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I had a pending withdrawal of 1000.00 from 11/09/2020, after making a deposit using my debit card and choosing a deposit bonus, and winning a total of 1100.00. I was advised to provide a picture of my ID, a picture of me holding my ID along with a dated newspaper, credit card verification form, a utility bill and copies of my cards. I sent all that information in, was told by several chat agents that I had to wait for the documents to be verified, but once that was done then they would proceed with my withdrawal. I received the email indicating that my documents were verified, and my account was updated. I received an email yesterday requesting my Bitcoin address and my registered email to start the withdrawal and whenever I provided the information I tried to log into my account and couldn't. I contacted the chat agent again and was advised that my account has been closed and all money voided and then he immediately left the chat.

I went through a divorce, and had my updated with the casino a few months back. Went through all of that verification of documentation then as well. I have the email correspondence from the name change as well that I will provide.

It appears that they may have updated it only in some places but I did request it be completely updated and to my knowledge it was. My profile stated I was in good standing with my correct name, email, address and phone number, and my status was "depositor"

Thank you very much, Christina, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

No problem. Thank you

Hello Christina.

Because we are not sure, if your name change in the account caused this troubles or something else. I want to invite the casino representative into the discussion. I hope he will explain to us where was the problem and help you.

Okay

I would like to point out that my name change was handled months prior to this and that my documents were verified once again just a few days ago and I was told that I was verified to proceed with the withdrawal.

Soooo, what's next; since they are obviously not interested in responding to this complaint?

Hello Christina, the casino representative contacted us directly with evidence about you.

You were identified by their system as a fraud involved in multiple criminal activity, all deposits have been refunded for security reasons. Your account was banned. We checked the evidence and all looks legit.

I would like to see this evidence, since they verified all of my information and documents prior to sending me an email requesting my withdrawal method and information. Also this is the ONLY casino that I've ever had an issue with, and I have played and withdrawn from every single one without ANY issues whatsoever. And for the record, no deposits were ever refunded back to me. And with that being said, if that were the case that I am involved in so much criminal activity, why would I even be refunded back for my deposits? I want to see the proof, I believe I am entitled to that if that is the real reason.

Furthermore, if I'm such a fraud and involved in all this criminal activity AND I have been banned........WHY DO I KEEP RECEIVING EMAIL PROMOTION BONUSES FROM THEM?!?!

I am sorry but we can't share the information from casino's internal systems for security reasons.

But let me ask you:

How many deposits did you make to this casino and how many different credit cards did you use?

So I went back and reviewed my transactions for 2020 and here are my deposits and the card that was used:

March 3, 2020 $30.00 AMEX

March 17, 2020 $30.00 AMEX

March 17, 2020 $30.00 AMEX

March 29, 2020 $30.00 AMEX

May 30, 2020 $30.00 AMEX

July 18, 2020 $30.00 AMEX

August28, 2020 $35.00 AMEX

November 9, 2020 $30.00 VISA

I used the same card, have my transaction statements and deposit confirmation emails to back up my transactions. I also provided the credit card verification form back in February, as well as here recently in November when I used a new card. I have not defrauded anyone and they've had zero problems taking my money for at least a year.

Well by my information you also made some unsuccessful deposits from three more credit cards and 2 of them were marked because they were used for credit card frauds. In such cases, the casino closes the account and returned all the deposits to the originated credit cards. It is a standard procedure.

If that were the case then why wasn't my account closed at those times? And as I have stated I never received any deposited funds returned to me? There were a total of 2 declined payments that I have record of and immediately following the declined deposits I was able to deposit. And the only reason they were declined was because I didn't move the money into the account prior to the deposit.

It's simple. The casinos make the security check only when the player attempts to withdraw. Maybe you did in the past some chargebacks, or report a stolen card. In this, we truly can't assist you anyhow. If you are flagged as credit card fraud, then I strongly recommend you to contact your bank. The casino did what they must in such case, return the deposits to credit card holder/holders in case that you are not who you are, and credit cards are stolen. I am sorry, but we can't help you or accept your complaint in this case.

We are rejecting this complaint based on what we wrote above.