The player from the United States had his account restricted for verification at the time of withdrawal, despite having been successfully verified during registration. He had tried multiple times to provide the necessary documents, but without success. His account was eventually closed permanently due to accusations of bullying. The player had communicated with the Complaints Team, who had asked for additional information and had extended the complaint resolution timer. In the end, the player had confirmed that his issue was resolved when the casino issued his money. The Complaints Team had then marked the complaint as 'resolved'.
Golden Nugget Online Casino MI - Player’s account has been permanently closed due to alleged bullying.
Amount: $2,300
Golden Nugget Online Casino MI
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Upon registering for an account and verifying successful. I deposited multiple transactions and was allowed to play. A couple weeks later I attempted to withdraw my funds and my account was restricted for verification. By then my ID was expired and had to renew it. Couple weeks later I uploaded all documents necessary, but was still being asked for the same documents to be uploaded. After weeks of giving me the runaround I received an email saying my account is permanently closed due to bullying. I'm assuming because I chatted multiple times a day and used bad language because of my frustration.
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7 months ago
Dear Mohamed1982,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if your account has been successfully verified before it was closed by the casino?
Could you kindly forward me the email you received from the casino after your account was permanently closed? Have you been informed what would happen to the balance on your account? My email address is veronika.l@casino.guru.
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
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7 months ago
They have not successfully verified my account because they keep asking for better photos of my i.d. although I uploaded the correct photos multiple times
already. I forwarded the email to you. They did not notify me of my funds
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7 months ago
Thank you for your email. However, from the email you sent me, there is no information about the photograph of your ID being insufficient. Have you checked if you sent me the correct communication? The messages you forwarded me contained information regarding your account at DraftKings Casino.
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7 months ago
Most of the email responses were coming from draftk8ngs because it is the parent company.
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7 months ago
Could you also forward me the email you received after the casino permanently closed your account?
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7 months ago
Dear Mohamed1982,
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.
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7 months ago
Dear Mohamed1982,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
