The player from Australia had successfully withdrawn small amounts, but a larger withdrawal of $1025.02 was declined. The casino claimed the player had multiple accounts, which the player denied. The user confirmed that no one else could have used his internet to create another account and that he had passed the KYC verification. We attempted to contact the casino for further clarification but received no relevant information. Due to the lack of response from the casino, we were forced to close the complaint as 'unresolved'.
Legit99 Casino - Player’s withdrawal has been denied.
Black points: 379
Amount: A$1,025
Legit99 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
6 months ago
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6 months ago
So I deposited without bonus, withdrawn twice, $70 and $80 no problems. Try to withdraw $1025.02 and they declined it and forfeited my withdrawal saying I had multiple accounts which I don't then they said I can deposit again and I can withdraw if I win for that
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6 months ago
Dear Muggsy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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6 months ago
I have no one using my phones internet so impossible for multiple accounts, the site is called legit99.com and I verified my phone number and name. So yes passed the kyc as withdrew twice prior
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6 months ago
Thank you very much, Muggsy, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Hello, Muggsy,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Legit99 Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?
If we are talking about a breach of the casino's Terms and Conditions, as indicated above, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
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6 months ago
Dear Muggsy,
I found out that the only way how to contact the casino is through their Live Chat, which, as you could find out yourself, is not as great as players could expect. They are basically not able to provide anything relevant, so it is completely useless and a waste of time to contact them. Therefore, unfortunately, it makes no sense for us to keep the complaint open unnecessarily and wait for no response, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
For the future, I strongly recommend you check reviews of any casino you consider playing at and choose only better-rated ones.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can ask to reopen this complaint anytime. If that occurs, you will be notified via email.
In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
