Hello,

I have been scammed by Tritium casino, they deactivated my players account after request of withdrawal. It was 3rd request of withdrawal, the previous 2 was successfully done. Now I fell very much cheated from side of Tritium casino. They locked 3500 my fair winnings. I made deposits to Versus Odds Group casino's from 6 years and I never fell that like now. My players account is fully veryfied by them KYC. I never write to support of casino Tritium about gambling issue. They dont have that messages or e-mails. I didnt use there bonuses too. So I think they found a way to block my players account and cancel my withdrawal. After that deactivated they didnt answer on my emails. I hope you may help me, please.

Thanks in advance

Hello djdark4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tritium Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,.

My account is fully veryfied on 4 May 7.35 AM

"Dear djdark4,

We're delighted to inform you that your Tritium Casino account has successfully passed the KYC validation process.

This essential step ensures the highest standards of security for your account and transactions, offering you a worry-free environment to indulge in the thrilling world of online gaming.

The KYC validation is a crucial process that enhances the security of your account for seamless transactions by verifying your identity. It's our commitment to providing you with a secure and enjoyable online gaming experience."

I didnt use a bonus. I play for fun so one day I win and another day I lose but on 9 May 7.00 AM there was 3500 EUR on my players account so I decided to withdraw 1000 EUR. On 11 May 00.09 AM I got e mail that my players account is deactivated.

" Dear Dariusz,

We hope this email finds you well. We regret to inform you that, unfortunately, we have received notification from the gaming license team regarding your Tritium Casino account.

As per the regulations set forth by the gaming authorities, we are obligated to adhere to strict guidelines to ensure the safety and well-being of all our players. It has come to our attention that your account has been reported for gambling-related issues across the license, and as a result, we are required by law to take immediate action."

I sent e-mail on 11 May 5.35 AM

"Hello, 

May you reopen my players account djdark4, please because I dont understanding that message. I do everything correct. I have only one players account. I play for fun. I hope you can help me to solve that problem. 

Regards, 

Dariusz Wos"

I sent another e-mail on 12 May 21.45PM "Hello again,

I confirm that I dont have problem with controlling of my game. I have only one players account on Tritium Casino and I feel that you deactivated my account because I made 4000 EUR withdrawal and that is the problem of your licence. I will write to Curacao Master Licence Holder because I feel cheated of your action. From 10 year I made deposits to Versus Odds Casinos and now you have problem to make withdrawal of 4000 EUR. I am very sad that you made that action. I am going to warn other players that you do the same action for them. I hope you understand my arguments because I play only for fun and my account can be reopen. 

Regards, 

Darius "

I got no answer for my request to this day??

Hello djdark4,

Did you ever self-exclude yourself at any authorities or other online casino? How much did you deposit into the casino in total and how much did you receive from them?

Hello,

I use only freeze periode 24 hours from time to time. I use daily deposit limit too. I dont use other options of self exclude periode like weekly or monthly freeze periode. I did deposit into the casino Tritium in total 1400 EUR and I receive 2000 EUR from them.

I add copy of my chat with support of one casino of Versus Odds B V Group under Antillephone N.V license, Dexterbet I have players account there too

Agent profile image

Peter

22:31

Peter

Agent profile image

Dexterbet typically replies in a few minutes.

22:31

Agent profile image

Hello and welcome to live chat! My name is Peter and I will be assisting you.

22:32

22:32

I got e-mail from other casino of Versus Odds B V

Agent profile image

And?

22:32

22:33

Dexterbet is member of this Group right?

Agent profile image

Please sent me a screenshot

22:33

our casino does not cooperate with other casinos, we work independently

22:33

22:35

Screenshot_20240603-223428.png

22:35

Screenshot_20240603-223516.png

Agent profile image

we work independently, we do not cooperate with them

22:35

22:36

Dexterbet has the same license so they locked my players account because I used self exclude on dexterbet

22:37

I wrote to Antillephone N.V and they cant help me to reopen my account there

Agent profile image

Do you play on this casino?

22:39

22:39

Yes I play, my winnings on Tritium is locked so I am affraid my winnings on Dexterbet can be locked too

Agent profile image

dexterbet is an independent casino, don't worry

22:40

with our casino dexterbet you are safe

22:41

22:42

The same license and nobody can help me in this situation, I played on all casino's from Versus Odds and I am not sure that continue of my play with Versus Group make sence

Agent profile image

Don’t worry

22:43

22:44

May you write to that support ofT ritium about my playing, I used freeze periode here on Dexterbet and thats leggal so why they have a problem

22:45

May you protect my opinion, please Peter You are management from one casino of Versus Group

Agent profile image

No, we are independent casinos, we have Antillephone license

22:45

22:46

They have Antillephone license tok

22:46

too

22:48

Screenshot_20240603-224746.png

Agent profile image

I am not able to help you at all

22:48

22:48

,

22:49

Nobody is able but you are admin from one of these casino's Group

Agent profile image

we have nothing in common with that casino, they have a separate owner

22:50

22:51

I am not going make more deposit here in this situation because you write that they have separate owner but they write about information from this all license.

22:51

Antillephone N.V license

Agent profile image

many other casinos have the same license it doesn't mean they are all related

22:52

22:53

Yes, but they deactivated my players account consist of information of license

22:54

They got information that I used self exclude and I lost winnings there

22:56

If my account wont reactivate there I am not going make more deposit to your Casino and other from Antillephone N.V license because I can lose my winnings on every moment for that strange reason

Agent profile image

I can only tell you that you are safe in our casino

22:56

22:56

I dont believe after that action of Tritium

22:57

I will believe if you may ask them, why they did it user djdark4, please

Agent profile image

I will tell you again we have nothing in common with that casino in our casino you are sure but it is still your decision what you will do next

22:57

Thank you for contacting us. I will close the chat now. If you have any other queries, feel free to contact us again. We would appreciate your feedback after this chat! Have a nice day!

22:59

23:00

Weel, I wrote, if they reopen my players account on this license Antillephone and I have access to my fair winnings I continue my playing in Dexterbet too, if they dont reopen my players account, I am not going make more deposit to all casino's under Antillephone N.V license

Agent profile image

Ok

23:00

Have a nice evening

23:01

Bye

23:01

23:01

Have a nice evening too!

23:01

Bye!

Conversation ended on Today, 23:04

Hello djdark4,

Can you please clarify how much money do you exactly have on your Tritium account? Did the casino ever contact you regarding receiving that balance?

Basically, the casino can block your account if they have an information regarding your addiction or suspect it but the remaining balance should be paid out to you if you did not request for exclusion directly here.

Hello,

I have there locked exactly 3500 EUR. No, they didnt contact to me from one month. I sent e mail about my third withdrawal request on 21 May to their financial sector [email protected] and no answer from them I got.

"Hello, 

I would like to ask when I get this withdrawal on my Bank account because I wait 12 days for it and still nothing. When I make deposits then its coming instant on your account so why I must waiting so long for the withdrawal from you ??

Regards,

 Darius"

So as, I wrote I never requested for self exclusion consist of gambling issues and they dont have that declaration from me. Besides I asked on others casino support like Dexterbet.com from the same license Antilephone NV about my users data and nobody agent see problem with any conflict with license. I added copy of e-mail from Antilephone to Tritium casino support

"Complaints

Wed, May 22, 5:15?PM

to Versus, Complaints,me

Dear Sir:

We sent your mail for review to the operator last Friday. They have confirmed that they will further investigate and provide for details and/or justifications.

Sincerely,

ANTILLEPHONE N.V.

License & Dispute Resolution 8048/JAZ"

That e-mail is important evidence in this case. If the licenser had information about problems with my data and addiction, they would have written it to me in this message, but they are demanding explanations from the tritium casino. I dont understand why the licenser wait so long for these details and\ or justifications. Its abnormal and without rules.If they dont get explanations so long they should put pressure on Tritium to have their license taken away.

Tritium casino dont want to pay out my winning so they made false problem about regarding of addiction. May you write to them support and to the licenser Antillephone N.V. , please. You have right that the remaining balance should be paid out. Maybe you will put a pressure on them to resolve that problem. Thank you for interesting of my case.Nobody wants to help me so your activity is very important for players and if I managed to get back this winnings, I would donate part of it to support your forum.

Regards,

Darius

Thank you djdark4 for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving.

Regards,

Nick

Hello djdark4,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Tritium Casino,

Could you possibly provide additional information regarding the blocked account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Hello djdark4,

I have been contacted and informed by the casino that you have received your funds, and that you withdrew them successfully on the 12th of July. Can you confirm this information for us?

Hi,

I confirm that I got this withdraw but my players account is still deactivated. I am not going to request once again to reopen my players account there. I found better casino for play and withdraw of winnings.

Regards,

Darius

Dear djdark4,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

www.kpvfaw.com