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I made a crypto deposit without any bonus attached to it. When I went to cash out, it got denied, saying my account needed to be verified. In their terms and conditions, it says if a player deposits with crypto, verification isn't necessary. After they denied my payout, they locked me out of my account, and are refusing to return my deposit.

Dear jmitchsr1128,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions, and this is what I found:

9.Privacy Policy

5.In order to verify a Player's identity when they withdraw money for the first time, the Casino may ask for copies of particular documents.

6.The Casino reserves the right to ask for similar documents in the future in order to safeguard the security of your account. These documents frequently include:

1. The front and back of a player's driver's license or any other legitimate photo ID issued by the government.
2. Utility bills, such as those for gas, electricity, water, or telephone, showing the Player's name and the address they previously registered with us.
3. Statement of the card or letter from the bank that issued the card.
4. The front and back of any credit or debit cards used for casino deposits.

Could you please advise if you provided any documents for verification? If you did, have any of your documents been approved by the casino?

Could you kindly specify why your account was blocked?

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 don't supply any documents. It says if I deposit with crypto, verification isn't necessary.

I don't know why my account was blocked. After I asked for my deposit back, I wasn't able to log in anymore and management quit responding to my emails.

Could you please send me a screenshot showing that customers depositing with cryptocurrencies do not have to verify? It is not mentioned in the Terms I copied in my first response. Thank you.

Thank you for providing the screenshots. However, the casino has stated that verification may be required for cryptocurrency deposits in certain instances. It's advisable to adhere to the casino's requests in this matter. If you prefer not to undergo verification, regrettably, we are unable to assist you further.

Dear jmitchsr1128,

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.