Player from the Czech Republic played with a free spin bonus. He cleared the wagering requirements and wanted to make a withdrawal using Bitcoin. His account was then closed because of multiple accounts accusation. He denies having more than one accounts.
Surf Casino - Player’s winnings have been confiscated.
Amount: €50
Surf Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
Surf Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 years ago
Public
Public
5 years ago
Translation
19.1.2020 I registered and applied freespins for free. I won the requested amount of 1900 euros and then wanted to pay 50 euros in Bitcoin. Within a few hours they blocked my account and claimed that I had created an account with them on 13.1.2020 which of course is not true. They're just trying to lure and if you happen to win, they close the account
Automatic translation:
Public
Casino Quality Specialist
Public
5 years ago
Dear David,
Thanks for submitting your complaint and I’m sorry for your difficulties. Could you please answer a few questions so that I can fully understand what the issue is? Which exact bonus did you play with? Did you complete the KYC process (verification) successfully? Could you please forward any relevant communication between you and the casino to [email protected]? I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.
Best regards,
Satrio
Public
Casino Quality Specialist
Public
5 years ago
Dear David,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
Public
Casino Quality Specialist
Public
5 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
