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

Dear SIR/MADAM! I am sending you an official claim to Blackjack Ballroom Casino. The casino refuses to pay out my money in the amount of 2820 USD. I couldn't select the dollar currency when filing a complaint.

During the verification of my gaming account, I provided the following documents:

02/17/2022 - passport, utility bill;

03/05/2022 - bank statement;

03/08/2022 - updated bank statement;

03/11/2022 - an extract with a highlighted marker in the paint program of my full name, postal address and date of issue of the document;

03/21/2022 - a new photo of the statement in accordance with the requirements of the casino, the data in the letter were also additionally indicated: full name, postal address and date of issue of the document.

02/31/2022 - the requested documents were re-sent in good quality.

In response to my inquiry about the results of the verification of the documents I sent, on April 14, the casino reported that the casino could not process my withdrawal of funds due to the current regulatory framework.

On the same day - 04/14/2022 - I sent a message to the casino in the hope of getting an answer to my questions - "What kind of regulatory framework are we talking about? What does this base have to do with the withdrawal of my funds? Is my account verified?

On 04/29/2022, I reminded you of the need to respond to my message of 04/14/2022.

Due to the fact that the answer was not provided, the funds in the amount of 2820 USD were not credited to my wallet, on May 26 I submitted a claim to the casino.

I studied the reviews of this casino, considered it reliable and trusted my funds.

The casino, in turn, acts against me unlawfully: unreasonably withholds my funds; does not want to discuss the problem with me; does not report the results of the verification of my documents.

I also inform you that I do not support the policy of the leadership of my country and, due to the economic sanctions imposed, my family found itself in a difficult financial situation. I'm not asking for help, I'm asking the casino to credit my wallet with funds that legally belong to me - 2820 US dollars.

I ask for your help in resolving the current problem.

Dear Shyrio,

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

Good afternoon!

I did not refuse the KYC procedure - I conscientiously provided all the documents that the casino required.

On April 14, the casino reported that the casino was unable to process my withdrawal due to the current regulatory framework. The casino did not provide me with any other information.

Thank you very much, Shyrio, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Shyrio,

I will assist you with the complaint from now on. I would like to ask the representatives of Blackjack Ballroom Casino to join the conversation in order to help us resolve the issue.

Blackjack Ballroom Casino,

Could you clarify what options there are for Shyrio to pursue in order for him to access his winnings?

Hi there

Unfortunately due to current regulatory framework we are not able to proceed with this withdrawal.

Please see the other similar cases and treat this and any further cases similarly. Thanks.

Hello! I ask the casino to give an interpretation of the concept of the legal framework. I don't understand what it is about.

I only assume that the fighting on the territory of Ukraine could become the cause of the problem. But I have nothing to do with this. I am categorically against the war, but I can not influence it in any way. And I should not be held responsible because I live in Belarus, which is unfriendly to you.

In any case, the withdrawal of funds was requested even before the hostilities in Ukraine and the casino has no right to refer to this situation.

I ask the casino to inform me if I have violated the rules of the casino?

I still hope for a peaceful resolution of the problem and the receipt of funds in the near future.

Live Belarus! Glory to Ukraine!

Hello Shyrio,

unfortunately, the casino cannot be held responsible for what laws came into effect since your trouble began.

After discussing this internally, we have come to the decision that the best thing you can do is to contact the Kahnawake Gaming Commission and submit a complaint to them (complaints@gamingcommission.ca).

Please let us know once you have made contact and we will close this complaint temporarily while the Gaming Commission investigates. Once this has been concluded, we can reopen this complaint and proceed as is appropriate.

Hello! Please note that "my problems", as you indicated, began not through my fault, but due to the failure of the casino to properly fulfill its obligations. I have provided explanations in connection with which the casino is not entitled to withhold my funds in its sole discretion. Also, I still have not been given an explanation of the concept of the legal framework referred to by the casino. I ask the casino to provide a link to the legal act, which provides for the right to withhold funds from residents of Belarus who do not commit illegal acts.

In addition, I inform you that I do not live in the aggressor country of russia, I live in Belarus. The casino has this information. In case of changing Belarusian citizenship to another, will the casino's decision be changed?

I also draw your attention to the fact that I have no problems with the Skrill payment system, which was used when depositing funds. My Skrill account is active. The casino can credit my funds to it.

In addition,

However, since the casino ignores private messages, I have to turn to you for help - I need a reference number in order to exercise my right to file a complaint with higher authorities. I kindly ask the casino to provide a reference number.

Thanks to.

Hello Shyrio,

For the reference number, try using the "unknown reference number" option. Please let us know about the result.

Dear shyrio,

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! A week ago, I filed a complaint about the casino with eCOGRA. As soon as I receive information on my complaint, I will let you know.

Hello Shyrio,

thank you for letting us know.

As you have contacted and submitted a complaint to eCOGRA, there is nothing further we can do to assist at this time and we will now close the complaint as "waiting for the regulator's decision".

Please keep me updated as to how they respond (tomas@casino.guru) and we will update this complaint once we know the outcome of their investigation and decision.

Hello Shyrio,

We’ve been informed about the decision of the regulator with justification:

"your funds have not been confiscated and when circumstances permit, the casino will reopen your account and resume processing your payment."

Therefore we decided to reject your complaint.

If you have any issues with withdrawals once your account is open and the withdrawal option is unlocked, don’t hesitate to contact me and we will reopen the complaint.