I have had an absolute NIGHTMARE with this awful casino. I have been lied to and messed about beyond belief.

I am fully verified and have managed one withdrawal to my skrill for 300 euros. Then all the problems started.

I attempted to withdraw 400 euros. The withdrawal was pending for 2 weeks! I kept being told to be patient, the money will be sent. Then it was cancelled. I chased on email and after being ignored for almost a week they came back asking me to detail my question in more detail! I sent another email with the issue and screengrabs. I got a response saying 'The withdrawal was processed fine', referring to my 300 withdrawal. AT THIS POINT I LOST PATIENCE. I did another withdrawal of 500 and this one was cancelled (three weeks into this at this point). I was then told it was a system error and would be fixed. I said I was appalled and wouldn't play here and wanted my full balance sent to me by any means, bank transfer, crypto etc as I believe the casino is short on money or is going bust and they are trying delaying tactics.

The casino responded to the above by now saying they needed EXTRA verification (despite me being verified) me holding my passport and a piece of paper, then me taking a selfie of ever page of my passport and another ID document if I have one. ABSOLUTE NONESCENE and done because I requested my full balance due to terrible treatment. Im verified, have had one withdrawal, only have one ID and not sending them copious amounts of selfies when they have done this to withhold winnings further.

Please help, this is clearly against your fair gaming code.

Dear Scott,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. Each casino is unique and requires different documents from players at different times. It isn’t anything unusual, that the casino requires additional identity verification even if your account has previously been verified.

I am afraid you will have to go through this process, and I would recommend you to fully cooperate with the casino and provide the required documents as soon as possible if you want to get your winnings. Please keep us updated if there is anything new.

Looking forward to hearing from you.

Best regards,

Kristina

Please review my evidence more carefully.

My account has been fully verified. The casino then kept giving various excuses over the course of a month as to why my 400 euro and 500 euro withdrawals were rejected. I was told to be 'patient it will be processed', then when it was cancelled to 'request again, it should work now' to 'there is a technical glitch we are working on it'.

As you will see from my evidence they have now (due to losing patience and say im not playing here) begun a blackmail tactic saying they could sway the payment provider IF i provide a selfie holding a handwritten note, a picture of every page of my passport (never in a million years should a casino ask for this, has nothing to do with KYC and can be used for fraud) and if I have it an alternative ID document (I don't).

I may provide a further selfie with handwritten note once the 400 and 500 withdrawals that I was told would be processed (over the last month) are processed. But at this stage the casino has provably lied, asked for things that can be used for fraud and have treated me awfully. This is all against your fair gaming code and more then a little bit suspect.

Thank you very much Scott for your reply. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina

Hello Scott!

From now on, I will take care of your complaint. I would like to invite representatives of Haiti Casino into this complaint in order to help us resolve the withdrawal issue.

Thanks Martin. Great Avatar BTW!

I have just received the attached from the casino. This has come after the month of excuses stating my withdrawal would be processed etc and it was an issue with payment provider/ a lot of winners.

This accusation is 100% COMPLETELY and utterly false. I am sure the person handling this complaint can see the casino is doing nothing short of attempting theft given the fact I stated I was not playing there again after the treatment.

I am disgusted by this and I hope Casinoguru can see through this behaviour and demand clear and transparent responses from the caisno.

Christina, Martin, Scott, on behalf of Haiti Casino welcome you!

Thank you for coming out in a constructive dialogue and give you extended data:

Mr. Scott registered with our club on 2021-11-19 (3 months ago), made a deposit of 100 EUR and won 2,600 EUR with an astonishingly low number of spins in the game. After that he did not visit our website for 1 month 9 days and after he came back he started to withdraw money in small amounts 300.00 EUR on 28.12.21. Such behavior was considered suspicious by our security service and we started an investigation to find out that Mr. Scott had 82 open accounts with our club and that one of our game providers Edict also started an investigation to that effect. Having analyzed the situation we requested additional documents from the client in order to clarify his full and unconditional involvement into the mentioned precedents and also in order to clarify the absence of sanctions imposed on the client in the network of payment systems.

Having received a refusal to provide documents, we had to block accounts and prohibit the payment of winnings, in accordance with the paragraphs of the rules of the club: "1.3\4.4\4.5*".

All necessary confirmations of our words will be ready to provide CasinoGuru at your request.

Dear Haiti Casino,

Thank you for your response and explanation of the situation. I would like to ask you to provide us a supporting evidence, you can do so by reaching me via email: '[email protected]'.

Absolutely absurd and completely untrue.

The only factual information here is that I took one month to make any withdrawals due to being in the hospital. This is not against any terms.

Opening 82 accounts is complete rubbish. I have only got one account and only one within the SG international group.

@casinoguru I too would like to have access to this ‘evidence’ to support this accusation.

It is a complete lie. Also, interesting, how many numerous excuses the casino has given me for not processing withdrawals over the course of two months now.

@casinoguru I would also like you to provide me with the investigation by the game provider ‘Edict’ considering I have never heard of this provider and never played any games.

*Also note I refused to provide pictures of every page of my passport for verification (due to it being absurd and not needed). I only have one ID document so would not be able to provide a second one. However I said I would provide the selfie with a note under casino gurus supervision as the casino had showed itself to be honest (further evidence here by the absolutely ridiculous claim I have 82 accounts!)

Dear Haiti Casino,

Unfortunately, we were not able to receive any evidence or further details about the situation as it was pictured in your previous reply.

We are extending the timer by 7 days. If you fail to respond within the set time frame, we will have to close the complaint as ‘unresolved’, which will have a negative impact on your rating.

You will close the complaint as ‘unresolved’?

What recourse do I have following this? The casino has blatantly lied, committed theft and cannot provide any ‘evidence’ of my ‘82 accounts’…..

Dear specialists of CasinoGuru! All of the evidence on Mr. Scott's issue was provided to you, on the very first day of contact. Thank you for your consideration.

In addition, we would like to note that the player claims that he did not use games from Edict, while all his winnings were obtained in games of this particular provider, which we are also ready to confirm on your request. 

We ask you to make a decision on this situation.

Casinoguru can you please share with me the evidence of me having 82 accounts?

Can you also please share with me details of who edict games are? I cannot find them online. Also how playing Edict games is in anyway relevant to this complaint?

Dear Haiti Casino,

As it was mentioned in my previous reply, please note that I have not received any evidence of the situation as it was described by you up to this date. I would like to ask you to send them to me once more to my email address: '[email protected]'.

So this will be the third time you have extended the deadline.

The complaint has been opened three and a half weeks. None of my points have been addressed, the numerous lies from Haiti and now they have lied to you twice and claimed they have sent ‘evidence’ of the ‘82 accounts I opened’….

Dear Scott,

Please note, that discussion about this issue is still in the process with the casino representatives. Regarding the evidence provided by the casino, please be aware that we are not able to share any evidence provided to us by any casino from various reasons. The information is strictly confidential and in case of your interest, we can ask the casino to supply the information to you as well, however we are not able to guarantee the outcome.

That is wholly unethical. ADRs such as ECOGRA make it a requirement that information is shared between all parties. This is to ensure fairness, transparency and if anything needs to be referred to a third party solicitor.

I insist upon this.

Has Casinoguru simply given up on this complaint now and is okay with the casino Lying and stealing a players money?

Dear Scott,

Unfortunately, after my last attempt to discuss the issue with the casino, they remain unresponsive. Without their entry into this discussion, it will be impossible to work on towards any possible solution of this complaint. Please note, that they have provided us with some evidence regarding the matter, but it was not sufficient in proving their side of the story.

We are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. I am well aware that this might not be the satisfactory resolution for you, however we have our hands tied.

Haiti Casino is licensed by Curacao licensing authority, there is an option to raise the complaint with the casino's regulator. If you'd need any help regarding this process, please do not hesitate to contact me on my email address ([email protected]).

The casino can reopen this complaint anytime.