Hi

I wonder if you could help me with numerous withdrawal requests that I have made to the casino in mention.

I have been waiting months now for my withdrawal requests to be completed. I have submitted all requested documentation (passport, bank accounts, further verification documents), and tried to contact the agent and casino directly to ask what the problem is?

The casino, and sister casinos continue to contact me, about making additional deposits, but fail to reply to any of my requests.

I am in no doubt that I have played at the casino, within their terms and legislation and adhered to all of their requests with due diligence and process. However I am unable to receive any replies from their multiple agents, website address and specific email names?

I have waited for what I believe to be a more than reasonable amount of time, and as stated previously provided all information requested? I have copies of all my account, banking and transaction details readily available should any party need to see them?

I’m hoping that this has just been a technical error by the casino, but any advice you could provide me with would be invaluable.

kind regards

Mr D ***

Dear dpd22775,

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. Have you received any payments previously from this casino? Which payment method you have opted for to withdraw your winnings? Could you please specify how long ago you have requested your withdrawals? If there’s any relevant communication, please forward it to [email protected].

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you for forwarding relevant communication. Could you please advise if you have received any payments in the past? Was your account fully verified in the past?

Hi Petronela

Thank you for getting back to me in such a short period of time. I hope the information was all relevant, but if you need anything further, please do not hesitate to contact me?

In answer to your questions, Firstly I have never receieved any payments at all. Secondly the Casino never asked for any further verification, up until my withdrawal requests. Which as you can see I did send all the relevant documentation as requested, and was acknowledged. From this point I have tried on numerous occassions to contact the casino, but they have all been in vein.

I am still receiving emails from Casino Venetian, and actually received an email from them today from Mark at Casino Venetian today at 14:54, saying that they had deposited 8 euros into my account. If you require a copy of this email, please let me know?

Thank you once again for all your kind help.

Regards

Mr Dave ***

Thank you very much, dpd22775, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Dave.

Recently some rules for money transfers changed, and some casinos have problems to send money to the UK.

May I ask which payment method you used for your deposits and withdrawals?

No need Dave. 

I want to invite the casino representative into the discussion.

Please explain to us what's happening with Dave's withdrawals and when they will be processed.

We would like to ask the Casino Venetian 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’.

Hello Dave.

P24B Malta Ltd is a company which has a Malta in the name, and it doesn't mean that it is a Maltese company or that this company holds Maltese license. More information you can find here:

https://www.dnb.com/business-directory/company-profiles.p24b_malta_ltd.5a89f99c220e86be8b2fd682528088c1.html

A casino may have more licenses - because only one license may not cover all the players what casino accepts, and some countries have their own special license. (UK, Sweeden, Denmark...)

Don't worry in case that casino fails to respond, we will help you to submit your complaint to the regulator. (it will be a time-consuming waiting for their decision) 

Unfortunatelly there is no law which prevents casinos from spamming people. You can opt-out on their website from receiving promo or maybe better to mark the conversation as spam in your email (but be careful, maybe they contact you and the conversation ends in the spam folder - I recommend to do it after you get the money)

I truly hope they will respond - but during Christmas, all the answers are taking much longer. (even ours)

Hi Matej

I completely understand your position, and you are doing everything in your power to help me. So please do not think that I am unhappy with your help, if anything it is the absolute opposite.

I am sure you have many people in the same position as me, so I am more than happy to wait, I was just unsure how far you could progress my claim, and you have told me everything I need to know, which is fantastic.

Thank you once again for all your help, and I wish you a wonderful Christmas and all the very best for the New Year.

Kindest regards

Mr Dave *******

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Please submit the complaint to the regulator:

Write an email to this email address: [email protected]

Your complaint must include:

1) Your personal information:

name, surname

your country of residence

your age

2) Complaint body must include:

casino name + license number (8048#JAZ10-2017)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened as thoroughly as possible (including the sum of money you are challenging)

3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino + link on this complaint.

Let us know when you submit the complaint.

We are closing this complaint as "unresolved". Hopefully, dpd22775 successfully submitted the complaint to the regulator.