

2021-12-07 03:38 PM UTC I was told my withrawal was accepted and I would get my winnings in 6-8 hours. Next day I noticed I did not get my winnings. Sadly, I got answer is was mistake from chat and my withraw was not accepted.

Today again iIasked more details what is taking so long to verify my account. Answer was: "I can see your account is in the second phase of verification and it takes more time than the usual one". I asked reason why my account takes more time than normaly, and I dint not get reply.

I think I have been more than understanding with this case so far. 28 days should be more than sufficient. My all time debosit to this casino is 700e euros and this is first withrawal and it seems I cannot sort out this matter by myself. Please can you check this case AskGamblers team.

Best regards, Ville

Resolved

€1,500