The Phone Casino - Player's account is blocked after winnings.

I joined The Phone Casino, attracted by their advertised no wagering free spins offer. I used the spins and won approximately $130 NZD or EUR. Not long after, my account was restricted and I was prompted to send in verification documents — which I submitted immediately.

Since then, I’ve had zero access to my account (I'm blocked at the login stage) and no replies to multiple follow-up emails sent to both their general support and document verification addresses. It’s now been over a week with no communication whatsoever.

This silence and delay are deeply unprofessional. I was fully verified before being allowed to claim bonuses, so being restricted after winning without explanation feels unfair and misleading. Their "no wagering" claim is meaningless if you can’t even access your winnings.

I urge others to proceed with caution. I am now preparing to escalate this issue with the UK Gambling Commission and public consumer forums.

Dear terinamegh,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing regarding your account access and winnings. To provide effective assistance, could you please answer the following questions:

• What specific verification documents did you submit to The Phone Casino?
• Can you confirm whether you received any confirmation of your document submission?
• Have you tried to contact support through any other channels aside from email?
• What error message do you receive when attempting to log in to your account? Please send me a screenshot.
• Did the casino provide any explanation for the restriction on your account?
• Have you made any deposits into this casino?
• How many free bonuses have you activated and played with at 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

Dear terinamegh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.