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Casinia Casino - Account disabled, absurd requirements to reopen it

解決済み
苦情情報
係争中のカジノ カジニアカジノ
理由 支払いの却下
€ 9100
uzell55 アイルランド
投稿日 2018年2月7日

On 29.11.2017 i have created my account at Casinia Casino, played the welcome bonus , respected all their T&C and won big 9100 euros. After my account was succesfuly verified, i managed to withdraw 4000 euro untill yesterday when i realised that my account was disabled. I got in touch with their support asking for more information about my disabled account. They said that in order to unlock my account i need to sent them a full Neteller statement with ALL my transactions in the past 6 months. I think this statement is private and a casino is not entitled to request such a document. I think the finance departament tryes to cancel my future withdrawals.

投稿日 2018年2月8日

Dear valued customer,

Thank you for taking your time to write this feedback.

At the moment your account is being checked by the Security Department. That is why we kindly ask you to provide the information which is stated in the letter you received from the Financial Department.

We would like to remind you that by creating an account at out projects you accept all the Terms and Conditions and agree to follow them. According to the paragraph 8.7 The Casino retains the right to withhold, deny, or cancel payments or certain sums of winnings if there are suspicions that you are abusing the bonuses, promotions, or rules of any game.

As well as it is stated in the paragraph 8.1.3 The Casino retains the right, as it sees fit to perform any checks of a player’s background with credit and financial institutions for verification of the information that has been provided.

We hope this clarifies the situation. Please, do not hesitate to contact our Live chat in case you have additional queries.

Best regards,

Casinia Casino Administration

AskGamblers
投稿日 2018年2月11日

Dear Casinia Casino,

AskGamblers Complaints Team is kindly requesting you to provide the following information and/or further details regarding your statements referring to KYC procedures you left during the complaints process so far:

- Detailed information and proofs of how exactly you reached to the conclusions that player's activity in your casino could be classified and/or raised reasonable "suspicions that player is abusing the bonuses, promotions, or rules of any game";

- The exact term/s and/or the relevant requirement set by your official regulatory body where it is duly stated you have the right to request a full transaction history of any e-wallet account and/or bank account used by the player to fund their casino account.

Thank you in advance for your cooperation.

投稿日 2018年2月14日

Dear Ask Gamblers,



We would like to clarify the situation due to your request of providing
proofs

-The Financial Department has verified the account and made a payment
schedule according to which the amount of 4000 euro was already paid out
to the player. Administration kindly ask player to provide a proof that he is the owner
of funds and his gaming activity isn’t connected with money laundering.

This requests are made by the Administration in Accordance with Terms and Conditions paragraphs 4.4. and 5.6.
https:­//p­rnt.sc­/iem7e4
https:­//p­rnt.sc­/iem9wy

We want to underline that we are not accusing our player in any illegal actions and the extra checking is made only for the safety of this and other players.


We want to congratulate the player once again with the big win, and we will do our best, to pay out all the winnings as soon as possible.

Best regards,
Casinia Casino

AskGamblers
投稿日 2018年2月17日

Dear @uzell55,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

カジニアカジノ 苦情

  • 6 / 6 解決済み
  • 1日 平均レスポンス
  • 1週間 平均苦情ライフ
  • 21,748 USD 平均額

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