Total Casino - Player's withdrawal functionality suspended.

Hello, the casino has suspended my ability to make withdrawals. I won 13,000 PLN there and I can't withdraw it. I haven't had problems with withdrawals before. I need assistance..

Dear Pejss,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Total Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly were your withdrawals blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you contacted casino support and asked for an explanation? What response have you received? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I don't remember how long I have been their customer, probably 5 years. I reported the withdrawal on December 14, they blocked me on December 15. Only then I won PLN 5,000, but since the same time I have collected PLN 13,000. I played it on slot machines and not for a bonus, just my own money. Only before, when I paid out, they paid me normally without any problems.

Do I understand correctly your account has been verified?

Could you please send emails or other correspondence between you and the casino? My email is tomas@casino.guru

Dear Pejss,

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.

Yes, the account was already verified. I have normally withdrawn my winnings before

According to the email from the casino, additional verification of your bank accounts is required.

Have you submitted the bank statements the casino requested?

Have you received any response from the casino once you sent them?

As I wrote at the beginning, these accounts are not in my name.

I went over the complaint and that is new information to me.

Please understand that when playing in online casinos you can use only payment methods that belong to you exclusively.

check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

If the accounts you used for deposits weren't in your name, unfortunately we are unable to mediate successful resolution of your verification issue.

Please let me know if there are any circumstances I haven't considered, otherwise your complaint will be closed.

Dear Pejss,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.