The player from Italy had the account blocked for an audit after accumulating a substantial win. Player’s complaint has been resolved successfully.
Casino.com - Player’s account has been audited.
Amount: €32,000
Casino.com
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made a jackpot win of 32000, my account was immediately frozen and for about 11 days they have been looking for an excuse to reactivate, despite having sent all the necessary documentation. I do not recommend this site and beware of these scammers.
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2 years ago
Dear nino1053,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?
Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Let's say that I have had other very substantial winnings recently but nothing of that, they asked me for photos of the front and back of the cards with which I reloaded, photos of documents and certificate of residence. After that everything was ok until I made this win on November 2nd, my account was frozen and they asked me again for documents, payslips, employment contract and other documents that could prove my recent deposits which were very substantial, I also replied I was told that yesterday they had to reactivate my account, I contacted the assistance pointing out everything and they told me that the department needed to ask me other questions, yesterday I asked them by phone hoping for a reactivation in time short to be able to redeem your winnings.
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2 years ago
Hello nino1053,
Have there been any developments since our last conversation, please?
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2 years ago
Translation
They called me on Monday for more questions, telling me that they should unblock me today or in a few days. Honestly it's Thursday and still nothing. I think that after this week it would be better to proceed through legal channels.
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2 years ago
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Hi, so basically everything is ok, the casino finally unblocked my account and I was able to withdraw the money. I apologize to casino.com for having doubts, honestly I was a little scared because it had never happened to me and the wait was very long and nerve-wracking. After all, everything is ok. 👍👍
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2 years ago
Awesome news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nino1053, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
