Olympia Casino - The player's account got blocked.

9 days ago I deposited a total of $36000. 3 lots

of $6000 was deposited accidentally (not sure

if it was my fault or the casinos, I made a deposit of $6000 then 3 more lots of $6000 came out one afterwards one after another, I went on the chat and the VIP manager told me not to stress because they received it and that I could just add it to my pending withdrawal) anyway, I had a big win and tried withdrawing $78500 (included in that $78500 was the $18000 that wasn’t meant to be deposited) in order to get my withdrawal I had to go through the verification process which was all good, it didn’t take to long for them to fully verify my account. The VIP manager said it will take up to 12 hours for them to process my withdrawal and being a bank transfer I would see the funds in 3-7 days. That was all good, 6 hours had passed and I tried logging in to my account only to find out that they disabled my account!!!

I wasn’t happy and jumped straight on the chat and VIP manager said they had to disable my account and would contact me in a few days to request more information, I contacted them everyday but they kept telling me to please wait and be patient, finally after me contacting them on the 4th day they said they wanted a 3 month bank statement that had every transaction to and from my account to date. I found this unusual and suss and said that to them but then they told me they wouldn’t withdraw my funds if I didn’t. I was very hesitant but I ended up giving it to them.

a few days passed and again I had to make contact with them asking what was going on and they told me I had to explain where my money in my bank account came from because there was no large payments being paid to me in the past 3 months. I didn’t think it was any of their business where my money came from or why it was even relevant! They could clearly see all the deposits I had made to the casino, why wasn’t that enough? Again they told me they would refuse my withdrawal if I didn’t provide them with the information they wanted. So I feel like they are threatening me in order to give them my personal information! I have $78500 on the line here so I felt like I had no choice but to tell them. Once I did I got told that they will review my information and contact me in a few days!! I am so over this waiting game and I feel like im just being messed around and that they are going to keep requesting more irrelevant information until there’s something I can’t provide and then that’s when they will just tell me that my withdrawal has been rejected.

I have given them every form of ID, including a photo of me holding my ID, every bit of information from my bank including all numbers front and back on my Mastercard, multiple documents that all state my name, email, address, phone number ect… I told them to do a Skype video call so they can verify me if that’s what it takes but all emails I send to them get ignored!! They always say they will email me straight away with updates but I haven’t received one email from them.

This is becoming beyond a joke!! How is that we as players have to just trust the casino when we deposit funds that get taken from us instantly but when it comes to them needing to pay up they need a ridiculous amount of information which is never enough and don’t care when they keep people waiting days or weeks!!! Another sad part about all this, is that I’m a DIVINE VIP player, so you would think I would get the treatment of a VIP but I’m getting treated as if I’m just scum.

What can be done about this? My account is still suspended and I have won heaps of prizes from the lottery and can’t even claim them! All bonuses or money back I’ve gotten has all expired. It’s a joke

Hello Kdaniells,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Olympia Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that is is common to request bank statements, even 6 months old to prove the income of a player.

Looking forward to your answer.

Regards,

Nick

Dear Kdaniells,

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.

The complaint will be now closed for the above mentioned reason.