Hey,

The casino closed my account and declined the winnings and has not provided further details as to why. About 2 weeks later I downloaded the first 3 documents for them and they were approved. It took 3 days and they asked for more documents, I sent them too.

It went on again for several days and then came up with a message, "Unfortunately, we can't verify your account yet.
Since you have many matches with other accounts, we are waiting for the rest of the accounts to send us their documents. In case we can't identify all the accounts you have matches with, your account will be blocked and your deposits will be returned. "

I knew right away that there would be no payment from them. And what do they mean "wait for the rest of the documents from other accounts ??? !! I don't understand this.

Well of course I asked for refinement but it didn't come. Went week and then came a call where were asking what and how I've been playing them and everything else aj, for example, what the game brought the biggest profit ?? couldn't remember when there were quite a few big wins.

Then came the final message:

"Our security department has made a final decision and your account will stay blocked and winning funds voided.

Based on your provided answers in verification call and different factors we have reasonable suspicions that your account is applicable with fraudulent activity's.

We will return your deposits to your Skrill account (25.00 EUR / 70.00 EUR)

Our management’s decision is final.

So, I realized that not all of my answers pleased me and take away the victory.

The casino in question recently committed the same offense to a few other players as well!

Dear Timo,

Thank you very much for submitting your complaint through our website. I’m sorry to hear about the problem with your winnings and account. I would like to know if there is a possibility that you have more than one account opened at this casino. It is not unusual that casinos close duplicated accounts.

Thank you in advance for your reply.

Best regards,

Kristina

Hey,

I haven't opened more than one account and like I said I really don't know what they are referring to there waiting for other accounts documents ?? I really do not understand even that sentence what it means. At that time, I asked them where and what accounts they still look for. This is quite clear scam the casino side, I accept always have made a mistake if the casino just to give the necessary and what already asked for proof that what I have transgressed the rule of their opinion, and I have not received any response from them.

Hello Timo,

Thank you for your reply, I contacted the casino regarding your issue. I will let you know as soon as I have more information.

Thank you for your patience.

Best regards,

Kristina

The player send us an email that he received his winnings. We are glad to hear that your issue got resolved. We will now mark your complaint as 'resolved' in our system.