I created an account on January 28. I deposited and received the bonus funds, which I used to play with. After completing the wagering requirements, I spent a lot of time completing the KYC process, they requested documents a few times. Finally, I verified my account, it took me around 2 months, and requested a withdrawal of 853.73 EUR.

They hold it for a while and then informed me with the following:

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance and your initial deposit has been returned to your cash balance. Feel free to make a new withdrawal request.

They returned 20 EUR on my balance, which I deposited when I finished bonus wagering, cause I found out that crypto (I used for deposit) is not available as a withdrawal method. So I deposited 20 to register a new payment method and be able to withdraw funds.

I spent 3 months in total from deposit to that message, they confiscated my funds, my winnings, and I’m tired of this situation.

Can you help me? I provided them all what they requested, everything they needed, and they refused to pay me.

Dear lopezahumad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• What types of games did you play? Please specify the types as well as the names of the games you played while your bonus was active.
• Could you please send me a link or a screenshot of the bonus you took?
• Have you made any successful withdrawals from this casino before?
• Have you communicated with the casino’s support team about your concerns? If so, what responses did you receive?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello, thank you for your prompt reply.

1. I played slots. The following games are in my bets history: Turn Your Fortune, Rocket Dice, Minesweeper, Balloon, and Mine Island.

2. Here is the link

https://anarchycasino.com/en/promotions/welcome-bonus

3. No, that was my first withdrawal

4. On March 29 I received an email that my withdrawal was approved, later, in 7 minutes, it was failed due to technical issues. They asked to verify my account again (I don't know, but it was the second time in a row) which I did and request a withdrawal again. 2 days ago I received an email that the management decided to close my account with all my winnings and my first deposit. They don't reply yet, I asked for clarification.

Thank you very much, lopezahumad, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, lopezahumad,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Anarchy Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

We would like to ask the 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 may negatively affect its rating.

Dear lopezahumad,

Since we have not 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.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Kahnawake Gaming Commission - KGC) and submit a complaint directly to the regulator. Feel free to find more about their complaint resolution process HERE and general information regarding complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, www.kpvfaw.com