The player from Greece had been concerned about repeated withdrawal cancellations from a casino. The casino had claimed she had a duplicate account after she tried to withdraw her winnings of 1000 euros. Despite having verified her identity and addressing the duplicate account issue, the casino had continued to cancel her withdrawals. After the player's complaint was submitted, we had asked her to provide more information and had kept the complaint open until she confirmed that her withdrawal had been successful. The player later confirmed that her withdrawal had been completed and the issue had been resolved.
Monixbet Casino - Player has continuous withdrawal requests cancelled.
Amount: €1,000
Monixbet Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello
I registered with the above-mentioned casino a few days ago and made deposits via Skrill.
I requested a withdrawal of 1500 euros.
After a day, I cancelled it and then requested 1000 euros.
I received an email informing me that the withdrawal was successful and at this moment, I do not need to submit any documents.
However, after a day, they asked me to produce a large amount of documents, which I did. I felt as if they were giving me a hard time, like they didn't want to process the withdrawal.
Regardless, they informed me that I was fully identified.
I once again proceeded with a withdrawal for 1000 euros and they cancelled it yet again.
After continuous withdrawal requests and cancellations, they sent me an email saying that I have a duplicate account.
I replied to them stating I don't remember if I had one in the past and asked them, if I indeed had an account, why they allowed me to register again, allow deposits and even go as far as to identify me.
Their response was OK and that I should proceed with the withdrawal again.
I did and again, they cancelled it.
This has happened more than 6 times.
Please communicate with them. I believe they are trying to avoid paying the money.
However, they were more than happy to accept my deposits.
Thank you
Automatic translation:
Public
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6 months ago
Dear marofa,
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.
- Do you currently have any pending withdrawals?
- Could you please post a screenshot of your withdrawal history here in this thread?
- Did you accumulate your winnings with or without an active bonus?
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
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6 months ago
Thank you very much
I hadnt active bonous.
firstly they sent me email
Hello!
Withdrawal Cancelled
Hello there,
We write to inform that your last withdrawal request was canceled, since your account hasn't been verified yet.
To proceed with the verification process successfully, please upload:
Our team is kindly asking you to create a new withdrawal request. If you want to withdraw via skrill_native, make sure you fill in the email correctly.
If you have any further questions, please don't hesitate to contact us.
Have a great day!
2)After my verification sent me
Hello!
Withdrawal Cancelled
Hello there,
We write to inform that your last withdrawal request was canceled.
The system has detected a duplicate account. Please provide us with information in this regard if you are aware of a duplicate account. Please contact our support team
If you have any further questions, please don't hesitate to contact us.
Have a great day!
3)
Withdrawal Cancelled
Hello there,
We write to inform that your last withdrawal request was canceled.
The system has detected a duplicate account. Please provide us with information in this regard if you are aware of a duplicate account. Please contact our support team.
If you have any further questions, please don't hesitate to contact us.
Have a great day!
4)
after my contact they wrote
Dear Customer,
Hope you're doing well!
Our team is kindly asking you to create a new withdrawal request. If you want to withdraw via skrill_native, make sure you fill in the email correctly.
If you have any further questions, please don't hesitate to contact us.
Have a great day!
i created new withdrawl and they canceled again
Ticket ID: UD6Y78d
attached screshot
Thank you
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6 months ago
Hello
I received an email 5 hours ago that my issue solved and will procced my withdrawl.
If no i ll contact with you again.
Thank you very much
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6 months ago
Thank you for your reply, marofa. Alright. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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6 months ago
Dear marofa,
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,
Kristina
Casino.Guru
