Surf Casino - Player cannot withdraw his winnings.

Hi. I created an account on surf casino on 18 September 2020. I deposited 300 euro and start play with a bonus on jammin jars. I played aloha slot also. I won 7181.9 euro. I ordered withdrawal, but they start ask documents for verification. I sent passport, two screenshots from neteller, selfi with paper and text on it, selfi from my friend who sent money to my neteller.

They said I didn't give them proof of income and seized winnings.

I tried solve this on the owner's forum, but he blocked me.

Please, help me return my money back.

Dear Vadim,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I can only imagine how frustrating it might be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. Asking for proof of income isn’t very common, but the casinos sometimes ask for it as an additional document.

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina 

I sent, but this conversation on Russian

Vadim, thank you very much for your email. Do I understand correctly, that you've filed an official complaint with the license authority?

Maybe, not sure about it. I sent email to complaints@gaminglicences.com

Vadim, since you've contacted the licensing authority (which has higher authority than we are) I will now close this case with status "waiting for regulator decision." 

Please let us know when you will receive the official decision from Curaçao, and we will update the case accordingly. My email address is kristina.s@casino.guru.

Dear Vadim,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at kristina.s@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Kristina

Dear Vadim,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.