Alexander Casino - Player's withdrawal is delayed due to alleged terms breach.

Early july i played at alexandercasino and won quite big, i had taken their bonus offer and was quite satisfied with the result to say the least. I tried to withdraw and triggered the kyc procedure, some personal things came up and i wanted to focus on those. After resolving these issues which took some time i continued the kyc procedure. And alexander casino verified me, but then they said that i had breached some terms. I completely disagree that i have breached these terms. I pleaded with them to take a second look, but they said that there was nothing they could do. They accuse me of breaching terms 2.1.6 12.1 and 12.2

If you need my chats with the casino please ask me.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the casino's Terms and Conditions, and this is what I found under Rule 2.1.6:

2.1.6. You must enter all mandatory information requested into Your registration form, including, but not limited to, Your identity, Your address and contact details, a valid e-mail address. All information supplied to Alexander Casino must be true and correct. It is Your sole responsibility to ensure that the information you provide is true, complete and correct and You hereby decorate and warrant to Alexander Casino that the information provided is true, complete and correct. You are hereby notified that Alexander Casino carries out verification procedures, whether itself or through third parties on players depositing or withdrawing money. You may be requested to provide Alexander Casino with documents, such as a copy of an utility bill or credit card and a clear photo or screen shot of your ID or passport. Your Member Account may be blocked or closed and/or the funds on Your Member Account may be witheld if You do not provide requested information or documents or if such information or documents you supply is/are found false or misleading. You shall keep the information up-to-date and immediately notify us of any change to the information provided during registration.

• Could you please specify whether the information you entered in your casino profile matches the details shown on all your identity documents?
• Have you entered the correct personal information in your casino profile, including your full name, address, and date of birth?
• Which documents did you submit to the casino for verification?

Also, please forward me the chat transcripts and any other communication you’ve had with the casino that could be relevant to the investigation of your case. You can send them to [email protected].

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

Important Notice:

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If anything seems suspicious, please contact us directly. Stay safe.

Could you please specify whether the information you entered in your casino profile matches the details shown on all your identity documents?

Yes my information was correct.

Have you entered the correct personal information in your casino profile, including your full name, address, and date of birth?

Yes

Which documents did you submit to the casino for verification?

Both sides of my drivers liscense and a selfie with my id and a proof of address that includes my norwegian bank details which they also requested.

I will note that since they have blocked my account i cannot check that my account information is correct, but if i remember correctly i used autofill. atleast i normally do when registering.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear williamtom,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Alexander Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/file-a-complaint/) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Martina Bennett