The player from Portugal had had his 500 Casino account locked due to a self-reported gambling addiction. The casino had stated that the player could not withdraw funds for six months, which the player had disputed as this rule was not found in the Terms of Service. The funds in question had been a mix of real money and VIP rewards. The Complaints Team had engaged with the casino representative who clarified that the account had been locked due to the player's behavior indicating a gambling risk. The casino had also revealed that the player had multiple accounts, which had been banned for limit avoidance. The casino had moved the VIP reward to the player's main balance for withdrawal. The player had confirmed receipt of the funds, leading to the resolution of the complaint.
500 Casino - Player's withdrawal delayed after self-exclusion due to addiction.
Amount: 244 USDC
500 Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
500 Casino locked my account due to gambling addiction. They do not allow me to withdraw my funds within 6 months they say. I asked to them to provide the rule that says that, and they confirm that such rule do not exist in their ToS.
I intend to have my funds withdraw now, not in 6 months. It isn't part of any deal neither any ToS.
I need to withdraw my funds, thats all I'm requesting now. Not to play on my account etc. Just it.
Dear ghostingura,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you're facing with 500 Casino.
To assist you further, could you please provide us with the following details:
- When did you first contact 500 Casino regarding the locking of your account due to gambling addiction?
Based on the forwarded communication, it seems that the casino is not withholding any real money balance.
- Could you please clarify whether the funds in your account represent your actual real money balance or are they solely rewards?
Your cooperation in providing these details will help us investigate and work towards a resolution.
Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
I contacted 500 casino two weeks ago regarding to my case.
It is splitted between real money and vip reward. I can login into my account but I cant do anything with it.
Thank you very much, ghostingura, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
However, please keep in mind that we can only assist you in recovering winnings that are held within your account. Unfortunately, we are unable to retrieve loyalty points, as you were ineligible to redeem any bonuses while your account was blocked.
Hello ghostingura,
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 500 Casino,
Could you possibly provide additional information regarding the denied withdrawal attempt and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Hello,
The user requested exclusion multiple times and never followed through with the confirmation, yet the communication we had with him in support was worrying so we went ahead and treated him like a gambling risk and placed a force exclusion on the account.
The user has $243 locked in a VIP reward that he cannot claim, because it's a reward and we do not offer rewards to excluded accounts. Although not specifically mentioned in the Terms of Service, this is specified next to the exclusion button on the website and is also common sense.
It's worth noting that the user also has alternate accounts that were banned and limited on Sportsbook because he was avoiding the limits and has been an overall pain to deal with.
I've moved the reward to his main balance that he can now withdraw if he wishes to.
Goodbye,
regarding to 500 casino afirmations, in case of multiple accounts, don't they cancel all the bets in it? that didnt happen and my account wasnt closed on the moment I stated gambling addiction.
Dear ghostingura,
Do I understand correctly that you have received your refund and therefore I can mark this complaint as resolved?
Dear ghostingura,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal V, Casino.Guru
