HomeComplaintsTotal Casino - Player's withdrawal functionality suspended.

Total Casino - Player's withdrawal functionality suspended.

Amount: 13,000 zł

Total Casino
Safety Index:Very high
Submitted: 07 Feb 2024 | Case closed : 25 Mar 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

8 months ago

The player from Poland, despite a history of successful withdrawals, was unable to withdraw his winnings of 13,000 PLN from the casino due to a suspension imposed on his withdrawal ability. Upon investigation, we discovered that the player had used bank accounts not in his name for transactions, which was against the casino's policy and international anti-money laundering regulations. The player failed to respond to further inquiries, leading us to reject the complaint.

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10 months ago
Translation

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..

Automatic translation:
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10 months ago

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


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10 months ago
Translation

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.

Automatic translation:
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10 months ago

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

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10 months ago

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.

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9 months ago
Translation

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 I have normally withdrawn my winnings before

Automatic translation:
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9 months ago

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?

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9 months ago
Translation

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

Automatic translation:
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9 months ago

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.

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9 months ago

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.

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8 months ago

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.

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