OrionsBet Casino - Player’s withdrawal has been canceled.

The withdrawal was canceled and I was told that I had violated the rules in question, which are shown in the attachment. I have not done any of those things.

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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 if you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you provided any identity documents to the casino for verification?
• Have you passed the full KYC verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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 never used VPN-IP programs.

I have submitted all the KYC documents and they have been approved.

Slot games played and winnings from there.

As previously announced, we would like to confirm once again that the decision regarding your case is final and has been made in full accordance with the terms and conditions.

We understand your frustration, but we kindly ask for your understanding in this matter.

This is the only answer I get when I ask what I've done because none of those rule violations are true.

Which payment methods have you used to deposit and withdraw money at this casino?

only zimpler payment method

Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a link or a screenshot of it.

I did start with exclusive 150% bonus, and i did wager it normally on slots. i cant find bonus history so i cant screenshot that.

Thank you very much, hopeatoffee, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello hopeatoffee,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite OrionsBet Casino to join the conversation.

Dear OrionsBet Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules, as was communicated to them via email. If this information and evidence cannot be disclosed publicly, please send it to me directly at [email protected] for an independent assessment.

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.

Dear hopeatoffee,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru