ChampionCasino UA - Player's withdrawal denied and account blocked.

I was playing at the casino and everything was fine until I won 7000. But when I started to withdraw, I was denied. When I contacted customer support, they started sending me messages about some verification which was unclear. So, I sent them a bank statement but they started claiming that the statement was supposedly fake, implying it was forged. They blocked my account until I film a video with my documents and cards data.

Dear wwvskwn9kv,

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

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

• Have you filmed a video of yourself with the documents and shared this video with the casino?
• Other than your bank statement, has the casino requested any other documents for verification?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

They actually asked me to make a video of all the documents of the Banykins themselves, that is, all the extracts, the picture, as if it seemed to them that the extract was fake

Although it is not written anywhere in the rules that he gave them or is obliged to take a video of his personal data, the account was verified, everything went as expected, I got sad, I don’t know

Thank you very much, wwvskwn9kv, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thank you very much for not leaving it like this and helping me with this, I would not have been able to do it myself

Hello there,

Thank you wwvskwn9kv for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ChampionCasino UA for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear wwvskwn9kv, I was in contact with the casino affiliate and was told you have filed a complaint with the casino's regulatory body. Can you let us know how they have ruled in this case? Thank you in advance!

Dear wwvskwn9kv, according to the statement the authority has requested additional information from the casino. Once the investigation concludes the authority will contact you about the ruling. Please update me once you receive any new communication. Thank you in advance!

message from krail?

That is correct. According to the statement, the investigation is ongoing, let me know once you receive an update. In the meantime, I will get in touch with the casino representative to see what the situation looks like from their side. Thank you for your patience during this time!

Ok ok as soon as I have it I will let you know

Is something known or is there silence, no response from the champion casino?

Dear wwvskwn9kv, I have contacted the casino affiliate but I am yet to receive a response. I will let you know about any further developments. Thank you for your patience during this time!

OK

Hello, please tell me how long they will take more time

Dear wwvskwn9kv, unfortunately, we don't know how long the investigation of the regulatory body can take as we are in no way affiliated with them. I tried to contact the casino affiliate for an update but I am yet to receive a response. Has there been any update from your side? Thank you in advance!

While they are silent

Dear wwvskwn9kv, I was in contact with the casino representative but unfortunately, as this issue is being resolved by the regulatory body the casino is unable to disclose any information. Because of this reason, we will have to await the official decision of the KRAIL regulatory body. I will mark this complaint as 'waiting for the decision of the regulator' for now and I would appreciate it if you could let me know how the regulator has decided once they contact you. You can forward any additional information to my email. (peter.c@casino.guru) I am sorry I could not be of more help on this occasion.

Kind regards,

Peter