The player from Spain had her withdrawal canceled due to accusations of breaching unspecified casino rules. We closed the complaint because the player stopped responding.
National Casino - Player's withdrawal was refused.
Amount: €1,300
National Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
After asking me for a million verification documents to verify my account, returning the amount of all withdrawals after trying to withdraw my money on more than 20 occasions (1,300 euros after depositing 1,150 euros) and responding to all requests with automated messages giving me long, this casino has sent me an email saying the following:
It has come to our attention that some of your bets are placed on mutually exclusive outcomes. Due to this, we were unable to process your withdrawal request. The funds were returned to your account. Unfortunately, your account has now been temporarily suspended as well.
I don't even know what they mean. It has been a complete robbery and they are real scammers. I am going to proceed to file a complaint with the corresponding agencies, but I would like to know how I can close their account at least in Spain and if I can report them through the police.
I have more tests, videos, emails, etc. Of everything.
Regards, and thank you very much
Automatic translation:
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1 year ago
Dear VIAR,
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 better understand the situation.
Did the casino give you a confirmation your casino account was fully verified? Did you accumulate your winnings using a bonus? Do you know if the balance on your casino account was reduced, when the casino didn't process your withdrawal?
I'll look forward to your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas. My account is fully verified and I have not used any bonuses. Indeed, in one of the withdrawals they took 100 euros from me, but even so they owe me 1300 euros that they do not want to pay me, justifying themselves with the fact that I have made exclusive bets or something like that.
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1 year ago
Thanks for the reply, VIAR.
Could you please forward the email from the casino with the justification for canceling your withdrawal? My email is tomas@casino.guru
