Everygame Casino Classic - Player’s struggling to complete the account verification.

I am writing today in hopes that you will assist me in obtaining my recent jackpot winnings from Everygame Casino. 

I was incredibly fortunate enough to hit the big $67k jackpot while playing the Mine All Mine slots on Everygame Casino last Saturday night (one week ago). I was absolutely overjoyed and overwhelmed by this win because it is literally going to change my life. The last two years have been a living nightmare for me after suffering a stroke, losing my high-paying job, being homeless, having my fiance almost die in a car accident...and the list goes on. We have hospital/doctor bill collectors calling every day, all day and night. And we are also currently living in a tiny rented home that isn't compatible at all with my fiance's wheelchair mobility/needs. 

This money will finally enable us to move into a larger, handicapped accessible home and also give us an opportunity to pay off some of our bills and stop the constant harassment from the collectors. 

Sadly, though, our excitement and joy has turned into even more stress, frustration and worry because Everygame Casino has not responded to even ONE of my repeated attempts and pleas for them to simply answer me about what my next steps are and how I can retrieve my winnings.

I joined the casino earlier this year in February, and in March, I needed to verify my account in order to be able to use certain forms of payment (credit cards) and also have them remove the deposit restrictions that were on my account at the time. They told me to send pictures of my photo ID and proof of address, which I did, and then my account was verified and all restrictions lifted. 

Since March, I've deposited a a good amount of money into the casino in hopes I would win big and get a new lease on life and a second chance to be happy again. I never had any issues redeeming bonuses, getting my birthday bonus last month, depositing from various credit cards and losing my hard earned and limited money to them... but now, when it's time for ME to actually collect money from THEM, instead of them taking money from me, my account has now been mysteriously UN-verified and I'm being completely ignored??

I have not received even one word of response from any department within the casino.... not even an automated response acknowledging my messages. Absolutely nothing. Complete silence. Not one word... which leaves me nothing else to believe but that they are a total scam site that steals money from their loyal and trusting customers, and has no intention of honoring my winnings. 

I was told by a live chat representative right after my win that all I had to do was verify my account again and play through the $2k bonus requirement I had at the time, and then my winnings would be free and clear for me to withdrawal.  

But sadly that has not been the case at all... I actually played more than the $2k requirement they demanded since then (and I'm so mad at myself for doing that ughhhh) but fortunately I still have a full $60k sitting in my account... but I'm unable to withdrawal it and it's only available to put back in for them to steal.

I am so crushed, defeated and heartbroken... I was so relieved and excited a week ago and really believed things were turning around for us, but it's just more disappointments and deadends. So, thank you in advance for any assistance you can provide.

Also, I received an email this morning from Everygame Casino News informing me that I placed #61 in their Flower Power promotion and my winnings are a $75 cash bonus and to go to the cashier online to redeem it. So, they can contact me no problem about placing in their contest and winning $75, but they are continuing to completely ignore me (it's been 9 days now) about my $67,000 win??? Unbelievable. 

Dear Jenni,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Could you please advise which exact bonus has been activated before accumulating your winnings?

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,

Petronela

You're not going to believe this!!! Righ t after I submitted my complaint last night, I went into my Everygame account and clicked on withdrawal to see if the message about my account not being verified was still there (like i do every day, all day, every couple hours lol) and almost fell out of my chair when I realized it was allowing me to make my first withdrawal!!!!!!!!!

I actually successfully submitted my first withdrawal request for a wire transfer into my checking account.... it was capped at $2500 with a $50 fee but it's something and a great first step!!! 

I'm assuming I'll be able to repeat this process every week until I get all the $$.... I hope.

I was afraid to choose the check option because I'm worried they won't send it and say they did and it got "lost." 

So, I guess for now, I can cancel my Complaint or put it on hold? Please let me know.

Thanks sooooo much!

Thank you very much, Jenni, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawals. Please keep me informed. 

Thank you so much... I appreciate it! I hate to say it - and I truly hope this isn't the case - but I may have spoken too soon. I received an email from documents@everygame.eu saying that my withdrawal request was denied due to the fact my account wasn't verified and that I needed to ... AGAIN ... and this is the THIRD TIME now I've sent these same documents over ... send over pictures of the front/back of my photo ID and a utility bill proving my address. But, this time, they also asked for a picture of the front and back of one of my credit cards. I truly hope this isn't a scam because I don't understand how they can keep saying my account isn't verified... I couldn't make deposits via credit card back in March because my account "wasn't verified," I sent in all the aforementioned documents, it was verified and I could make credit card deposits. Then, two months later, I win $67K and I try to make a withdrawal and a message pops up saying my account isn't verified. So, I send all the same documents in again, along with a bunch of emails to pretty much every department and every person affiliated with Everygame and I keep checking every day, all day, to see if that pop-up about my account not being verified has disappeared when I try to make a withdrawal, and a couple days ago, it was finally gone! I was able to complete my withdrawal request and for the last couple days it was pending and whenever I tried to make a second withdrawal (because you can only get out $2500 at a time), the pop-up would just say I had to wait until the current withdrawal was complete before I could make another one, then all of a sudden, I get an email... the FIRST email I got from anyone there... saying my withdrawal request was denied and canceled because my account isn't verified. WHAT?!?! And that I need to send pictures of my photo ID, utility bill, credit card, etc. Ummmm.... again.... what?!? No reference at all to the TWO previous times over the past TWO months, I sent in the same docs AND MY ACCOUNT WAS VERIFIED AFTERWARDS and then somehow "unverified" each time afterwards only to now be asked AGAIN to send the SAME DOCUMENTS in AGAIN for a THIRD time to verify my account AGAIN for the THIRD TIME. It just doesn't make sense. It's just a huge waste of time, a joke and a really horrible way to treat people. It's obvious we're not the ones playing games in their casino, they're the ones playing games and the joke's on us. How long will they be able to continue operating under false pretenses like this, pretending to run an actual online, reputable casino when it's just a front to steal people's money??? I can say one thing.... I'm tired of life beating me down. They better hope someone over there wakes the hell up and realizes they're stealing from the wrong person this time because if I don't get my money, I will spend every day, every week, every month making it my life's mission to bring them down.... not just the "business" overall, but the individuals behind it, including the owner/founder Michl P***h. I will not stop until I get the money they owe me. They can't treat good, honest people this way and get away with it, being quoted in news articles and at conferences and speaking engagements claiming how "important" trust is to them and how it's their primary focus and priority to maintain their "trusted reputation." Time to own up to those claims.

Thank you very much, Jenni, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much. I'm still waiting for them to process my first withdrawal (it has said there is a "withdrawal pending" for the last several days now... this is the second time I've tried to process my first $2500 withdrawal. They also never responded to my email I sent last week that included the additional forms of ID they requested.

Hello, Jenni,

Congratulations on your win, and I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Everygame Casino Classic's representative to join this conversation and participate in the resolution of this complaint.

Dear Everygame Casino Classic Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw the winnings?

Thank you in advance for providing the information.

We would like to ask Everygame Casino Classic 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 will have a negative impact on the casino's rating.

Dear Jenni; Branislav,

Thanks for bringing this issue to our attention.

To proceed with the investigation, please provide us with your user name.

We look forward to hearing from you.

Best Regards,

Everygame Affiliate Team

A real person from Everygame finally responded to me with a real personalized response thanks to you here at Casino Guru... thank you!! Of course they asked me to send in the same pictures again ... for the FIFTH time, but this time, they wanted an additional one as well ... a picture of me holding my ID up to my face. They also asked me about an old account that my ex girlfriend had set up awhile ago and had used - or tried to use - my credit cards without my permission... which is one of many reasons she is my ex. Lol. I'm not sure why, though, especially since that account was officially closed by Everygame (and my ex had sent me proof of it). So, let's see if they finally give me my money. I'm waiting and I'll let you guys know asap! Thank you again so much for intervening!!

I just this morning received another email from a real person at Everygame (not automated) apologizing for the inconvenience and delay letting me know that my account has been fully verified and that I am now cleared and authorized to start withdrawaling my winnings!! Since you are only able to withdrawal $2500 per week, I just submitted my first withdrawal request for that amount to be deposited directly into my bank account. It says it will arrive within 2-3 business days, so we'll see... but this is the first real, positive response I've received from them, so I'm hopeful. Again, I'm sure this wouldn't have been possible without your assistance here at CasinoGuru, so thank you thank you thank you sooo much! You guys rock! I'll keep you posted with any relevant updates... positive or negative. Thanks again! 😊 😊😊😊

Unbelievably, I just received a notification from my bank that $2430 had been deposited into my account via wire transfer! I didn't believe it until I logged in and saw it with my own eyes! Lol. It only took ONE day once they finally did the right thing, verified my account and approved my withdrawal request! Now, I just have to do this once a week for like six months and I'll have all my winnings!! Lol. But, better late than never! Thanks again soooo much for your help with this. Take care and God bless!!

Dear Jenni,

We are happy to see that the account verification and your withdrawal issue have been solved.

Congratulations on your winnings 🙂

Best Regards,

Everygame Affiliate Team

Greetings all,

Great news! Thank you for the updates. Good to finally see progress.

Dear Jenni,

The main problem has been successfully solved, and we are talking about an average withdrawal limit (a standard limit and a higher amount of funds). Therefore, I would like to propose a solution to this open complaint.

I could close the complaint as resolved (for now) because there will be likely no other issues with paying on the casino's side. However, in case anything would change in the future before you receive all of your disputed funds, you can request a reopening of the complaint anytime and we will look at it again.

Do you please agree with such a solution?

That's absolutely fair and I totally agree! Thank you again for your assistance with this matter... it was greatly appreciated!

Take care,

Jenni 😊

Hi Jenni,

You can be assured that you won't have any problems withdrawing your winnings.

I want to recommend you to read our T&C carefully. Please note that you cannot use any freebies or deposits on top of your winnings.

Best Regards,

Everygame Affiliate Team

I haven't - and I'm not - using any "freebies or deposits" on top of my winnings, so why would you post something like that here on this forum? I have used some of my winnings to play again over the last several weeks, but lost the $$ from my winnings that I put back in.... if this is not permitted, then please, by all means, feel free to refund the portion of $$ from my winnings that I used to play again and lost.

Jenni

Dear Jenni,

We are in daily contact with many types of players and sometimes they need to know about these rules. To be honest, players mostly do not read the entire Terms and Conditions and then complain when the casino confiscates their winnings for breaching them. So, in this case, I would understand the last casino's post only as a friendly recommendation or announcement. Mainly to prevent you from losing your winnings due to an unintentional breach of the casino's Terms and Conditions. This information is not well-known by all players. If you already knew about it - good for you.

However, as for my proposal above - thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad the main issue was resolved and you even received a part of your funds. As the main issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. But, as I stated above, in case of any other complications, you can reopen it anytime.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Everygame Affiliate Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru