Casino Extreme - Player's winnings confiscated due to verification issues.

Hello!

i open new account with casino extreme and after i deposit and got the welcome bonus i won there 3200 euro, after i sent my documents to to verify my account they locked my account and void my winnings.

there explanation was-"Your data from the documents you sent does not match the data from your account. 

Unfortunately, your account has been deactivated until verification process is complete"

now i will explain my case-i polish that lives in Ireland and i have sent my bank statement showing my address in ireland and payments in Ireland,i also send them my phone bill as well show my address in ireland, i live in the european union and my ID is acceptable here and all over europe, they want to send them irish ID and i don't have so they void my winnings !this is ridiculous i play lots in casino online and this the first time something like ever happen to me.

please help me to get my fair winnings.

Thank you

Dear alanfore,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Extreme.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your bank statement and phone bill documents were accepted by the casino?
• Did the casino explain why they won't accept your ID? Please forward the response from the casino to my email at tomas@casino.guru

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

Best regards,

Tomas

Hi Tomas,

i have sent you email to tomas@casino.guru please check.

Regards,

Thank you very much, alanfore, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi alanfore,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Casino Extreme to join the conversation and contribute to the resolution of this complaint.

Hello Peter,

Hello alanfore,

I hope you're well and safe.

Please note that we have reviewed the account and the player's grievance in detail. Also, we have reached out to our Banking Department to provide more insight into what is the exact issue that prevented the user from withdrawing their winnings.

Namely, upon Account Verification, the player failed to prove that she is, in fact, living in Ireland. Instead, the Banking Department received evidence that the user is from Poland, which is on the bonus-restricted countries list at Casino Extreme. Please see the terms below.

https://casinoextreme.eu/terms-and-conditions

7.BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

s. "Players from the following countries are NOT allowed to redeem and/or make withdrawals on WELCOME BONUSES, FREE MONEY NO DEPOSIT BONUSES or MATCH BONUSES: Australia, Estonia, Latvia, Kyrgyzstan, Kazakhstan, Lithuania, Belarus, Ukraine, Russia, Uzbekistan, Poland, Moldova, Tajikistan, Netherlands, Netherlands Antilles."

Please note that as the user claimed, she indeed provided an ID from Poland and a bank statement and a phone bill from Ireland.

Although the documents are valid, they are, unfortunately, not sufficient to confirm that the user is actually from Ireland.

In order to confirm this, our Banking Department asked the user to provide a government-issued ID, Driver's License, or any other official document that can show that the user is a resident of Ireland. Also, we made a request that the user also provides a selfie (photograph of herself) holding said document.

The user provided a scan of a Driver's License from Ireland, however, when asked to provide a selfie holding the Driver's License, the user failed to comply.

@ Peter, if needed, and with approval from @alanfore, we can share the documents to your personal e-mail address so you can also review them.

With everything stated above, our Banking Team could not verify that the user is indeed from Ireland and the Management has therefore decided to void the winnings and to refund the user's deposit. The refund was completed on 2/8/2024 07:31:09, EST.

Thank you for your understanding and please let us know if any additional information is required.

Kind Regards,

Luke Newman

Casino Extreme Management

Hi Luke,

Thank you for your reply. Please forward the information mentioned above to my email address (peter.m@casino.guru).

Hello Peter,

I hope you're well.

Please note that the documents have been sent to your personal e-mail address.

Should any additional information be required, please let me know.

Kind Regards,

Luke Newman

Casino Extreme Management

Dear Luke,

I asked you some additional questions by email last week. Could you please respond so that we can make some progress here? Thank you.

Hello Peter,

I hope you're well.

I apologize for the delay, I did not receive any e-mail from your side. I'll double-check my inbox and share the update as soon as possible.

Kind Regards,

Luke Newman

Casino Extreme Management

Hi Peter,

I sent the requested documents again, the last e-mail from our side was sent 11 days ago and we received no reply to it.

Can you please check from your end if you have received that e-mail?

If you haven't, please let me know and I'll contact you.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Extreme Management

Hi Luke,

Thank you for resending the email, I sent you the same reply. Do I understand correctly that the player needs to provide a selfie holding a valid Irish Driver's License in order to finalize the verification process?

Hi Peter,

Yes, that is correct. A selfie holding a valid Irish document is required.

Kind Regards,

Luke Newman

Casino Extreme Management

Thank you Luke.

Hi alanfore,

Please provide the requested document (a selfie holding a valid Irish Driver's License) and keep me updated.

Hi,

I have sent this driver licence as proof of ireland living,i have already explained to the casino that i lost this driver licence and my account was already verified,the casino trying to find reasons why not to pay me so i looked up for irish identifican and this what i find from way back. my polish ID as the same as irish ID here,i have sent 2 utility to prove i live in ireland including bank statement showing my transicion in Ireland, i am playing for many years in casinos online from Ireland with my polish ID and Passport and this is the first time ever something like this happen to me.

i have already sent my holding ID and they approved but now saying i am not living

in Ireland, this is ridiculous.

Hi alanfore,

What do you mean by " I lost this driver licence"? Isn't there a replacement? If you send your driving licence for verification you should have it in your possession.

Hi,

I have not used my driver license for a while. The casino asked for some evidence for some Irish ID and I had it on my computer a long time ago.

it will take months to get another one in the mail if i order now.

they already approved my account but finding a reason not to pay my winnings.

I don't understand this behavior ,why should casinos do this without paying fair winnings ?!

Hi alanfore,

Such additional verification checks are very common across the whole industry. Since our arguments are based on a document that is no longer in your possession, the chances of success are pretty low. I suggest you get the driving license and some sort of an official document that confirms that you've been living in Ireland long term (Employment Detail Summary, employment letter etc.). For now, I will reject the complaint and when you have those documents, please send us a reopen request or send me an email directly (peter.m@casino.guru) and I will reopen it and we can try again and get it resolved. At the moment I see this as the best option. I wish I could help you more.

Best regards,

Peter

We’ve reopened this complaint at the request of alanfore. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear alanfore,

Has there been any news?

Hi Peter,

i have sent the casino as they requested digital photos of my irish driver license and selfie and they still are not willing to pay my winnings.

This shows you that extreme casino are not willing to pay and they are giving some ridiculous excuses ! Remember that they insist on an Irish ID and I did also provide my Polish ID and bank statement and phone bill from Ireland.

i also sent you in private email my irish driver license and selfie.

Please be aware !

Thank you alanfore for your reply.

Dear Luke and Casino Extreme,

Could you please explain?

Hello Peter,

Hello alanfore,

I hope you're well.

Peter, please note that I have sent an e-mail to your personal e-mail address explaining the reasons why our Banking Department did not accept the newly provided document.

Please review the documents from your end and if any additional information is required, please let us know.

Kind Regards,

Luke Newman

Casino Extreme Management

Thank you Luke for your email and detailed analysis.

Dear alanfore,

The casino highlighted various details in the images of your driver's license that cast serious doubt on the authenticity of your ID. I'm afraid I won't be able to help you with this one. Your complaint will be rejected. If you disagree with our decision, please turn to the Curaçao eGaming authority (https://casino.guru/licensing-authorities/curacao-license-1) for further assistance. I wish I could be of more help.

Best regards,

Peter