Trickz Casino - Player's account was blocked.

This casino is reluctant and looks

like not willing to return or withdraw my money total of 5902€ from my gaming account. Originally less than 6 months ago in the beginning I passed the KYC/VOF process and I surely gamble only own money from my banking account. The origin is clearly my own salary or return of legal investments. The casino requested again the VOF process after gambling huge amount of money. I immediately submitted the required documents. They have now been reviewing 3 weeks the documents without updating the status. Finally, they blocked my gaming account based on the gaming addiction. This decision was solely made by the gaming company without consulting the customer. They might have right to decide so solely by themselves but I wonder how do they know how much money I can afford to gamble? I have tried to contact daily their customer service, compliance and security department. Only customer service department replies that the KYC/VOF is in process and compliance department has been in contact with me. The compliance team has only send three times automated message that my KYC /VOF is in process. The responsible departments have been quiet and not responding at all. This casino seems to allow gambling in their website as much as wanted but is not available and responding when there is a request to withdraw funding and they need to react. They let me to gamble 2 days thousands of euros without asking anything. This didn’t look very responsible controlling of gaming what they promise in their website. They are promising to process the KYC/VOF process in a days but this is a faulty statement. Now I am afraid that they might even confiscate my funds from my gambling account which they do not have right in any case or situation since I can not login into my gaming account anymore. I have been a customer to many gaming sites and

never experienced the service like this and keeping my funds without my will in their gaming account. Be careful with this TRICKZ casino! The hard part is that I live in Finland so I do not have any possibility legal wise to challenge them in my own country so I am in big trouble to loose my funds!

Dear pjkorhonen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Trickz 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 was your account blocked? Do I understand correctly the casino decided to block your account citing their suspicion of your gambling addiction? Have you been self-excluded due to this reason in any other online casino, to your knowledge?

Did the casino inform you about what will happen to your withdrawal request?

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

The matter was finally resolved. This matter can be closed.

Dear pjkorhonen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru