I played a free spins bonus. I got the bonus by making a deposit and went into it knowing that maximum cash out was $750. I hit 29970 while playing out my playthrough. It was a hard pill to swallow. Yes, but I swallowed it, because I knew what I was playing going into it. My first issue which I know you’re going to say just wait longer, but every other casino I play at and I play daily. They pay out within the first 24 hours. Even verifying identity. They obviously aren’t a top quality casino so I’m waiting. That’s not my complaint. My complaint is that they put me as a winner on their home page of their casino. A winner of $29970. They left that on there for two days. That was a lie. I didn’t win 29970. I won 750. That ticker that shows the recent winners is one of the reasons I started playing on that site. That and that I like the games they offer. Which leads me to the question that is every winner on that ticket only paid 750. Is that the scam? I haven’t got my 750, but I am trying to have confidence that I will. It’s just them drawing it out hoping I’ll reverse it and give it back to them. I won’t ever do that though and I won’t ever play on their site again, because it’s a scam and false advertisement for sure. I want to know if it’s legal for them to advertise I won it, when I didn’t. It’s my experience that when you win something it is given to you. All of it or otherwise you didn’t win it. I want other people to know my experience. I won on the 6th and my identity still hasn’t been verified on the 9th and of course they only handle that during business hours.

Dear amandaturberville,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account?

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 amandaturberville,

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.

My account has been verified. My issue was more with the way they advertised me winning an amount of money that I didn’t actually win. The verification process was long. I had to contact them to find out what else was needed, because no one contacted me to let me know. It is verified and I have been paid $750. They keep the rest while advertising that I won it. The issue isn’t them keeping it. I was fine with that until they slapped me on the front page as winning. I didn’t win that amount. I won $750.

As you have received your rightful winnings in accordance with the maximum cashout rule, we will not be pursuing this case any further. It's important to note that winnings are manually capped after the completion of wagering requirements, following a comprehensive review of the player's gaming session. If the full amount appears as withdrawable for a brief period, it is solely because it has not yet undergone the necessary checks and processing.

I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.