Casino Fantastico - Player's withdrawal is delayed.

I have had a withdrawal pending since september 7th for £4011.68. I received a request for id and proof of address which i sent to casino fantastico. I received a reply stating that my verification was completed and that my withdrawal had been sent for processing. Several days later i still had not had my money paid out. Since then they have asked for several months of bank statements with all transactions showing. They stated that this is for safer gambling purposes and is in no way related to my withdrawal. I have an email from them as proof of this. Obviously i see this as a massive invasion of privacy and will not be sending the requested documents. If they have concerns over my safety the first of all they should not have accepted my deposits in the first place. secondly i have told them i am more than happy for them to process my withdrawal and then close the account permanently. I am happy to show proof as and when requested to show that my account was successfully verified and the demand for further verification is not connected to my pending withdrawal.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

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

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please note that a casino is entitled to request additional identity documents for verification if needed.

• Could you please let me know which documents you have already submitted as proof of payment? Have you provided any bank statements to this casino?
• How many deposits have you made in total, and when exactly did you send your first and most recent deposits?
• Which payment methods have you used to deposit funds into this casino?

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

I have already submitted a pdf bank statement for the month of my withdrawal. i can show you the email where they specifically told me that the additional request was not related to my withdrawal. If that is the case why are they using this request as a way of delaying paying me my winnings? As per the ukgc website:

A request made by a customer to withdraw funds from their account must not result in a requirement for additonal information to be supplied as a conditon of withdrawal if the licensee could have reasonably requested that information earlier.

Since i have already supplied a full bank statement showing transactions to the casino in question any further requests are simply made as a means to delay withdrawals. Furthermore showing several months worth of bank statements with every transaction visible is a huge breach of privacy. Again if they feel i am a gambling risk then i am happy for them to stop doing business with me but that should in no way impact my pending withdrawal.

As for previous deposits, i have made several weekly deposits over the weeks prior to this request. All of them using my debit card as my registered payment method.

Thank you for your reply.

Has the casino specified the timeframe that your bank statements should cover? Sometimes, when larger sums of money are involved in gameplay, casinos perform a source of funds check. In such cases, bank statements or payslips covering the last three months are usually requested.

It would be very helpful if you could forward me the communication between you and the casino regarding the additional verification requests to veronika.f@casino.guru. Kindly include emails, chat transcripts, screenshots, or any other evidence that could be relevant to the investigation of your case.

Thank you for your patience and cooperation.

I have sent the email chain as requested.

Thank you for your email.

I have reviewed the communication between you and the casino, and I can see that in your most recent conversation from October 14, the casino asked you to clarify your relationship with a certain D. A. There appear to be several transactions between you two in your bank statements.

Do you know if this person also has an account at Casino Fantastico?

Could you also please specify which types of games you played?

That person is a childhood friend of mine. I consider these types of questions from the casino to be a personal invasion of my privacy and absolutely none of their business. I have no idea if that person has an account with casino fantastico or not. Once again i repeat directly from the UKGC website :

A request made by a customer to withdraw funds from their account must not result in a requirement for additonal information to be supplied as a conditon of withdrawal if the licensee could have reasonably requested that information earlier.

If the casino has any doubts about my gambling then they are absolutely welcome to close my account. What they are not entitled to do is keep money that does not belong to them. I have repeated this stance several times to the casino as well as opening a case with resolver with a view to beginning legal action against them. I am hoping it will not come to that and that we can reach an amicable solution here via casinoguru. I will not be supplying any more documentation to casino fantastico nor will i be answering their invasive personal questions.

As for the types of games i played it was slots. I would say that at a minimum of 80% of my play was with just my raw cash balance. I rarely accepted deposit bonuses from the casino and i absolutely always declined the daily free spins offered to me. I fail to see what it is they believe i have done wrong here. I firmly believe every single action they have taken thus far is just an excuse in order to stall payment of my winnings and an attempt to avoid paying me money that i won fairly.

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

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.

Hello there,

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

I would now like to ask Casino Fantastico for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear rhysjones, I got in contact with the casino representative, but I was told they cannot share any information regarding your account with a third party without your explicit confirmation. Would it be possible for you to write an email to the casino support stating that you would like Casino Guru to represent you in this matter, and that all information regarding your complaint can be shared with us? You can send the email to the following address: (complaints@broadwaygaming.com). Thank you in advance for your cooperation!

I can confirm that i have emailed broadway gaming as requested giving you authorisation.

Thank you for your cooperation rhysjones, I am going to contact the casino representative again, and I will keep you updated about any new developments. Thank you for your patience during this time!

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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the United Kingdom Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/page/how-to-complain). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter