Beschwerde #50
Casino Gods
Account blocked with no sign of withdrawal after ridiculous verification documents
vor 6 Jahren
I signed up to casino gods, accepted a £300 welcome bonus but won £10,800 with my cash on roulette without using any bonus funds. I forfeited the bonus and withdrew my cash which I'm well within my rights to do. I received an email for standard verification documents around 9pm, however the following afternoon I received another stating my account had been temporarily limited as per a routine standard check- In other words they have blocked my account and I can't log in.
In this email they asked for proof of ID, proof of address, proof of payment PLUS pictures of me holding my ID and bank card with a signed and dated note with a phrase on it stating use for only their casino and a user ID number. A little extreme to verify my account but since they were holding me to ransom I had no choice but to do as they had asked.
I provided all of these within 4 hours of their email asked for them (on the 27th February), since then I have heard nothing. I sent an email yesterday on the 2nd March chasing up why my account was locked. I got an email saying it was passed onto another team but have had nothing since. Normally I would wait for a reply however it's been 5 days since I sent my document with no reply. I have tried calling but just get hold music, that's it. No recorded announcements or anything and their live chat facility does not work. The fact they are so quiet and there is little to no way to contact them I am becoming increasingly concerned about my money which I'm waiting for especially since I have done all that that have asked for. I've no way of checking the status of my withdrawal as I'm locked out my account or no way of checking if they have actually approved my documents. I feel I've done nothing wrong here and they aren't treating me fairly, this casino are making me out like i'm some criminal!
With the help of Ask Gamblers I'd like to try and get this resolved plus also let other players know what this casino do to winning players.
In this email they asked for proof of ID, proof of address, proof of payment PLUS pictures of me holding my ID and bank card with a signed and dated note with a phrase on it stating use for only their casino and a user ID number. A little extreme to verify my account but since they were holding me to ransom I had no choice but to do as they had asked.
I provided all of these within 4 hours of their email asked for them (on the 27th February), since then I have heard nothing. I sent an email yesterday on the 2nd March chasing up why my account was locked. I got an email saying it was passed onto another team but have had nothing since. Normally I would wait for a reply however it's been 5 days since I sent my document with no reply. I have tried calling but just get hold music, that's it. No recorded announcements or anything and their live chat facility does not work. The fact they are so quiet and there is little to no way to contact them I am becoming increasingly concerned about my money which I'm waiting for especially since I have done all that that have asked for. I've no way of checking the status of my withdrawal as I'm locked out my account or no way of checking if they have actually approved my documents. I feel I've done nothing wrong here and they aren't treating me fairly, this casino are making me out like i'm some criminal!
With the help of Ask Gamblers I'd like to try and get this resolved plus also let other players know what this casino do to winning players.
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