The player from Sweden had won a jackpot at noaccountbet.com but was unable to withdraw her winnings of 440,000 Swedish Krona because the casino had locked her account. Despite having provided the required documents for income verification, she had received no feedback for several months. After the player had raised the issue with the Complaints Team, they contacted the casino for a detailed explanation. We were told that also there was a huge delay on the player's side in sending the necessary documents. She allegedly sent the requested documents about 6 months later than the casino froze her account for this purpose. The casino subsequently transferred the disputed funds to the player after receiving the required documents, resolving the issue.
No Account Bet Casino - Player's jackpot winnings are delayed.
Amount: 440,000 kr
No Account Bet Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Hello,
I wish to lodge a complaint against the casino noaccountbet.com, who has locked my account. I registered with this casino at the end of October and only played on one occasion. The game I chose was Vegas Night Life. My husband played it, so I became interested. I registered and started playing. To my great delight, I won the jackpot, and there was 440,000 Swedish Krona in my account. As soon as I won the jackpot, they froze my account and asked me to provide documents to verify my source of income. I provided everything that was required, but nothing happened thereafter. I wrote many times to the casino's email, but they either told me to wait while my documents were being verified or did not respond at all.
I have been waiting for a response for several months, but the situation does not change. Hence, I would kindly ask for your assistance.
Sincerely
Dear Olga1,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with No Account Bet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do you and your husband both have accounts in this casino? Did you play using two different devices? Did you deposit into the casino using two different payment methods? Did any of you take any bonuses?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello!
Thanks for your answer. My husband and I have played at different casinos of the same brand. We have three computers in the family, and we can use each other's computers when needed, but that rarely happens. As for bank accounts, we have both personal and joint accounts in the family. I usually make deposits from my personal bank account but it may happen that I have also deposited from an account that my husband and I share.
No bonuses were used at all, which means we played with the money we deposited into our gaming accounts.
Do I understand correctly that both you and your husband played Vegas Night Life, but in different online casinos? Could you please advise if you and your husband passed the KYC verification in the casinos you both play?
Please keep in mind that having multiple accounts in one casino is strictly prohibited and may lead to confiscation of the players' balances.
Hello! Yes, we both have submitted all the requested documents for verification. My husband and I played at different casinos.
Thank you very much, Olga1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello, Olga,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Dear No Account Bet Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why has her account been blocked/closed? Have the winnings been confiscated? What steps should she take to unblock the account and/or withdraw the disputed winnings?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Hello!
The casino has transferred funds to my bank account.
What great news!
Thank you, Olga, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
