4Stars Casino - Player’s account was blocked.

Deposited 10k - Won 20k. Tried to withdraw, they cancel the withdraw and asked for pow. (proof of wealth) i send all my pay slips for the last year which exced 25 000 chf. It was clear that i could deposit 10k or more in the casino. I left the winnings. Whilei the money was in balance i could deposit and play. Today was disable to play ( so they disabled games for my account after i wagered the money even that the account is in the same state since i initiated the withdrawal. ). 

They also have a cashback bonus every monday. Today i was about to receive 600 more for my losts in that casino.

Also tomorrow i was about to receive 1000 from playson torunament that they are running there. 

So instead of that they just closed the account today sending me an email that i have failed to send the documents required. I have sent them all. They say that i had 30 days to send them but closed my account just after 5 days in verification.

Here are screenshots

Dear evalimani,

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. Do I understand correctly that your winnings have been cancelled and your account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I have won without a bonus. I provided documents maybe 30 mins later. Thank you for the reply

Thank you very much, evalimani, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi evalimani,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 4Stars Casino to the conversation to participate in the resolution of this complaint.

Thank you, Peter

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.

Hi evalimani,

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 (http://www.gaming-curacao.com/) 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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter