Hello everyone. In April, the account was blocked and to this day they do not want to withdraw funds. They ask to expect some checks and results of the investigation, which may drag on for 6 months. Please help me to solve this problem.

Dear Mogwai, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

Did the casino inform you why your account was blocked?

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

Best regards, 

Veronika

Yes, I passed verification during registration. I did not use any bonuses. They told me that I was blocked, they write, wait and wait, to infinity

Thank you for the response. Could you please forward any relevant communication between you and the casino to [email protected]?

Sent screenshots to your email

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

Hello, Mogwai!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello,

The account of the user is under thorough review. The investigation may take several months since the case is being looked into by the sportsbook provider.

We are sorry that he has to wait so long. However, finishing the process is not totally up to us as a third party is also involved.

Also, according to our T&C, ''The Company reserves the right to hold the withdrawals for the time needed to investigate violations of the Terms and Conditions and/or applicable laws on the part of the Player."

For now, the player's account is limited and there is no possibility to make a deposit or withdrawal until the investigation ends.

Kind regards,

Mystake

Mogwai, am I understanding correctly that you have bet on sports prior to having issues with the casino account?

Hello. I bet on sports, played in the casino, played slots, just like any normal person who has registered in an online casino. I do not understand what they are investigating there for the fourth month. This seems to be complete nonsense and looks very funny. To be serious, it looks like a special delay and unwillingness of the casino to withdraw funds, that's all.

Today I wrote to the support of the casino, they offer to wait for me another 4 months, until October 15, until their investigation is completed. Ahah, the worst casino I've ever seen in my life. I don't understand how they can have a high rating.

Mogwai, unfortunately, it seems like your complaint is mostly related to the sports betting. We are not able to help players in cases such as this one. Therefore, I must reject your complaint. Also, I have sent you an e-mail with suggestions on how to proceed further. Thank you for your understanding and patience! I wish you all the best!

Also, if you will have any problems with casinos in the future, do not hesitate to contact us at our Complaint Resolution Center. We are always happy to help!

Respectfully,

Pavel K

Casino Guru Team