Casino Barcelona - 一般ディスカッション

I joined Casino Barcelona in May 2023.

Username: Vi************gh

User code: ********

They accepted my verification and everything was fine. I played some games, won some money, lost some money and in March 2024 I successfully withdrew €20,000.

After that, I tried to withdraw more of my balance and I encountered several obstacles...

They asked me for proof that I was the owner of my Skrill account, even though they had already accepted and paid into it on multiple occasions. I sent them the document that they had previously accepted, but now they rejected it. I then asked support what specifically they needed from me, as they kept rejecting my ID, and they said they wanted a video of me with my ID, stating my name and ID. I did this and Casino Barcelona said they were satisfied and I could withdraw.

When I went to pick up, they told me they needed to call me, but they never seem to call when they say they will. I call them, but they say they need to call me, but the call never goes through. Everything was fine before, I don't understand.

Me uní al Casino Barcelona en mayo de 2023.

Nombre de usuario: Vi**********gh

Código de usuario: ********

Aceptaron mi verificación y todo estaba bien. Jugué algunos juegos, gané algo de dinero, perdí algo de dinero y en marzo de 2024 retiré con éxito 20.000€.

Después de eso, intenté retirar más de mi saldo y me he encontrado con varios obstáculos...

Me pidieron prueba de que yo era el dueño de mi cuenta de Skrill, a pesar de que ya la habían aceptado y pagado en ella en múltiples ocasiones. Les envié el documento que previamente habían aceptado, pero ahora lo rechazaron. Luego pregunté al soporte qué específicamente necesitaban de mí, ya que seguían rechazando mi identificación, y me dijeron que querían un video mío con mi DNI, diciendo mi nombre y DNI. Hice esto y Casino Barcelona dijo que estaban satisfechos y que podía retirar.

Cuando fui a retirar, me dijeron que necesitaban llamarme, pero nunca parecen llamar cuando dicen que lo harán. Yo los llamo, pero dicen que necesitan llamarme, pero la llamada nunca se realiza. Todo estaba bien antes, no entiendo.

Hello there.

I would like to ask you firstly, please, not to share any kind of sensitive information on the forum. Please be careful with it, as it could very easily be abused.🙏

And now to the verification issue.

May I ask what kind of call they want to do with you? Is it supposed to be like a verification video call, perhpas?

It is not unusual that a casino would do some additional checks whenever it comes to larger amount of withdrawal money, but this sounds that it is a long going situation. Right?

So, may I ask when exactly you requested your withdrawal before they asked you for all these additional checks?

I hope we'll be able to help you get this solved.

I'll type in English if its easier for you.

I've called and spoken to them lots of times, they say the call is for "security reasons" and that they must call me but they never do. When I call them they say they cannot transfer me and that I should expect a call but we go around in circles.

I provide ID > They say "OK, you can withdraw" > I attempt withdraw > They say we need a phone call > No phone call is made and the balance is returned to my account > I then get an email asking for ID again

Hi! English is pretty cool, thank you.

It truly sounds like a verification call to me. Thinking about that from the casino's perspective, for them it may also be a matter of security; perhaps some marks have risen from their security or risk team. In any case, if you are still in contact with anyone from the casino, try to set up a concrete date for the call to take place. Just to avoid unnecessary delay or complications. What do you say?

Hi,

I've tried thatbut they never call me. its been a few times. its like they're kicking the can down the road until I give up

So, in this case, our complaint team will be ready to help, for sure.

Let's wait for the reply from them and see how the situation will unfold.