AUSClub Casino - Player's withdrawal is delayed due to rule violation claim.

Ive got screenshots of the conversation they tried saying i violated the rules but they only sed that wen i won 3500 from them but they didnt say that wen i cashed out 1000 a few hours before and they been paying me my winnings there was no problem but only wen i won bigger now they saying i violated their rules not happy

Dear Veasna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that the casino accused you of opening multiple accounts? Did you create more than one account at this casino?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Ive only got ine account with them but i got an account thats partnership with them

They dont ask for kyc its pay id

Yes i did claim a deposit bonus but ive been claimimg it wen they paid me 1000 they paid me

I dont understand why they didnt say that wen i won all the other times i literally cashed out 1k like 2 or 3hrs before i won the 3500 they done the same thing to a mate of mine...

Thank you for your reply, Veasna. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hey nah no one in my household even knows about that website they dont gamble online casino i sent the screenshots to kristina.s@casino.guru thanks ive only got 1 account with them coz i use my phone number to log in no one has the same phone number as me

Thank you very much, Veasna, for your cooperation. 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.

Hello there,

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

I would now like to ask AUSClub Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal 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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter