Liberty Slots Casino - Player's account closed with winnings confiscated.

I registered with Liberty Slots Casino through the link you provided, and they sent me an email with a promotion for 30 free spins on a slot machine. I used those free spins and won an amount I don't quite remember, after which I had to meet a rollover requirement. I managed to meet this requirement, and by the end of it, I had an accumulated winning of 110 dollars. They then requested documents for account verification. I sent these documents over several times, but it seemed like they were stalling to avoid payment, asking me to resend the photos multiple times. Today, I tried to log into my account to check if my documents had been verified, but I was unable to access my account. I contacted their support, and they informed me that Liberty Slots Casino had simply canceled my account, effectively stealing all the money I had legitimately won.

Dear Emersonjefb,

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. Could you please clarify when exactly you created your account? Do I understand correctly that your account has not been verified?

Have you received any explanation from the casino as to why your account was blocked? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

They didn't give me any explanation why they were closing my account, but it was the Casino's decision and the conversations I had with them disappeared as soon as they ended the chat conversation. I have the emails I sent with the documents for them to verify my account.

Since January 28, 2024, I send photos of documents to them, photos that I have already sent to other casinos and they all accepted and they kept rejecting and telling me to send another photo and they said they robbed me

Thank you very much, Emersonjefb, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Emersonjefb,

I'm Michal and I have taken over this complaint. I have reviewed this case and just so you know the KYC as well as AML is a very important and essential process.

I understand that the KYC process can be sometimes frustrating and lengthy, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Liberty Slots Casino to join the conversation.

Dear Liberty Slots Casino,

While it's understood that casinos may require various documents for KYC and AML processes, can you please provide us an explanation on why the pictures the player has provided are not sufficient?

We would like to ask the casino 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 may negatively affect its rating.

Dear Emersonjefb,

I've managed to get in touch with the casino representative and am awaiting further information to better understand the situation. We would like to give this case more time to get resolved. We are extending the timer for an additional 7 days.

Dear Emersonjefb,

Could you kindly send all the documents you submitted to the casino team for verification to my email at michal.k@casino.guru? This would assist in gaining a clearer understanding of the situation.

Thank you in advance.



Dear Emersonjefb,

Thank you for the provided documents. The casino security team will soon reach out to you directly to update you on the progress.

Dear Emersonjefb,

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.

I haven't received any contact from them yet they said they canceled my but they continue to send messages about promotions to my email but regarding my case so far no contact

Dear Emersonjefb,

The latest update I received from the casino team was regarding the completion of your document verification and the KYC process. Once this process is finalized, you will receive a notification. While I understand that waiting can be frustrating, please be aware that this procedure may take some time. I kindly request your patience in this matter. I am hopeful that we will soon witness progress.

Ok thanks, I'll wait and hope it gets resolved

Dear Emersonjefb,

I've received confirmation from the casino team that your documents have been successfully verified. You're now clear to proceed with submitting a new withdrawal request, and everything appears to be in order for it to be processed and paid. Please let me know once you receive the funds.

But I can't access my account because the last time I spoke to their customer service, the customer service representative said that my account was canceled, how am I going to receive anything if I can't access my account?

Dear Emersonjefb,

Your access to your account should be restored now.

Could you please provide a screenshot of any error message you encounter while attempting to log in to your casino account?

Dear Emersonjefb,

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.

I managed to access my account but now they said I have to deposit it to be able to withdraw it.

Dear Emersonjefb,

This is a common requirement for No deposit bonuses in a lot of casinos. Liberty Slots Casino has this mentioned in its bonus terms and conditions:

Free bonuses

If you receive a free bonus, a non-deposit bonus, a bonus that does not require you to make an associated purchase of casino credits, for any reason, including winnings from tournaments, please ensure you are aware of the following terms:

1: For account verification and fraud prevention purposes, all players must make at least one deposit of at least 25.00 ($, €), before any withdrawals can be processed.

2: All deposits must be wagered, in full, a minimum of one-time before a withdrawal may be requested.

I can only recommend you to follow the casino's terms and conditions.

Dear Emersonjefb,

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.

I'm trying to deposit but I can't

Dear Emersonjefb,

Could you kindly elucidate why you're unable to make a deposit? If you encounter any errors during the deposit process, please share a screenshot of the error message.

Dear Emersonjefb,

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.

Their deposit teachers are very complicated, I've tried but I can't do it

Dear Emersonjefb,

I'm sorry but I don't understand your last post. Do you still have issues with depositing or do you encounter any other issues?

Sorry, I typed it wrong, I meant that the deposit methods that the Casino has are very complicated and I can't deposit

Dear Emersonjefb,

I've reviewed the deposit options, and they appear to be quite standard with a decent variety available.

Could you please clarify what's causing difficulty for you? Are you experiencing any errors during the deposit process?

Because I have never used these deposit methods, I always deposit via Pix or pay4fun, so I am having difficulty using these methods that the Casino offers.

Dear Emersonjefb,

I understand your point, but the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Unfortunately, casinos are sometimes powerless and limited in offering certain payment methods to their customers in certain markets. It's recommended to verify if the casino supports your preferred payment method. Ultimately, it's the responsibility of the player (you) to make a successful deposit to claim winnings from a previous no-deposit bonus. Please explore alternative supported methods. Regrettably, our ability to assist you in this matter is very limited.

Okay, I'll try to talk to Casino support to see if I can provide any guidance and I'll also check if any of my friends have already made a deposit using any of the payment methods available at the Casino, but thank you very much for everything.

Dear Emersonjefb,

Thank you for your understanding. While it's fine to discuss payment methods with your friends, please remember that any payment method you use must be registered in your name. Transactions, whether deposits or withdrawals, cannot be conducted using a third-party payment method.

Anyway, I trust you will be able to overcome this minor obstacle.

As the main issue with your verification has been sorted out, is there anything else I can assist you with, or can we consider your complaint resolved?

Thank you for your attention, yes the problem has been resolved

Dear Emersonjefb,

Thank you for the confirmation.

As the complainant confirmed that the main issue with the verification has been solved we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru