The player from Austria had initiated a withdrawal of EUR 1,675 after making a deposit in bitcoin and completing the bonus conditions. However, the casino did not process the withdrawal, and he faced account issues after submitting the required verification documents, which resulted in his balance being canceled. The Complaints Team was unable to resolve the issue as the casino refused to cooperate and did not respond to inquiries. Consequently, the complaint was closed as 'unresolved', which negatively impacted the casino's rating.
PH Casino - Player’s withdrawal is delayed, account balance canceled.
Black points: 308
Amount: €1,675
PH Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
Hello, I've made a deposit on 07.07.24 in bitcoin currency in the amount of 0.00749 and accepted the bonus 100%. I fulfilled all the bonus conditions and then made a withdrawal in the amount of EUR 1,675. The withdrawal has not been processed. The casino requested to go through the verification process, during which he had to send documents confirming his identity and a selfie with these documents. I sent these documents successfully, after which my balance was canceled from my account. I don't understand what's going on. I started playing at the casino on 05/23/2021, where I made deposits and received payouts to my wallet. I hope you can help me with my problem and I will solve it.
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2 months ago
Dear Rntkrenn,
Thank you for submitting your complaint. I am sorry to hear about the difficulties you are experiencing with PH Casino.
Before we proceed, could you please provide some additional information:
- Is your account verified, and if so, when was it verified?
- Is this your first withdrawal request?
- When was your most recent communication with the casino, and what was the subject of that communication?
Please note that the recommended time frame for processing withdrawals is 14 days. If the period has been shorter than this, I would advise allowing additional time for the process to be completed.
Thank you for your cooperation, and I look forward to your response.
Best regards,
Nick
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2 months ago
Account not verified.
I sent all the requested documents, after which all my funds were confiscated and the account was closed.
This is not my first withdrawal, I have already made two withdrawals
The last time I corresponded was 1 day ago
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1 month ago
I look forward to hearing from you.
Have you submitted a request to the casino?
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1 month ago
Hello rntkrenn,
Since we haven’t received any response from the casino regarding any complaints so far as they have refused to cooperate with us, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
