Dear Sir/Madam,

 I'm having a problem situation.

On March 22, 2021, I received an email from the casino that my account has been closed. The casino also reported that this was their business decision and did not provide any reasoning for it.

I have studied the rules of the casino and I can confidently say that I did not break the rules. The reasons for blocking are not clear to me.

I wrote to the casino many times in order to find out what was the reason for blocking my account and asked for permission to withdraw my money (2562 US dollars). However, the casino does not want to reply to my messages.

I am convinced that the casino has no right to block my funds unilaterally without giving reasons. This is contrary to the general rule of law.

I would be very grateful if you could resolve my situation.

Dear vladlenS

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?

If there’s any relevant communication between you and the casino, please forward it to [email protected].

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

Best regards,

Petronela

Dear Petronela,

I answer all the questions of your letter.

1 On March 21, in response to a casino request, I uploaded a 2-sided image of my ID to my account. I did not receive information on the results of the examination of the document.

2 My winnings have been accumulated with an active bonus.

3 I have not received any payments from the casino.

I am also sending screenshots of casino correspondence to [email protected].

Thank you very much, vladlenS, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello vladlenS,

I looked at your complaint and will do my best to help you. I would like to invite 888 Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the 888 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’.

Hey Viliam,

We only now saw your email.

Could you please ask the player to provide his user name and email?

Please set his info as a "private".

Best,

Good day! The casino gave me the option of withdrawing my deposit, however, it still unreasonably withholds my winnings in the amount of USD 1,047. Please explain the reason for the confiscation of my winnings. I have read the casino rules again, there are no violations in my actions. The casino should not unilaterally decide to confiscate my winnings. Withholding my winnings without giving reasons is a violation of my rights.

I ask for help in resolving my situation.

Hey www.kpvfaw.com

We cant post any info about this case.

The player can contact [email protected].

www.kpvfaw.com we could send you info by email.

Good day.

Dear Casino,

please, send me the requested information to my email: [email protected].

I can confirm that I've received an email from Casino representative but unfortunately in the email wasn't any relevant information regarding the case. I've asked them for an explanation, as soon as I'll get a response, I'll inform you here.

Dear vladlenS,

Casino stated that they are not willing to solve this complaint and they will not communicate with us. Unfortunately, I can't help you more, just close this complaint as unresolved.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello, vladlenS.

I am taking over this complaint after the casino asked us for reopening it.

We discussed with the casino representative what we could do more for you. However, there is very important information to which we have no access, and there is a good reason for that, and we understand it.

Please let me know if you already wrote to [email protected] as a casino representative suggested.

The next step will be to contact the licensing authority, which has access to all information and can make a proper decision in this case.

Hello, vladlenS.

I talked about this complaint with a casino representative, and certain proofs which we need cannot be shared with us. We agreed that the best way how to proceed is to contact the licensing authority. 

Please submit your complaint here:

https://www.mga.org.mt/support/online-gaming-support/

Please let me know when you do so. I will close the complaint with a status: waiting for the decision of the regulator.

When the licensing authority decides, please contact me via email ([email protected]), and we will close the complaint accordingly to the regulator's decision.

Dear vladlenS.

Could you please confirm that you submitted the complaint to the regulator?

Hello, I've reached out to the lawyer to make the right complaint. It takes a long time. When my complaint will sent, I'll let you know. The lawyer told me that the complaint could be considered by MGA for six months. I will inform you of the stages of the complaint.

Thank you for the update.

I am closing the complaint with the status: waiting for the regulator's decision.

When you receive a final answer from the MGA, please contact me via email: [email protected], and we will close the complaint accordingly.

Dear vladlenS.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear vladlenS,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.