Casino is refusing to Pay

Sons of Slots continues to cancel my withdrawal requests and refuses to pay my money. I’ve been registered in this casino for some months and have done some deposits and withdrawals in the past. However, the casino has now refused to pay a new withdrawal for 3 weeks, always coming up with a new excuse.

I requested my first withdrawal on January 29th, which was cancelled by the casino. In the past I already provided them with my ID, proof of address and proof of payment, so the account was fully verified and as I mentioned, I already received withdrawals in the past. Nevertheless, they cancelled my request and told me I needed to provide a document proving the ownership of my phone number, which I found a very odd request…

Still, I took the time to go to my mobile operator store and get a document, I provided it to them. They refused it… This process was kind of a joke to be honest, as they declined this document and sent me an email saying that, if my mobile number was pre-paid (which I already mentioned it was in a previous email), then I needed to submit a print screen from my operator’s site. I provided them with the print screen and they refused it, saying that they didn’t accept print screens. It was a joke, I had to send them a print screen of their previous email and after a lot of fight, they finally accepted my document to verify the phone number on February 3rd.

So, I had the document approved on February 3rd, which was the reason my withdrawal was being cancelled by their side. I then asked for a new withdrawal and they told me it would be approved in up to 48 hours, which of course, it wasn’t. I sent them emails almost every day after the 48 hours passed, but they just kept saying it was still being processed and I had to wait.

Then, on February 14th they told me that they decided to cancel my request once again and disable the withdrawal option from my account. This seems completely illegal to me, to be honest, they basically don’t allow me to request a withdrawal of my money but allow me both to deposit and gamble. I’m sure there are some responsible gambling rules they must abide by since they are “regulated” by MGA.

We are now at this point, they disabled this option, cancelled my withdrawal again and say that they are running some more reviews of my account. There is no timeframe, they just keep refusing the pay and coming up with new excuses for this, as I have been trying to withdraw my money since January 29th…

So, a sum of this (my account was already with ID, address and proof of payment verified, with previous withdrawals paid, but of lower amounts)

- January 29th: I ask for a withdrawal which they cancelled.

- January 29th: casino says the reason they cancelled is that they need proof of ownership of a mobile phone number

- February 3rd: document of ownership is accepted and the reason why withdrawal was being refused was “solved”

- February 3rd: I ask for a new withdrawal

- February 14th: withdrawal declined, casino says they blocked the option for withdrawals on my account as they need more review

I ask for your help on this, as they are trying to take my money with more and more excuses.

I’m attaching all relevant print screens to this situation.

Thank you