Christchurch Casino - Player’s withdrawal is delayed and account is blocked.

Hi,

I have had no previous issues in withdraws from this Casino but this time it is taking too long.

I submitted 3 x Withdrawls on the 18th June and then was emailed and asked to provide my bank statement. I am already verified and no previous issues. Since then the accounts team that requested my statement have not replied to any of my emails.

I contacted the help online through my account on the website and suddenly was blocked and unable to sign in. I don't mind that much that they have stopped me playing with them but I am concerned they haven't processed the withdrawal and have blocked me from my online account.

I did ask what the hold up was and said I want to pay some bills with my winnings. I do not gamble in anyway to pay bills but I got lucky. Since I stated that they blocked me from my account. I think that it shouldn't matter what I spend my winnings on and it is unfair to block me from my account.

Still haven't had any respone re my withdrawal and I am hoping you can help!

Kindest Regards

Tracey

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Dear Tracey,

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.

• Could you please clarify if you were able to pass your bank statement to the casino after requesting withdrawals on June 18?
• When exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Jean

Dear Tracey,

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,
Jean
Casino.Guru