500 Casino - Confiscated winnings due to alleged multiple accounts.

Created an account on 5th of december, played for one day, won some money and asked for withdrawal. They asked to complete tier 1 and tier 2 kyc verification. After I did it they accused me that this is my second account and they will keep my money. I havent created any account before and this is my only account. They refuse to provide any evidence regarding the incident.

Dear Polarek,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise which games you played while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

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 Polarek,

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.