The player from Mexico had requested a withdrawal of 9,000 pesos, but had experienced issues. Despite having been verified and told no further steps were necessary, the amount had disappeared from the account. He had been told by the casino that his bank had rejected the deposit, but upon contacting his bank, they had assured him there was no issue on their end. The player had been advised to wait for 14 days for the withdrawal process to be completed. However, due to lack of further communication from the player, we had to reject the case. The investigation was unable to proceed and no resolution could have been provided.

The player from the United Kingdom had faced issues with a withdrawal of £250 from the casino and had not received any updates. The player had submitted the withdrawal request on 5th February 2024 and it had been their first withdrawal. They had confirmed passing the KYC verification with a bank statement and stated that the winnings had been accumulated without a bonus. The player was initially informed that the withdrawal would take 24-48 hours. However, after interaction with the Complaints Team, the player reported that the casino had paid out. Hence, the issue had been successfully resolved.

The player from Austria was unable to wager their bonus winnings. The casino claimed this was due to the player using bonuses too frequently. The player usually deposited 10€ every few months and believed the casino was trying to cheat them. After a thorough investigation, we found the casino's decision to be unfair, but they maintained their stance. As a result, the complaint was closed as Unresolved - Against fair gambling. We suggested the player contact eCOGRA and the Malta Gaming Authority for further assistance.

The player from Greece had requested a withdrawal less than two weeks prior to submitting this complaint. His money hadn't been received yet. He reported that his withdrawal was still pending and he had not received any confirmation email from the casino. He also mentioned that the casino had not responded to his emails. We advised him to be patient and wait for at least 14 days after requesting the withdrawal. However, the player did not respond to our follow-up messages, thus we were unable to investigate further and had to reject the complaint.

The player from Italy had made a withdrawal request after a win, but a week later, the casino had claimed that proper documents were not submitted and had closed the player's account. Despite having contacted customer support, no sufficient explanation had been provided. The player had stated that he had submitted all requested documents, which had been approved, and his account had been active for almost two years. We had attempted to mediate by inviting a casino representative to the conversation and asking for clarification on why the player's account was blocked. The casino had responded by stating that they were dealing with gaming activities contrary to the ADM guidelines and their own T&Cs, hence, some accounts were suspended. However, the casino did not provide further evidence or clarification. Despite several follow-ups, the casino had failed to respond, leading to the complaint being marked as 'unresolved'. We had advised the player to contact the Gaming Authority for further assistance.

The player from Brazil had found her account banned without notice at the online casino, despite having a pending withdrawal request and not having violated any rules. She had passed the KYC verification and had previously made a successful withdrawal. The player, who had played Slots games and accumulated her winnings without an active bonus, had sought a resolution and return of her funds. We had contacted the casino for clarification and evidence, but received no response. Consequently, we had to close the complaint as 'unresolved', which negatively affected the casino's rating. We had recommended the player to contact the Malta Gaming Authority for further assistance.

The player from Greece had requested a withdrawal less than two weeks before submitting this complaint. His money had not been received yet. The player had communicated with the Complaints Team about the delay in his withdrawal, stating that he hadn't received his funds even after 20 days. Despite making another withdrawal which was processed successfully, his initial withdrawal of €300 was still pending. The player had confirmed that he had completed all necessary KYC verifications and that his winnings were not associated with any deposit bonuses. The Complaints Team had extended the complaint resolution period twice to allow the player to confirm if the issue was resolved. However, due to a lack of confirmation from the player, the complaint was eventually rejected.

The player from Brazil had made a withdrawal request but when its processing was delayed, his account was subsequently banned, affecting his withdrawal of 260 reais. The player had completed all necessary account verification and had no active bonuses when he accumulated his winnings. Despite our team's multiple attempts to contact the casino and resolve the issue, the casino did not respond. As a result, we were forced to close the complaint as 'unresolved', which negatively affected the casino's rating. We had advised the player to contact the Malta Gaming Authority for further assistance.

The player from the UK requested a withdrawal less than two weeks prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Austria tried to withdraw his winnings, but the casino accused him of playing from a restricted country. The casino team confirmed the reason why they confiscated the winnings and blocked the player, however, since the player managed to register, deposit, withdraw and even verify his identity without ever being notified about the restriction, we consider their approach in this case as insufficient. Therefore, the case was closed as 'unresolved'.

The player from Germany has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. After a closer examination, we ended up rejecting this complaint as unjustified.

The player from Brazil had their account blocked and was experiencing difficulties withdrawing deposited funds. A few days after the player submitted the complaint, the casino representtaive informed us that the issue had been resolved from their side. Even though we assumed that this issue had been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player from Mexico has requested a withdrawal. Unfortunately, it has been delayed due to ongoing account verification. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Germany has submitted a different home address when registering with the casino as he didn’t wish to receive any promotional mails. Now the player experiences difficulties verifying his account. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Mexico is questioning the number of documents which are required for KYC verification even if withdrawal is insignificant. We rejected the complaint because the player didn't respond to our messages and questions.

Patrick requested a withdrawal of £7,333 and sent all the documents for his account to get verified. Unfortunately, his utility bills he provided were outdated and the casino asked him to provide new ones. We're not sure if Patrick received his winnings or not. The complaint remained unresolved.

Zachary, a player from the UK, said that his account, where he had £500 left, was closed without any relevant reason given. The casino asked him for documents for verification and after he sent those, he received an update from them. It stated that his account was one of the 200 fake accounts that their system detected and was created automatically with randomly generated names and addresses in order to take an advantage of their promotion. Zachary felt disappointed after he received this information and this case remains open and unresolved.