Complaint #8 Simple Casino

Skrill deposit left skrill but did not credit

By desireemozzer

5 years ago

I made a deposit with skrill and it left hero gaming. I got the receipts. It never credited Simple Casino.

Chat have given me the run around, first they said wait 48 hours, then they said it was a payment gateway glitch and they have done an auto refund and it will be sorted in 3 days. It wasn't and when I chased they refused to give me any transaction number or information at all. Sent in all history from skrill and skrill support stating it left my account and should of credited. Skrill also state an auto refund would of been automatic.

Currently the money is missing and simple casino chat is beyond awful, they read from a script and won't really help or give me specific info to my case.

Disputed Casino Simple Casino

Reason Amount not credited

Discussion

AskGamblers

• Support Team

5 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.

Should the player face issues with any oustanding issues or payments which were not part of the present case or payments referring to another casino operator, the player is welcome to submit a separate complaint.

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

Simple Casino

• Representative

5 years ago

We cannot comment individual cases here without knowing full details, but when it comes to customer due diligence in general, we always follow regulator guidelines when it comes to approving documents from our players. We understand that it might feel unnecessary hassle to send them but would like to assure you that we are not doing this in purpose to make it difficult for you or any other player. We hope you have received clear guidelines from us by now as what type of documents are required and your issue has been solved. If this is not the case, we urge you to contact our customer service at your earliest in order to resolve the issue.

desireemozzer

5 years ago

I have the money in the account now.

But you are now refusing my Utility Bill for verification even though you are well aware it;s all on one document grouped together in Malta.

Why are you being difficult at every turn?

I have reported this to the affiliate I signed up through.

Simple Casino

• Representative

5 years ago

Hi!

We are sorry to hear about bad experience this customer received. We acknowledge delays can sometimes happen with deposits and in some cases we need to wait for bank (or Skrill in this case) response before we can solve the case in customers favor. However funds will never go missing and will be either automatically refunded back to customers Skrill account or credited with delay to Simple Casino balance.

If player in question is still missing her funds, we encourage her to contact our customer support, mention this complaint and we will ensure she will get a clear reply as what is happening with her missing deposit.

Simple Casino Complaint Stats

Resolved 11 / 14

Avg. Amount $11,056

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Simple Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 12 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 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

Delaying payout after lengthy verification process

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.

Resolved

€35,000

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