What happened to you if you don’t mind me asking?

That sounds good; since there isn't much to do, maintaining a positive approach seems wise. I am also hoping for the best for you.

Hi, seems like I spoke too soon. I was trying to log in this morning to notice that I can’t. My account says ‘under the review’. I still have a balance of ￡1900 due back to me

They informed me that I didn’t comply to their terms and conditions and my account has failed verification (even though it was again verified on 17/06) they said I’m going to be unable to reopen and cancelled all my withdrawals of ￡1900……

wow! No words left

Hi,

anyone else had issues with this casino? They closed my account stating they couldn’t complete verification even though it has been fully verified. Account balance at closure ￡1900

Oh,.. I guess the casino's low Safety Index is not a coincidence after all. ??

Did they tell you more about the failing KYC? I mean, what does it mean they could not complete it? I believe the point is that the player provides necessary documents; it is not about the casino ability to complete the process. Perhaps I'm just playing with words here, but it feels awkward to me.

I'm quite shocked, as I believed the account had already undergone verification.

Well, time for the complaint to get us some insights, I reckon.

No they haven’t given me any additional information why it failed verification, they just said it failed it and then copied a vague reference to terms and conditions. I also received a message from one of their support agents saying that my balance of ￡1,900 was manually withdrawn which I think what they meant is that they claimed my money. After questioning that they sort of said disregard my message as I think they’ve given me that information by accident. Anyway, complaint has been raised and hopefully it gets me somewhere

So, if I got that all well - for some reason the casino management is convinced that the verification was not sucessull, it appers the balance was therefore confiscated. No additional info provided, because, well, I do not know why.... I firmly hope the complaint will resolve that! Try to hold on, please.

Correct. I’ll just leave it to casino guru complaints to deal with it, maybe that will take me somewhere. Of course will be there to cooperate

Thank you so much for your patience and cooperation. If anything changes or new information becomes available, please notify me. I'd like to keep track and see the situation resolved, of course.

Hi, still no update on this. They keep saying I’ll receive an update via email… they are still withholding my balance of ￡1900. It has been 6 days

Hi. So the casino has not moved forward with the withdrawal.

Branislav will do his best to help out, I'm sure of it, but that will also require some time. I imagine the worst part is the waiting. I wish I could do something about it. ??

Thanks. Yes no update…

will see what happens! What are the timelines for raising a complaint as noted it’s still not been raised directly with Magius?

Hello, actually, it has been raised. The casino gets notified the moment each case is accepted. Even before we ask the management to step in. Do you remember me saying that their Safety Index is not very good? Such casinos are not usually very interested in cooperation.

In any case, once the timer is set to casino, each casino has two seven-day periods to resolve the complaint.

It takes time to find out what the outcome would be. ??

Oh understood! Thank you ?? do you know on what day it was raised to them?

You are welcome.

I understand that the casino receives notification as soon as the complaint is accepted at Casino Guru. Hence, some casinos even approach my colleagues sooner than they have a full assessment of the whole situation from the complaining player. Sadly, not this casino. ??

Thanks. I’m so fed up with this Casino now… can you guys make an escalation and raise it with casino asap?

Of course you are.

However, as I was trying to tell you right from the beginning, I would not expect this casino to resolve anything soon on their own. Its warning says, "Very high value of withheld winnings in player complaints in relation to the casino's size"

Therefore, we must maintain a positive outlook. Almost 6 days for the casino to get in touch, as the timer says,...

Yeh what are the chances they will reply at all if they have been ignoring me for 10 days now

Uhm, slim, I guess. ??

But the adventure is not over yet. I prefer to be optimistic.