Amazon Slots Casino Ontario - Player's withdrawal is delayed due to account freeze.

Hi,

I won 10,763 C$ at Amazon Slots on January 15 and since then I have been facing issues with the casino playing tricks not to pay me.

First there was a credit card not belonging to me added to my account, which I have asked to be removed.

They then froze my account on January 16 and I've been sending them multiple emails to remove the freeze.

They send a new request every week and take 5 days on average to respond to the previous request.

They are doing everything possible not to pay me my winnings.

I have provided them all proofs of where the funds came from, provided by ID and utility bills, yet they will not release my account to make my withdrawal.

Please assist me get my money.

Regards

*******

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Nkalassa89, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Good morning,

I have provided them with:

• Credit card screenshots showing money deposits - January 16th
• 3 months Bank Statement requested and submitted on January 19th in PDF format.
• Last documents (ID and Utility bill) requested and submitted on January 23rd.

All documents were submitted in PDF or Jpg formats.

Regards 

[Redacted]

Dear Nkalassa89,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Nkalassa89,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Nkalassa89,

It’s a pleasure to e-meet you. My name is Hadi, and I will be handling your complaint from this point forward.

Thank you for outlining the documents you’ve submitted and the timeline. I understand your concern regarding the account freeze, the unfamiliar credit card added to your account, and the repeated document requests.

If there have been any new updates since your last message, please let me know.

I will now invite Amazon Slots to join this discussion so we can clarify the situation and move this forward.

Dear Amazon Slots Casino,

Could you please clarify the reason for the account freeze and provide an update on the player’s KYC verification status?

Additionally, please confirm whether all required documents have been received and whether anything is currently preventing the withdrawal from being processed.

Thank you in advance for your cooperation.

Best regards,

Hadi

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.

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Good morning,

They were still claiming I used a card I did not own, so I sent them my official credit card statement showing the 4 payments wrongly labeled on my account. That was sent to the on February 19th.

They mentioned that the account is now under review by their verification team but it has been one week and they don't answer to anything anymore.

Dear Nkalassa89,

Could you kindly send all relevant documents to my email at hadi.a@casino.guru? We would like to review them on our end. Thank you for your assistance.

Hello,

I forwarded you the latest communication withe casino with my attached statement provided to them.

Best regards

Dear Nkalassa89,

Thank you for your message. I can confirm that I have received your email.

For the time being, we will await a response from the casino.

Dear Amazon Slots Casino,

Could you please clarify the issue?

We will extend the timer as we are currently assessing the next steps.

Dear Nkalassa89,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the relevant licensing authorities and submit a complaint directly to them.

For casinos licensed by the Alderney Gambling Control Commission (AGCC), you can submit your complaint via their official website: https://www.gamblingcontrol.org

If the casino operates under the Ontario (iGO) license, you may also contact the Alcohol and Gaming Commission of Ontario (AGCO) through their official website: https://www.agco.ca

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The licensing authorities have more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at hadi.a@casino.guru

Best regards,

Hadi

Casino guru