I joined Plexian casino on 23/12/2024. I managed to win a big sum of money and requested a withdrawal. I successfully withdrew €2000.

However, the problems began when I requested a fresh withdrawal for €2000, while leaving €8000 in my casino account.

Although I passed the initial verification stage, the casino asked for Source of Wealth details, which I sent them. They responded by saying that I did not provide them with the required information and that they have closed my account "as per casino T&Cs".

I asked them not to close my account but instead to specify exactly what they require. They were quite vague in their response and after several email exchanges (with me spending many hours compiling and furnishing them with documents and detailed explanations), they told me my account will remain closed. See attached text file for more info.

I feel I have been treated extremely unfairly. Frankly speaking, to use SOW/AML requests as a cover to avoid paying is unacceptable.

Please help me with my case.

Dear dsp99RF,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Plexian Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you provided, among other documents, supporting bank statements from 2022 representing your fiat transfers into crypto, and similarly, proof of deposits made in 2015 made into the trade platform of your choice?
• Could you please advise how much you deposited into the casino overall, to your knowledge?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Hi Tomas

Thank you for trying to help me. To answer your questions:

I provided a bank statement from 2022 showing my deposits into crypto. The deposits to the trade platform actually occurred in 2013. Although I did not provide a statement for this (only the growth), I would be happy to do so if required.

My first and only deposit to the casino was for €3000 on 23 December 2024, for which I availed of the welcome bonus.

Thank you very much, dsp99RF, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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.

Hi dsp99RF,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Plexian Casino to the conversation to participate in the resolution of this complaint.

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 dsp99RF,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter