Redeeming my winngs

During the past 48h I bought 4 times their $250 megapack which it s supposed to reward you with a bonus spin, up to 100% value of the pack. 1st megapack purchase, received the bonus spin reward (won 50% extra ) 2nd pack purchase, they didn't reward me the bonus spin that comes with the pack. I related the issue to them and eventually rewarded me with a an extra 50sc to my account in order to cover the spin ( keep in mind that if i was going to spin, I could ve got , maybe, the full 250) . I didnt bother in that moment. 3rd pack purchase, received the bonus spin reward ( won 25% extra ). On the 4th purchased megapack, once again I did not receieve the extra spin, as intended and wrote them back. They didnt answer for over 24h. When they did ( screenshots attached ) said they'll review and i requested the full outcome, considering that I can't spin the wheel myself and first compensation was not fair, but that was past already. Last email from them :

Hi Mihai,

Thank you for reaching out.

After a thorough review of your account, we regret to inform you that we have made the decision to permanently close your account, due to a breach of the terms and conditions that you agreed to upon registration.

Please keep in mind that as per our T&C's and SC Rules:

We reserve the right to refuse a Customer Account to anyone, or to close an already open Customer Account in our sole discretion.

At the moment they closed the account, i had a pending redemption of $1100, that i don't know if they initiated it. Masspay was the method i used on their platform to make the redemption ( i priorly redeemed on wowvegas, with masspay and had no issues ). I made the redemption 21 h before my account got closed.

I sincerely want to know what's the status of my redemption and why they closed my account without any reason?

Please be advised that this decision is final, and the account closure will proceed accordingly.

Wishing you all the best for the future.

I was able to put money in and play, then when I decided to pull out, I was instructed to verify my identity, which failed.

I was then prompted to reach out to support and send all the documents and describe the case, which I did.

After a week and multiple emails, I have not received a single reply from a person, only an AI assistant that keeps telling me my case is being submitted for manual review and to wait.

I submitted all the proper documents for verification and it's been saying "documents are in were reviewing them now". It's been saying that for 4 weeks now and I just want to cash out my 3,000 $. I've had conversations with the AI support (because there is no live human support) and all I get is run arounds over and over and over again. I submitted my documents to support so much.

It's frustrating I just want to cash out n be over it

Hello,

I won over $500,000 while playing on their platform. According to their withdrawal policy, the daily withdrawal limit was $5,000, and over a period of about two weeks, I successfully withdrew over $50,000 without any problems.

After approximately two and a half weeks, however, my account was suddenly locked by the casino. The reason given was that I am a resident of New York, which they list as a restricted state.

When I first registered, I used my Florida residence, where I also live. Only after my first major win, during verification, do I provide my New York driver’s license. I hold dual residency in both Florida and New York, and at the time of registration, I was physically in Florida. The casino accepted my registration, deposits, and multiple withdrawals after full verification of my documents.

Additionally, when the casino questioned my residency, they requested proof of Florida residence. I provided an electricity bill in my name registered to my Florida address, as well as my house lease agreement in Florida. It has now been over two weeks since I submitted these documents, and I have received no further response from the casino.

Blocking my account only after I won a significant amount feels unfair and inconsistent with fair gaming principles. i have complied with all verification requirements, and the casino had every opportunity to review my residency status before allowing me to play and withdraw.

I kindly request that AskGamblers review my case and help ensure that the casino honors my legitimate winnings and pending balance.

Thank you for your assistance.

I sent numerous emails of my verification documents, and I still haven't received any response from a real agent except an AI bot.

I have proof of a screenshot of them saying those are the required documents, and my account should be fixed, but it's not.

I won a little over 3,000, and they won't cash me out.