500 Casino - Player's withdrawal has been stalled.

I have not been able to make a withdrawal for almost two weeks.

Two weeks ago I deposited $105,000 and my deposit is now $129,000.

I was able to withdraw $20,000 with no problem, but the remaining $109,000 has been suspended for a long time.

The casino claims it is "for provider verification" but it is too late.

In case you are wondering, I have never used the bonus.

Dear fumemo,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 500 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?

Could you kindly advise if you passed the full KYC verification?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Thank you for contacting us.

The game played is Live Casino

It has passed KYC verification.

My last contact with support was on January 23.

Before we proceed with your complaint, please forward any relevant communication between you and customer support regarding your case to veronika.l@casino.guru. Thank you.

Thank you very much, fumemo, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello fumemo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 500 Casino to join the conversation and participate in the resolution of this complaint.

Dear 500 Casino,

Can you please provide an update on the status of the investigation into the player's winnings? What is the amount that is being investigated?

Kind regards,

Adam

Hi Casino Guru & Fumeno,

Prior to the investigation, we did receive signs and alerts pointing towards anomalies during the specific rounds / session of the player.

Upon that we did raise a ticket with the affected provider - Evolution.

Since we raised the ticket, there has been an ongoing investigation from their end.

We are still waiting for a reply from the game provider in order to determine if:

- The round(s) started and finished correctly

- There were any issues / anomalies caused from the provider side during the round(s)

- Or something that would not fit any of the above descriptions.

As the attached document shows - we raised this several days ago and have also shown willingness to speed up the process to get this solved as soon as possible.

Until we have heard anything from Evolution, our hands are tied and we are not able to take action.

Best Regards

Thank you for your response, 500 Casino.

Dear fumemo,

While I appreciate it is a frustrating situation, there is nothing that can be achieved until we know the conclusion of the game provider's investigation. These investigations can take some time, so I suggest allowing 14 days and then checking again to see if there is any progress.

500 Casino, please let us know if there are any developments in the meantime.

Kind regards,

Adam

Dear 500 Casino,

Can I ask if there has been any progress please?

Kind regards,

Adam

Hello,

Investigation is still undergoing to gather all details, but at this point:

• Evolution Gaming has concluded that the player is gambling using automated methods in order to find an edge rather than being a regular gambler
• There was a flaw in this specific casino game this player was playing and it allowed a certain degree of predictability of the outcome and this player was abusing that
• We were able to tie this player to an organised abuse group for the same flaw across multiple casinos.

We wiped his balance and terminated his account due to a severe breach of the ToS. His actions were 100% malicious, he knows very well what he's doing, yet here we are having this conversation.

Thank you for your response, 500Casino.

Are you able to provide supporting evidence of the above, including the conclusion from the game provider?

It can be sent to my email, adam.m@casino.guru.

Kind regards,

Adam

Evidence has been sent.

Dear 500 Casino,

I have again responded via email.

Kind regards,

Adam

You have been replied with our stance on the matter.

Hello all,

Apologies for my delayed reply.

We have reviewed the evidence provided by the casino so far, and do not currently consider it to be sufficient in supporting the casinos reasons for confiscating the player's funds. Further information has therefore been requested, and I will extend the timer accordingly.

Kind regards,

Adam

Dear fumemo,

We have received further evidence from the casino and this is being discussed internally. After the information has been reviewed fully, I will post our conclusions here in the thread.

I thank you for your continued patience in the meantime.

Kind regards,

Adam

Dear fumemo,

After reviewing the evidence provided by the casino, I must inform you that we are unable to assist you any further with this case. The information we have received is sufficient in supporting the casino's decision to close your account.

Please understand that we can only make a decision based upon the evidence at hand, and we believe that the casino has acted in accordance with the terms and conditions in this case.

Due to the nature of the activity that has resulted in this decision, I am unable to share any details, and this complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam