Axecasino - Player's winnings are confiscated after account closure.

Casino Name: Axe Casino 

Amount in Dispute: $11,450 AUD 

Complaint:

I am filing this complaint regarding Axe Casino after my winnings of $11,450 were confiscated following what I believe to be an unfair and unjustified verification process.

I deposited using Apple Pay with my own Commonwealth Bank debit card. I did not use any bonuses and did not use a VPN. All gameplay was legitimate.

When I requested a withdrawal, the casino requested KYC verification documents. I submitted the following:

- Government issued Western Australia Photo ID 

- Commonwealth Bank statement 

- Debit card verification (front and back) 

- Additional requested verification 

After submitting these documents, I was informed by support chat that I was "fully verified, no worries." I have screenshots confirming this.

However, after requesting withdrawal, the casino later claimed that my documents were "forged" and disabled my account, confiscating my entire balance of $11,450.

This claim is completely false. All documents submitted are legitimate and belong to me. The casino has not provided any evidence or explanation regarding which documents are allegedly forged.

Additionally, the casino has repeatedly stated that further instructions were sent via email, but I have not received any such communication.

I have fully cooperated with all verification requests and remain willing to provide any additional verification required.

I believe the casino is acting unfairly and delaying payment without valid reason. I have also filed a complaint with their licensing authority.

I request that Casino Guru assist in resolving this matter and help ensure my legitimate winnings are paid.

Thank you.

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 Trentkent07,

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 can 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.

• Can you provide more details about the KYC verification process? Was there a specific reason given for the claim of "forged" documents?
• Which additional verification documents have you submitted beyond the initial ones listed?

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

Petra

Dear Trentkent07,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have had a reply from axe casino they are taking no responsibility for anything and have shut my account for good

Thank you for your reply and for providing the previous details, Trentkent07.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• When you attempted to withdraw your winnings, what response did you receive from the casino?

Could you provide the above-mentioned communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I was playing slots hold and win and I had only deposited once 30 no bonuses and I attempted to withdraw at 500$ and they put it back in my account so I kept spinning and got 6000$ then tried to withdraw and they put it back in so I kept spinning and then I won’t 18000 and then tried withdraw 11450$

Thank you for your reply and for providing the previous details, Trentkent07.

Could you provide above-mentioned additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Trentkent07,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru