Odds96 Casino - Player’s struggling to withdraw his winnings.

I deposited a total of 5200 rupees from astropay on Dec 4, 2022. I played the French roulette game. My balance become 5000. So l tried withdrawing it and they rejected it two times. But for the third time they blocked my account. I need a solution for this. I need my account to unblock or I need a refund from them.

Dear Legendryjay,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

My account is fully verified and I made one withdraw of 1500 once from odds96. I don't know the reason why they blocked me. I thought it may be internal issue.

Thank you very much, Legendryjay, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hey psaidinesh123 is not my username. My username is legendryjay in odds 96. You are comparing my problem with someones problem.

Hello, Legendryjay,

I am sorry to hear about your situation, and I apologize for the username misunderstanding - in the meantime, it was fixed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Odds96 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Odds96 Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account? 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?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We will provide an answer in 48 hours timeline

Greetings all,

Dear Odds96 Casino Team,

I am extending the timer. Please, let us know once you have the requested information and provide us with answers to my questions above.

We are looking forward to hearing from you.

Hey!

Please be reminded of the email that was sent on 07/12/22 from our Customer Support Team.

Here is the exact text:

We regret to inform you that your account has been blocked due to security reasons (Terms of Service, 6.1., 6.1.k).

6.1. You accept and acknowledge that we reserve the right to terminate a Client's account immediately and/or restrict Client's access to the Website, and cancel any or all Client's bets and winnings, if we find out that:

k. there are reasons to believe that a Client's account is not used for betting and other game-related activities.

Also, please be reminded about Clause 6.1 of the Terms of Service agreement (which you agreed with during the registration):

6.1. You accept and acknowledge that we reserve the right to terminate a Client's account immediately and/or restrict Client's access to the Website (up to 30 days while undergoing departmental inspection), and cancel any or all Client's bets and winnings.

This is our final decision and we reserve our right not to continue communication on this topic (unless there are any other questions left).

Have a nice day.

Best Regards,

Odds96.com Customer Support Team

Dear Odds96 Casino Team,

Thank you for your reply. However, I am afraid there are still unanswered questions, and from our point of view, the provided explanation is not enough to confiscate the player's winnings/balance. Therefore, I would like to repeat a few of my previous questions.

"Could you please provide us with an explanation of the player's situation in more detail? 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?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

As was mentioned, if it is more convenient for you, feel free to contact me via email.

Customer successfully withdraw the remaining balance.

Best Regards,

Odds96.com

Thank you very much, Odds96.com Team, for the update. This significantly changes the situation.

Dear Legendryjay,

Can you please confirm your balance has been paid?

Dear Legendryjay,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Odds96 Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru