Ive had problems withdrawing with this casino dating all the way back to 2017 or 2018. They kept giving me the run around about how they need to confirm my documents which ive sent them over and over for confirmation to their designated email. Documents were confirmed and they still didnt pay out so i gave up. Now its 2023 and i log in my account again to try again. First thing i notice is theres almost 400$ missing from my balance. I remember having way more than that but i digress. I ask support and he claims i used a coupon and they deducted all but $100 from me. I claim to never have used a coupon and ask for any proof that i did and for the rules and terms the govern said coupon. The support told me there is no proof besides a date and amount deducted from my account and i have to just take his word for it then rudely ends the chat right in my face. I proceed with withdrawing whats left in my account. I use their new identity verification system (hooyu) from within their cashier menu to verify my documents in order for me to request a withdraw. I waited over a week for the withdraw to be processed. I log into my account to find the withdraw was denied. I ask support what the reason for it being denied was. He gives me the same old run around about how i have to send my documents to their email. I told him how i had just confirmed my documents in order to even be able to request a withdraw and my account clearly states my documents are verified and dont expire till 2027. It says it right in my account Manager. He insists there are no records of any documents submitted or verified on my account. Which makes no sense. He is very rude and doesnt want to listen to a word i tell him. Then again rudely shuts off the support chat. So now here i am.

Dear gambledthedoge,

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. Could you please post here a screenshot from your account showing your documents have been verified? Which documents did you upload via hooyu? Have you provided the documents again via email as suggested by the support agent?

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

Best regards,

Kristina

Dear gambledthedoge,

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.

front and back of id card proof of address and selfie. Same documents were submitted on hooyu. Yes i have submitted to email several times.

Thank you very much for your reply, gambledthedoge. Before we contact the casino, could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear gambledthedoge,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.