Casino Extreme - Player’s winnings have been confiscated and his account has been closed.

I won 5,000 on Ripcord Rush at extremecasino.com. They're refusing to pay me my winnings. We exchanged a few emails. I, even, sent them screenshots and video of me winning that amount on that game. They said they were going to do an investigation and get back to me, after 2 days I still didn't hear anything and my account was banned.

Dear Tdurandjr,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.

Could you please send me a screenshot of your winnings showing the full screen? Kindly forward me the video you sent to the casino as well. My email address is veronika.f@casino.guru.

Also, do you see the winnings of $5000 in your gaming history?

Could you kindly provide more details on why the casino refuses to pay you your winnings?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tdurandjr,

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.

Thank you for the video. Can you please confirm if your winnings are recorded in your gaming history as well?

They said they have no record of that win on my account or whatever

Am I correct in understanding that your win is not recorded anywhere in your casino profile and was only available on the video you sent me?

Dear Tdurandjr,

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.

Yea that’s what they said

Thank you for your reply.

Unfortunately, we won’t be able to assist you further with your complaint. If the win is not recorded anywhere in your account profile, it is impossible for us to request the casino's cooperation in resolving your case. Before contacting the casino, we need to gather as much evidence as possible to support your claim.

The video you provided suggests that a technical glitch may have occurred, which could explain why the winnings were not recorded in your gaming history or account profile.

I am sorry that we couldn’t be of more help in this situation. I recommend reaching out to the game provider directly for further details.

Best regards,

Veronika