Delayed withdrawal, no answers why

Good evening. I found an interesting bookmaker that calls Dozenspins. Registered there, bet a lot of my money, lost something, won something. But on my first withdrawal 500 eur they disabled my account, when I got lucky and won big amount money.

The most interesting that amount that I won still less than the money I deposited. I ask you to help at this situation, support said to write on [email protected] but noone replies from there. Also they said that I got a message about my account but I didn't get anything. I ask you to help me return my own money and cancel Dozenspins unfair decision.

I created an account on 2022/06/03, also verified it on their site and my account was verified ( screenshot added). Also a few days later I got an email asking for more documents. I sent all the documents asked to a KYC immediately. Since day one I made 3 withdrawals of 2x400 eur and one 382 eur, in total 1182 euros. So the thing is- the casino said to me that the verification process is UP TO 24 hours. After that, I started asking why nothing happened and they just keep saying the same thing, that they are just busy on the weekends. But it's against their statements before. So My verification process is delayed from the casino site and also my withdrawals are delayed. Very bad experience with this casino. Firstly they were very polite and when I want to withdraw they started being non-friendly.

Dear Askgamblers, please help me if its possible.

Hello.

I have a an issue with the casino Deozenspins.

I made an account 25.11.2020 and to log in I used my bank account details.

I deposited via Ecopayz and won some, my balance was around 300€. I made a first withdrawal of 99€. They asked my bunch of documents (ID, selfie with ID casino screen behind me ect..).

I sent all the documents on 18.3.2021. Then they responded that Driving license is not accepted and that I need to send same documents with different ID. Well I do not have any other ID as I have not renewed my passport because of Covid-19.

So I let the verification to be for now until I get a new passport. Now on 9.11.2021 I decided to check my account I noticed that the layout had changed a bit for the casino and you could not log in with bank details anymore. I asked them to activate my account so I could ask for password to be able to log in.

They activated my account and I could log in with my email and password. But then I noticed that all my balance was gone (around 300€). I asked about this and almost immediately my account was closed again. Then I asked why my account was closed.

Chat told me because I have not verified my account in 6 months and email support told it is because "6.3. If during the processing of a chargeback request the user account was blocked and the user:

- not logged into his account for 90 consecutive days".

Well there is no mention on their T&C that account needs to be verified in 6 months and this is not any chargeback situation (also in the section 6 in chapter 6.2 there is "Dozenspins will send two additional notifications to the e-mail address indicated in the owner’s account.

A processing fee of €50 will be deducted from the amount to be refunded for each email sent.") I never received any notification emails. But this is not even relevant as this is not a chargeback situation.

AND now I checked their T&C and there is this under the section 36. KYC Policy:

"When a user selects to make a withdrawal inside the www.dozenspins.com Platform, then it is compulsory for them to perform a full KYC process.

During this process, the user will have to input some basic details about themselves and then upload. A valid ID Document (ID, Passport, Driver’s License)"

So Driver's License is a valid document and my account should have been verfied already when I sent the documents first time.

So I need that my balance will be placed back to my account and I will be able to make a withdrawal.

Clearly they are just trying to find an excuse not to pay, they are just replying different excuses and moreover these are not even valid.

I have attached the chat response from them about my account closure and funds confiscation, an email response about my account closure and funds confiscation and also the rules section 6. Chargeback that they are referring from their website.

Hello.

I opened my account to dozenspins in 20.8.2021 and played couple deposits to their site. All work fine and the casino look good and I was very lucky to win something from my all time favorite games!

Then was time to verify my account. At first the casino team was very happy and fast to inform me about the documents they asked me to provide, and like I should I provided them with everything they asked for.

Then suddenly, no answer. I have contacted their live chat service and asked for some help because their casino management would just ignore my messages. They every day send me a emails, which in they are offering some promotions, but they have not been answering to my account verification process in over a week.

They asked me to provide ID and my deposit method information, they have all that in because I send them immediatly after they request. But now it's been many days without no answer from them.