Bonus violation voided winnings although bonus was declined

UK/ So I signed up to casino.com on Friday 1st of July 2022. Deposited £20 and won £150 I requested for it to be withdrawn same day. I checked again and was still pending. 6 days later I did try the online verification but clearly didn’t work.

I then contacted them via the live chat 7/07/22 live chat took from 15:47 to 16:47 spoke to 2 different people (was an issue with my email address, accidentally spelt @hotmail.com as @hitmail.com) I then had a phone call to change this with an intrusive phone call with every single detail of my personal details. After the phone call I was told to send my details via email would take 48 hours to be verified and paid, next day Ian replied saying they got everything, then on the 12/07/22 I asked what’s taking so long. So they accepted my bank card but not my driving license or council tax bill (surely if it wasn’t accepted they’d let me know sooner but didn’t)

Next day 13/07/22 I sent a water bill and my driving license in Clear view. Now I won’t know till at least Monday if these have been accepted… It’s taken 2 weeks and a phone call, 2 live chats and 11 emails to try and get my funds, (I have the live chats screen recorded, phone call evidence and the emails) it shouldn’t be this difficult to get paid. I’ve asked to speak to complaints to be ignored twice and always receive an automatic reply ie thanks for sending details we’ll let you know in 48hrs etc

Also upon checking my credit file, which I do every month, they’ve done a soft search on the 1/07/22 so they clearly know I’m a legit person. They also won’t tell me why they’ve searched me. I’ve never had this done by any other casino (I personally find it odd).

I’ve also now had other casinos soft search me since even though I haven’t signed up to them.

Hello,

I signed up to Casino.com and deposited 400 euro with no bonus. I played live roulette, for about 20 minutes and made a withdrawal of 1400 euros.

Casino.com then emailed me requesting my KYC. I supplied my Card, front and back, ID, selfie with ID and POA. I received an email saying all these were accepted (see attached email evidence) I was then emailed stating they would need to do a verification call? (I have never been asked for this from any casino).

I completed the verification call which took 35 minutes of my time and I was asked extremely invasive questions. I was then told the withdrawal would be processed in 48 hours. It has been over a week and no withdrawals have been processed.

I need askgamblers to intervene at this point as Casino.com are not responding to my emails and have not confirmed their ADR or registered business address for any action I wish to pursuit.

Thank you in advance.

I made a deposit on casino.com using my Revolut virtual VISA card, which was no problem. I won and finished the terms of condition for the bonus and landed on 28700 NOK which is around 2870 euro. This is when I first attempted to withdraw my money (23rd of July). Following just the regular process, I was asked to verify my account, they approved documents and I tried to trigger a withdraw again. They declined it claiming I cannot withdraw more than what I first deposited with my card (which was 2000 NOK). I spent an hour talking to support to figure out why but I never received a good explanation, just that I should try again, with 2000 NOK. This was also declined with this explanation from support(copied from chat)

"I see here the withdrawal failed because your CC7212 is not supported in Credit Fund Transfer, so our finance department advised if you can request the withdrawal via a different payment method so we can process it".

This is a straight up lie since I've made deposits on other sites and got my withdraw through my card details. I tried explaining this but they just simply denied that it was possible. I tried to make a new deposit with my mastercard instead. Unfortunately they don¨t take mastercard, customers support replied. They then adviced me that the only way possible for them is to send money through ecopayz. Unfortunately ecopayz is banned in norway and I'm norwegian. :)

So.

This site doesn't accept VISA, Mastercard or bank transfer to withdraw money (only to deposit). Chat makes you wait 10 minutes between every message and they straight up lie. I know my card supports Credit fund transfer since I used it on more than 3 different sites successfully after casino.com told me it doesn't.

I find no way of withdrawing my money, they told me that they would contact me if like a new method to withdraw funds is presented but since it's been about 2 months now I have no hope of ever getting my money.

Avoid this site at all cost they will never let you withdraw any money you deposit.

Hello,

I made a withdrawal on 23/07 (18 days ago) of $6.500 (USD) and received an email saying that it has been approved and processed

(transaction code 4644736).

I have also been told via chat that it has been approved and the funds will be transferred soon. Every chat was recorded.

It's been almost a month and the funds are not in my account yet. Already sent bank statements to prove it by e-mail (not responded).

account: < username removed >

Edit 10/08/2021

- I'm still waiting for the payment.

- I asked for a receipt of this payment to check if the funds were actualy sent but I did not receive it