Casino Extreme - Player’s account has been disabled temporarily.

At the end of November 2020 I signed up for CasinoExtreme as their instant cash outs were very much what I think should be expected. Shortly after I opened my account I spoke to support, got the info, and sent in my verification documents. They confirmed and congratulated me on being verified for instant withdrawal. Meanwhile/shortly after I redeemed a bonus or two and a no deposit bonus along with several non bonus deposits all totaling several hundred dollars. On my last deposit not attached to a bonus I shot up over 1k and played a while longer before initiating a cashout.

NOVEMBER 30 2020 is the date they confirmed I initiated the cashout.

"This email confirms our receipt of your payout request via Bitcoin, for the amount of $900.00, for your Casino Extreme Account: ..... To finalize your payout, please reply to this email with the crypto address you requested your withdrawal ."

i replies but the excitement didn’t last, shortly after, instead of my winnings, I was met with a locked Casino account and this email

"We are contacting you regarding your latest withdrawal request.

Your account has went under the review by upper management due to your accounts similarity with other players. Please note that all this is done in accordance with the terms of service posted on our website and here, you may check that out:"

I still don’t understand what this means as they received and verified all my unique documents and I’do no have more accounts. I reached out to support who assured me this is just a formality and management will reach out to me shortly with an update...... Not a single time since have they messaged me an update or explained wtf was going on and why it was taking so long. Instead I have to send emails weekly and each receives the same generic "management is working quickly to resolve this issue and will get in touch"

I feel I was extremely patient and gave them more than enough time but it’s obvious they aren’t actually doing any investigation and just hoped I’d give up. Well that’s BS and I didn’t risk hundreds of dollars just to get shafted and then completely and disrespectfully blown off like nothing...

so yeah ...King of instant withdrawals my ass-urances are worthless and it’s time to pay the man his winnings.

Dear Evan,

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

Please understand that it is a common procedure for casinos to audit players’ accounts. 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.

We will contact the casino and ask for supporting evidence and their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Thank you I honestly appreciate it, as I mentioned I waited patiently for 2-3 weeks expecting them to settle this or atleast respond. Received nothing. Over The next month I’ve probably emailed them a dozen times and still they’ve given me nothing, so it feels like they don’t care about an individual and hopefully the extra attention will get them to conclude one way or another but it’s silly that the "king of instant withdrawals" can’t conclude an investigation in 3 months...

im 100% positive I’m the only person to have accessed the account to play or otherwise. I may have done it from multiple devices or atleast the 2-3 that I own and work from. Other than that the account was opened for such a short window that I can’t imagine anyone close to me or otherwise would even know about it.

it just feels really silly after accepting my money, then APPROVING my documents and thereby allowing my account to play/withdraw that it’s then frozen for over 2-3 months with no update....I mean isn’t that the whole point of the documents they asked me to send? Shouldn’t any investigation take place on their part at the point of them verifying my account if not before accepting my money to play? This is slightly rhetorical as their reasoning is obvious. It doesn’t take some saintly deity to see that if they weren’t willing to serve their singular function of letting me risk my money for theirs, that they should return all of my funded deposits. I was after all not entering into an agreement to donate money to casino extreme. I can only imagine the countless man hours they’ve had no choice but to dedicate to the nearly 3months of intense investigation surrounding my account 🤔🥱🙄

thank you for the help and here’s to a speedy but correctly deduced outcome!

Thank you very much, Evan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Thank you and thanks to Peter for taking this over and trying to get it resolved!

Hi Evan,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Extreme to the conversation to participate in the resolution of this complaint.

Hi Evan ,Hi Casino Guru Team ,

I will have a look at that now and get back to you as soon as possible.

Kind regards

Mikey

Casino Management

Hi Mikey,

Has there been any news?

Hi Peter, Hi Evan,

We are almost done with investigation, most likely you will hear from me in the next 24 hours with the final decision.

Apologies for any inconvenience caused.

Kind regards

Mikey

Casino Management

Hi Evan, Hi Casino Guru Team,

Glad to inform you, this investigation is done and please contact our customer support to get your winnings.

Thanks for being patient on this and apologies for any inconvenience caused.

Kind regards

Mikey

Casino Management

Hi everyone,

Thank you, Mikey for your reply.

Dear Evan,

Please let me know when you receive your winnings.

Hello Peter!

after all your efforts with the rest of casino.guru and the casino extreme team raising the issue with others in theirs, I was contacted and informed my account was re opened and logged in withdrew the much needed funds and got to experience their instant cashouts as intended! While I doubt the necessity of a multi month investigation and subsequent stonewalling of myself...I do understand they have to maintain a certain level of security and how to do that is not always perfectly clear. However... I strongly feel that this insane hopelessness that any and every player risks by placing their money in the hands of online casinos, where there is nearly nothing they can do when refused payment, is not only wholly unfair but against the very principle nature of gambling itself. If you take my money in return for credit to bet against you, you better be damn sure that is a bet you’re willing to take. That goes for every dollar and every site. If you’re worried the promos/games you offer can be abused and certain winnings can be deemed "invalid" then that is something the onus is on you to investigate this prior to accepting my money, allowing me to place bets, and at-least at the very, very very bare minimum before confirming the verification of my account. To allow all three of those opportunities to come and go and even offer the stamp of approval yourselves....to then withhold winnings for any period of time should be off the table. At that point if you catch something you did not see before, close the account, return the balance to the player, and refine your security practices. Unfortunately I fear until we are limited by yet allowed under regulation and legality to gamble, the player will continue to be taken advantage of by any and all greedy parties.

While I don’t believe it was casino extremes objective or intent to "steal" my couple hundred bucks. More than likely I was just roped into a extraneous situation they needed to figure out internally (or atleast based on the tiny bit of info I was given) but the absolute and obvious lack of pressure and time constraint they felt to work with me to reach a conclusion before enlisting the assistance of casino.guru to help is downright disturbing and wonder how many others are left in the dark to never see their winnings. Obviously irrelevant to most there are just my own thoughts while I’m pondering all this, and not solely directed toward casino extreme, in fact I applaud their decision to pay me but I think there needs to be a tighter contract between whoever is hosting the games and whoever is playing that like I said, be wary/be cautious because if you accept my deposit you should be accepting the action that comes with.

anyways take care and stay safe all, hopefully this is just a one off issue and not something that happens frequently because then damn I just have some bad luck and that sucks for me lol

Hi Evan,

Thank you for the update. I'm glad to hear that you finally received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter