Won from a $15 share bonus, upon withdrawal needed to provide front and back of drivers licence and medical card, once they were provided to them the casino than rejected my withdrawal and accused me of illegal betting activity and the remarks on my withdrawal slip say ‘suspected money laundering activity dear’

Dear skipsta88,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you make any deposits into your casino account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear skipsta88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I played slots, no I didn’t deposit, my winnings were accumulated from a $15 share bonus

Thank you very much for your reply, skipsta88. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Have emailed it through

Thank you very much, skipsta88, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello skipsta88,

This is Michal again, and I’ll be handling this complaint moving forward. After reviewing the case, I’ve noticed similarities with the issues you’ve reported at other casinos on our complaint forum. Based on the information available, it appears these casinos may be most likely operated by the same entity, which unfortunately means this case may face the same unresolved outcome as the others.

While I will still reach out to the casino on your behalf, I want to be transparent that the likelihood of a favourable resolution is quite low.

We would like to invite Richard88 Casino to join the conversation.

Dear Richard88 Casino,

Can you please provide more information along with supporting evidence on how the player has allegedly engaged in "illegal betting activity" and how they should have broken your rules?

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 skipsta88,

I have tried to contact the casino repeatedly but, as expected, had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru