SpiderVegas Casino - プレイヤーのアカウントはブロックされています。

Hello,

Spidervegas.com closed my account for no reason and confiscated my whole balance including the deposit.

I have registered with Spidervegas on June 26, 2021. I made an initial deposit of 0.015 BTC, did not take any kind of bonus and placed a couple of sports bets which I lost. Two days later I made another deposit of 0.02 BTC. Once again, I did not take any kind of bonus, free bet, promotion or anything like that. I played with my own money. So I played a couple of weeks and managed to reach a balance of 2,481.10 EUR (meanwhile my balance was 3,946.90 EUR before I had a losing streak). On August 25, I made my first withdrawal request via BTC in the amount of 400 EUR. I asked the live chat when they would process the withdrawal and they told me that I had to make a deposit via Bitcoin first as they would only find a deposit via card in their system. That was obviously not true. I asked them to check again and a day later they told me that I can now make a withdrawal via Bitcoin. I guess it was just a misunderstanding. 

Anyway, another day later I was asked for documents by the KYC department (ID, selfie with ID and the website of spidervegas in the background, utility bill and screenshots from by Bitcoin wallet). I submitted the documents and had to wait a full week before they replied. They apologized for the delay, told me that my "email was received as spam by default" but that the "account verification is now completed". Since they cancelled my withdrawal request in the meantime, I had to request the withdrawal again.

A day later, they came up with this: "Please note that your withdrawal is still pending, as we will still need a notarized source of funds from your side. Additionally, we will need a screenshot from your crypto profile showing your personal details." A notarized source of funds? A screenshot from an anonymous Bitcoin wallet which shows my personal details? That was the point where I became seriously wary. I explained to them that there are no personal details in my Bitcoin wallet but they refused to accept. They replied "we know that when you register you need to give your personal details, so you can ask the app you use for your cryptos to tell you where you can find that information." That's simply not true. When you register at Blockchain.com, you do not have to give your personal details. I tried really hard to explain them that there are no personal details but that I could provide them with screenshot of my account at the exchange where I bought the Bitcoin which I eventually submitted. Then they asked me for another bank statement from June 1 to July 31, which I also submitted. After a few more emails back and forth (mainly about the "notarized source of funds") they eventually sent me this email on Sep 2:

"Dear ,

Thank you for providing the requested documentation.

Your account has been verified, however upon reviewing your betting activity, the risk department decided to cancel your withdrawal request and deduct your balance due to breach of our Term 6.6 and 6.7.

" If, in the Company's sole determination, the Player is found to have cheated or attempted to defraud the Company, in any way including but not limited to game manipulation, using strategies (e.g Martingale, Anti-Martingale system) aimed at unfaithful winnings or payment fraud, or if he / she makes untrue and / or malicious comments with regard to the Company's operation in any media or forum, or if the Company suspects the Player of fraudulent payment, including use of stolen credit cards or any other fraudulent activity (including but not limited to any chargeback or other reversal of a payment) or prohibited transactions (including but not limited to money laundering), the Company reserves the right to publish the Player’s actions together with his / her identity and e-mail address, as well as to circulate this information to banks, credit card companies, and appropriate agencies. Furthermore, the Company may close any accounts and forfeit any account balances that the Player has with the Company

The casino makes random checks of the gambling behavior of players and performs complete control during a withdrawal request.

Your account has been suspended due to this decision. 

Regards,

SpiderVegas verification team"

I was shocked. I asked them for a reason but they have not replied since. I asked them how they justify to take my whole balance INCLUDING MY DEPOSIT (!) but they have not replied. The live chat just told me to send another email. I have sent 6 follow ups since, but still no sign of reaction.

Their licensor Antillephone NV is not able or not willing to help, so I hope Casino Guru can sort this and help me to receive my funds.

Thanks.

Dear Bastian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process.

Do I understand correctly that you haven't passed the verification even after sending all documents you had available?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Thanks for your reply.

I did pass the verification procedure. As posted above, the casino confirmed that my "account has been [successfully] verified".

However, the casino claims that I would have violated their terms without providing any further explanations.

Thank you very much Bastian for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Bastian!

I will take care of your complaint from now on. I would like to invite representatives of SpiderVegas Casino into this complaint in order to provide us with an insight on situation and to help us resolve the issue.

We would like to ask SpiderVegas Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.