I played on the selected online casino on December 22, 2023, using a non-sticky reload bonus. I deposited €200 and received a €150 bonus. I later cancelled the bonus, and after playing, I had a withdrawable balance of €723.
Before I started playing, I carefully reviewed the casino’s terms and conditions to ensure compliance. During my gaming activity, the casino did not raise any allegations of terms or rules violations.
I played permitted games with an allowed bet size (€5).
The casino did not express any concerns regarding my gameplay, but on January 5, 2024, I was subjected to a random verification check.
I provided all the additional documents they requested, which included:
Photos of both sides of my driver's license
A selfie holding my passport and a handwritten numerical code
A video fulfilling the following requirements:
State my full name, the date of recording, and confirm that the video is dedicated to the additional verification process on the company's website.
Show the surroundings to prove that no third parties are present.
Wave my hand in front of my face for several seconds to confirm no face-editing software is being used.
Show myself holding my document and a paper with today's date and the company's product name.
Bring the document close to the camera, rotating it to show blinking holograms and watermarks, verifying its authenticity.
A photo of a notarized certification of my passport along with the passport itself.
After submitting all the requested documents, I received the following message from the casino on April 3, 2024:
"Your account has been blocked for internal audits.
The internal audit of your account will take up to 12 months. You will be provided with a result via your email registered on our website."
After 12 months, I did not receive any further communication. I contacted the casino on April 6, 2025, to inquire about the status, but I have not received any response.
Due to the lack of communication and resolution, I am now seeking your assistance in handling this matter.
