HomeComplaintsCasino Epic SE - The player's experiencing an unspecified issue.

Casino Epic SE - The player's experiencing an unspecified issue.

Amount: 540,000 kr

Casino Epic SE
Safety Index:Above average
Submitted: 17 Apr 2023 | Case closed : 24 May 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player's experiencing an unspecified issue with Casino Epic SE. The complaint was closed as the player stopped responding.

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1 year ago

The crux of the matter lies in the fact that I was not permitted to withdraw my funds from Casino Epic while my account was locked. In addition, they did not provide me with the option to lock my account during the withdrawal process, which implies that they had a vested interest in enticing me to gamble away my money. Furthermore, they failed to take proactive measures to promote responsible gaming during my tenure as a customer on Casino Epic. 


Despite the fact that they are licensed by the Swedish Gaming Authority (Spelinspektionen), which necessitates compliance with specific regulations, they did not require me to provide any Know Your Customer (KYC) or source of wealth information to support my level of gambling activity on their platform. Consequently, I requested reimbursement, but they attempted to disregard my request. Therefore, I am compelled to pursue this matter further, and I implore you to contact them on my behalf and encourage them to reach a settlement with me, so that it may be resolved without the need for legal representation.

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1 year ago

Dear CharlieL,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Casino Epic SE. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Why did you want to close your account during the withdrawal process? Did you suffer any financial loss due your issue? I will be waiting for your reply patiently.

Best regards,

Nick

Edited by a Casino Guru admin
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1 year ago
Translation

Since the casino is under the gambling inspectorate, which is a license to operate in Sweden as a gambling company, they are said to be able to offer me the option to lock my account during the withdrawal process, this they never offered during my time, and the balance that was lost was SEK 540,000 which corresponds to approx. 48,000 euros. I would like you to contact the company for a solution. I will further assist you with materials and evidence upon request.

Automatic translation:
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1 year ago

?

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1 year ago

Dear CharlieL,

Did you ever request for the lock of your account or did it manually within your casino account?

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1 year ago

No i have not, i was suspended by all casinos before i played on this one

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1 year ago

Dear CharlieL,

If you did not request to lock your account during the withdrawal, how could the casino possible know that you want to? The possibility to lock it doesn't mean it will be done automatically as long as you did not request for it.


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1 year ago

Dear CharlieL,

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

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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