Blackjack Ballroom Casino - Player’s struggling to complete account verification.

Dear Sir/Madam! I am writing to complain about a problem with Blackjack Ballroom Casino. The casino is refusing to pay out my funds citing the current regulatory environment.

On April 29, I sent a claim to the casino, also asked for clarification regarding the reason for the refusal to pay out my 6405 USD, but my claim remained unanswered.

During verification, I provided the casino with a passport photo as proof of identity and provided a photo of a utility bill as proof of address. On April 04, Blackjack Ballroom Casino announced that the documents had been accepted. Also on April 04, documents were sent in accordance with the request: a statement of the Skrill payment wallet, a screenshot of my Skrill profile, a screenshot of the last deposit at Blackjack Ballroom Casino.

All requirements of Blackjack Ballroom Casino have been properly executed.

I don't understand what the current regulatory environment of Blackjack Ballroom Casino is referring to? And what does the regulatory environment have to do with my withdrawal?

I certify that all information provided by me is true and accurate.

I ask you to help me get my 6405 USD.

Dear Anton666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Добрый день! Я отношусь серьезно к KYC, никакого легкомыслия с моей стороны допущено не было.

Казино указало только текущую нормативно-правовую базу как основание для блокировки и отказа в обработке вывода 6405 !!! долларов США. Другой информации от казино я не получал.

Очень прошу вас помочь получить мои деньги.

Thank you very much, Anton666, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Anton666,

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

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

Dear Blackjack Ballroom Casino,

Can you please provide an update on the status of the player's account?

Kind regards,

Adam

Hi there

As has been the case with other cases in regards to the same issue, I'm unable to help any further unfortunately.

Cheers

Dear Anton666,

The casino has stated that due to the "current regulatory framework" your account has been blocked and that it is due to the same regulations that they are currently unable to provide any further information.

As such, there is not much that we can achieve and I recommend that you contact the casino's Licensing Authority and submit a complaint to them (complaints@gamingcommission.ca).

Please let me know when you have done so.

Kind regards,

Adam

Dear THE GURU! The casino website states that the Blackjack Ballroom casino is accredited by eCOGRA. I intend to apply to both eCOGRA and the Kahnawake Gaming Commission. I will notify you of the outcome of my complaint by these organizations.

Hello Anton666,

Please do let me know when your complaints have been registered. We will then close this complaint temporarily with the status "waiting for regulator's decision". Once the outcome has been received, we will then reopen this complaint and proceed as appropriate.

I am sorry we can't directly be of more help.

Kind regards,

Adam

Dear Anton666,

Have you successfully registered complaints with the aforementioned authorities? Please provide an update on the situation.

Kind regards,

Adam

Hello! I will need some time to consult with a lawyer, as soon as my complaint is filed and registered - I will inform you. Thanks to.

Dear Anton666,

Could I please ask you for an update on the situation? Have you now contacted the ADR/Licensing Authority?

Kind regards,

Adam

Dear Anton666,

Please respond and provide an update on the situation regarding your complaint. I will extend the timer for seven days. Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Добрый день! Мне нужно еще немного времени на подготовку жалобы для отправку в Ecogra. Как только я подам жалобу и жалоба будет зарегистрирована, я вам сообщу.

Thank you for the update Anton666,

I will extend the timer for 14 days. If there are any developments in the meantime, please let me know.

Kind regards,

Adam

Hello Anton666,

Can you please advise if there has been any progress with your situation? Have you now contacted eCogra?

Kind regards,

Adam

Good afternoon! On June 24, I contacted the casino asking for a reference number to file a complaint with eCogra. Unfortunately, there has been no response from the casino yet.

Hello Anton666,

Thanks for the update. I have contacted the casino to see if they will supply a reference for you.

Kind regards,

Adam

Hello Anton666,

The casino were not aware of any reference number being needed to contact eCOGRA, I have had a look at the dispute form and it seems that you can just put 'unknown' in the reference number field and you will be able to submit your complaint. Please let me know when you have done so, or if you experience any further issues.

Kind regards,

Adam

Dear Anton666,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello Anton666,

Thank you for the update.

We will now close this complaint temporarily with the status "waiting for regulator's decision". Once the outcome has been received, we will then reopen the case and proceed as appropriate.

Should there be any developments, or should you have any questions, please do not hesitate to contact me (adam.m@casino.guru).

Kind regards,

Adam

Dear Anton666,

We have received notification from the Regulatory Authority that when circumstances permit, the casino will reopen your account and resume processing your payment.

Consequently, this complaint will now be rejected. If you experience any further issues after your account has been reopened, please do not hesitate to contact us and we will endeavor to help you.

Kind regards,

Adam