Happy Ending Casino - Player demands release of withheld funds.

Formal Complaint and Demand for Release of Funds

I respectfully submit this complaint regarding the withholding of funds from my casino account and the casino's refusal to provide a reasonable opportunity to complete its verification process.

The funds at issue are my earned funds. I obtained these funds through lawful participation in activities, tasks, promotions, and gaming opportunities offered directly by the casino on its platform. Prior to requesting access to or withdrawal of these funds, I completed all wagering, playthrough, and other applicable requirements associated with the funds and in accordance with the casino's published terms and conditions.

After the funds had been earned and credited to my account, the casino refused to process my account and imposed additional verification requirements. While I am willing to comply with reasonable identity verification procedures, the casino has refused to provide the verification link, instructions, or a clear explanation of the documentation required to complete the process.

Instead, the casino stated:

"Our terms state that we can choose who we do business with. Once you have proven your statement, then we can proceed with the verification."

The casino further stated:

"Any contract we entered was based on the way you represented yourself. Once you prove to us what you have stated, we can provide the verification link."

These statements fail to identify any specific deficiency, alleged violation, or documentation requirement and effectively deny me access to the verification process itself. The casino has not provided a meaningful opportunity to cure any alleged issue, verify my identity, or otherwise establish my eligibility to receive the funds held in my account.

By withholding access to the verification process while simultaneously retaining funds that were earned through participation on its platform, the casino is acting in a manner that appears unfair, unreasonable, and inconsistent with the principles of good-faith dealing that should govern consumer transactions. If verification is required, the casino should clearly identify the documents needed, provide the appropriate verification method, and allow a reasonable opportunity for compliance.

As of the date of this complaint,  $190.80 remains withheld.

Accordingly, I formally demand that the casino, within a reasonable period:

Provide the verification link and a complete list of all documents or information required to complete account verification; and

Upon satisfactory completion of verification, promptly release and pay all funds owed to me.

Alternatively, if the casino is unwilling to proceed with verification,

I reserve all rights and remedies available under applicable law and request that this matter be investigated and resolved without further delay. The relief sought is limited to the release and payment of funds that were earned through participation on the casino's platform after completion of the applicable requirements and to a fair opportunity to complete any legitimate verification procedures.

Amount in Dispute: $190.80

Requested Relief: Immediate access to the verification process and payment of all funds rightfully owed.

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,

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 are able to 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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila