The player from Germany was struggling to withdraw his winnings as the casino website was blocked in his region. Additionally, the provided contact email address was incorrect, leaving him unable to reach the casino. He confirmed that he had passed full KYC verification, hadn't used any VPN or IP-masking software, and had a successful withdrawal in the past. However, we were unable to assist further as the casino had a history of non-cooperation, forcing us to close the complaint as 'unresolved'. This affected the casino's overall rating, which we hoped might encourage a change in their approach. We recommended the player to stay away from this casino due to their consistent lack of response.
Ares Casino - Player cannot access the casino website to withdraw winnings.
Black points: 130
Amount: €500
Ares Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
7 months ago
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7 months ago
Translation
So, I won at the casino and now, when I try to go to their website, I get a message that this site is blocked for Germany, and the displayed email address is incorrect. I can't reach the casino using that.
Automatic translation:
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7 months ago
Dear Chaser361,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Ares Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Have you used any VPN or IP-masking software to access the casino website?
Have you made any successful withdrawals before?
Do I understand correctly that you are unable to contact customer support via the email provided by the casino?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Translation
KYC verification everything is great
And no, I never accessed the site using a VPN or IP masking software
Yes, I already had a withdrawal there without any problems
Yes, you understood correctly, when you try to send an email, the support email is rejected and displayed as non-existent ( support@aresonlinecasino.com )
Thank you Greetings Ingo 
Automatic translation:
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7 months ago
Dear Chaser361,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Ares Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Ares Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
