The player from Sweden had won 1200 euro but his casino account had been frozen. Despite having provided the necessary verification documents, there had been a lack of communication from the casino. The player had reported that the verification process had been ongoing for almost two weeks. He had submitted all the required documents, including a passport, utility bill, credit card details, and a bank statement. However, the casino had returned his initial deposit, deducted 1100 euro from his winnings, and accused him of exploiting a bug in a slot game. Despite our efforts to communicate with the player and request additional information, he had not responded. As a result, we had been unable to investigate further and had to reject the complaint.
Casinotogether - Swedish player’s account got frozen.
Amount: €1,200
Casinotogether
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I won 1200 euro. When I demanded a withdrawal they asked me for some documents which I gave them. Passport, front and back of my credit card.utility bill and bank statement.
Now my account is suddenly frozen and they wont anwser email or live-chat. I cant recommend playing on this casino and I think they will keep my winnings.
Hello cmano,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinotogether. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
Hello,
The verification process was ongoing and the documents they had approved so far were:
* Passport
* Proof of address - utility bill.
* Picture of front and back of my credit card.
The only thing left was a bank statement with IBAN/BIC number which I sent a screenshot of. I manage to create a PDF with help from my bank after the new years eve vacation but with no possibility to upload on their website since my account got frozen yesterday morning.
They won't answer my email or when I try to contact them through live-chat.
Best regards
Hello cmano,
Can you please clarify since when is the verification ongoing? Is it more than 14 days?
Regarding the freeze of the account, it is a common procedure in many casinos to do so until the player's account is fully verified.
Hey, so finally I got an update after almost two weeks. They have decided to reopen my account with 1100 euro less balance.
Mina document got verified. They have return my initial deposit and taken all my winnings.
They accused me of taken advantage of a bug in one of their casino slotgames.
They have not answered what kind of bug or anything like that.
I am not feeling safe of playing on their website and I do not recommend others to play on their website either.
As long as you loose it will all be good. But do not expect to get your winnings.
Hello cmano,
Can you please advise if you did use a bonus? If yes, would it be possible to forward your betting history to nikolas.b@casino.guru?
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