EGB Casino - Player's account is closed.

I open an account to EGB around a month ago, I deposited around 116$, after winnings I reached around 460$, then trying to withdraw the money they were asking for KYC which is normal, I have provided all the requested documents, ID, selfies, bank statements etc. then they requested a video call with me, so we scheduled the video call, I replied to all of their questions and after that I realized that account was blocked and I didn t have access anymore. Trying to connect via email, they replied to me that I breech terms & conditions 4, 11 & 14 which is completely irrelevant and misleading and without any further explanation they stated that the amount is frozen, even my initial deposit. Trying to communicate further with them and resolve the dispute internally I m not getting any responses from them for almost 10 days now.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which types of games you played (for example, slots, live casino games, or sports betting)?
• Did you accumulate your winnings with or without a bonus?
• What questions were you asked by the casino representative during the video call? Were there any questions you were unable to answer?

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