Tipsport Casino SK - Player's account remains closed after winning.

I won an amount of 10,979 euros at the betting office. Subsequently, I wanted to withdraw the amount. Even though my bank account is verified, I was contacted by the betting office for payment verification. I didn't have the documents for verification with me at the time, and my account was blocked for this reason. I was then asked to verify at a branch, which I did, but the account is still blocked.

Hello Lubka123,

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

• Could you please advise since when is your account fully verified?
• Did you play casino games or sports betting?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

• Can you please advise me when your account is fully verified? 30.10.2024

• Have you played casino games or sports betting? Only odds bets

• Did you accumulate your winnings with real money or did you use a bonus? No bonus used

• When was the last time you spoke to the casino and what was it about? 20/12/2024. The betting company asked me for documents that I am not obliged to provide

Hello Lubka123,

What do you mean by "not obligate to provide"?

Do I understand it correctly that you have refused to provide documents for verification.

Awaiting your clarification.

Regards,

Nick

No, I did not refuse to provide documents for verification. My account is fully verified. The betting company is asking me for documents that are in no way related to verification.

Hello Lubka123,

Can you please clarify what kind of documents?

If there is any communication between you and the casino related to this case, please forward it to nikolas.b@casino.guru for further review.

Regards,

Nick

I sent it to you.

Dear Lubka123,

According to the email forwarded by the casino, it appears that some information was hidden on the document you provided. As they require the full document for verification, you will need to submit it without any modifications or hidden details.

Please try resending the document in its complete format and let us know the outcome.

Best regards,

Nick

I sent the documents without the blacked out data, but the betting company hasn't written back to me yet.

Dear Lubka123,

As it might take a while for the casino review the documents, can you please advise if there's been any update since then?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Dear Lubka123,

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 betting office still hasn't written back to me.

Thank you Lubka123 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lubka123,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Tipsport Casino SK to join the conversation.

Dear Tipsport Casino SK,

I would be grateful if you could provide clarification regarding the ongoing inaccessibility of the player account, despite the submission of the necessary documents and the considerable time that has passed. Furthermore, I would like to enquire about the reasons behind the withholding of the player's winnings.

If there are any information that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear Lubka123,

I have received information from the casino representative indicating that you should contact the relevant casino team at aml@tipsport.sk, who has already been in communication with you. They should provide you with an update. Given the sensitive nature of your situation and the information involved, they are unable to share details with us due to the company's privacy policy and GDPR regulations. Any communication from their side in this regard can be shared only with you as the involved party and not with any other third party.

I would love to provide more support, but unfortunately, our ability to do so is somewhat restricted in this case. Please keep me informed about the response from the AML team.