White Rabbit Casino - Player's withdrawal requests are repeatedly rejected.

Hello i been used that Casino from 1 weeks and i made deposit of 700Euro and i made some winning and after that i send my passport to be Verified and that has been verified..i requested a withdrawal of 200euro In Crypto i waiting for 24hours so after that they rejected without any reason so i contact live chat thay say me you need to send credit card picture for verify and selfie with card i send it to them and they verified and after that i see withdrawal in crypto not avaiable for me and i request a withdrawal via bank Sepa so i already wait for another 24hours and that rejected because they need bank statements i send it and they verified i try again withdrawal of 200euro in Bank Sepa and i Wait for another 24hours and today i see again rejected the reason for that its very stupid SEPA method does not work for this withdrawal...so im thinking that casino its like Scam or something like that please help me with that because i have Balance of 1500euro here

Dear nicolasvladimir, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Moreover, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please send me a screenshot of the payment methods you see when you attempt to submit a withdrawal request?

Have you contacted customer support to ask them about the best withdrawal method available for you?

Have all your documents been verified?

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

Best regards, 

Veronika

Hello Veronika yes please.... i have submited all documents before i request a withdrawal i send it my passport and they verified and after i request a withdrawl of 200euro in crypto methods and after 24hours they rejected i contacted live chat and Agent Alisa only avaiable in this chat and she told me please send credit card picture and also selfie with that card do not hide numbe r just ccv i made and they verified card and also selfie with card..and after account verified i resend again withdrawal of 200euro in crypto i wait for 24hours they rejected again withdrawal she said you need to send withdrawal in bank...okay i already upload my digital bank i have it Wise because she say only Sepa so i send bank statements with stamp and singature they verified i try withdrawal in sepa i put Iban again waiting for 24 hours after that i see again rejected i contacted again she said to me that methods its not possible in sepa withdrawal please use a card for withdrawal okayy... i re-submited in card withdrawal after 24hours again rejected in card.So i asked whats happpened now please she said techinal problems please re-submited agian in card....i made it again...after 24hours i see again rejected...they made it nervous for that i contact again ALISA agent in live chat whats happened again rejected she said to me the card refused to send money please can you use another card..okay i said i will try another card...they want again to verify that new card i send photo and selfie with that card..i re-submited in new card withdrawal in visa card they verified my card and again after 24hours waiting i see again rejected...so now whats she said again please re-submited again becasue something techinal problem....i made again in that card,again rejected,okay i contact again Alisa whats to do now in the card withdrawal its not possible i try it 4-5time that not success whats to do right now how to get my money...She said please try i again in that card you used first time,,,again rejected......

after that i said please contact the finance departments to active for my account to use withdrawal in crypto or skrill because when i try in first time i see avaiable withdrawal methods in crypto but after i try 2 time in crypto they removed for my account crypto withdrawal just leave Sepa and Card withdrawal methods....i contacted Alisa agent and i said i haved before withdrawal in Crypto also you can see i requested in first time withdrawal in crypto why they removed for my account she said that its not possible to remove only for one account i said yes this is only for me because also my friends have whiterabbitccasino account and they have active withdrawal methods in crypto...and after that she didnt reply to me anything just said wait for finance departments  to create new payment system to be configured..so this is scam becasue they have already in payment system crypto withdrawal...... here you have all screenshots

Please Casino.Guru reply fast as possible because that casino its very very very scam they dont want to answer in my quesetion please do it something contact them or contact License they have or something like that. i need help i have balance of 1500euro there!!!!!!!!!!

Thank you very much, nicolasvladimir, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear nicolasvladimir, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite White Rabbit Casino representative to join this conversation. 

Dear White Rabbit Casino, could you please provide more information about this case? 

Looking forward to your reply.

hello i received in email about that they closed my account because i try to withdrawal in to many cards ahaha because they cant withdrawal my money in that cards so they closed my account omgg...you can check all information from they......

Good afternoon,

 

In accordance with clause 5.3.1 of the AML Policy of Zeno Club B.V., implemented on the whiterabbit.casino platform, upon receiving a withdrawal request, the Company reserves the right to enable only those payment methods that the user has used for depositing funds (individually for each user).

As per clause 24.3 of the Terms & Conditions of the whiterabbit.casino platform, to deposit or withdraw funds from an account, the User (Player) is required to use only their own wallets, credit or debit cards, or accounts and must not use wallets, credit or debit cards, or accounts belonging to third parties. If a User (Player) requests a withdrawal to a credit or debit card, the withdrawal can only be processed to the same credit or debit card used for the deposit.

According to clause 2.1.3 of the Terms & Conditions of the whiterabbit.casino platform, the account holder's guarantee includes, among other things:

Not depositing funds obtained through criminal and/or other illegal activities.

Avoiding the use of cards issued in jurisdictions where gambling and betting are prohibited.

As stated in Section 2 of the AML Policy of Zeno Club B.V., implemented on the whiterabbit.casino platform, if any information provided by you is false, inaccurate, misleading, does not match your identity, or is otherwise incomplete, we reserve the right to immediately terminate your account and/or deny you access to our services, in addition to any other actions we may take.

During risk management procedures regarding your activity on the whiterabbit.casino platform, several discrepancies and prohibited actions were identified, including:

The geographical region of your confirmed residence address (New Zealand) does not match the region of issuance for your payment method (bank card issued in Australia).

You attempted to withdraw funds to a card registered in a restricted territory – Kosovo (a direct violation of clause 2.1.3 of the Terms & Conditions).

You attempted to withdraw funds via SEPA using incorrect (invalid) account details (a direct violation of Section 2 of the Company’s AML Policy).

These actions indicate suspicious activity on your part and present an increased risk to the Company as they violate AML standards and the Terms & Conditions.

As a result of these circumstances, we inform you that your account on the whiterabbit.casino platform has been blocked by the Company’s decision. Given that your actions on the platform do not appear to be aimed at legitimate gaming activity but instead indicate an attempt to launder funds by withdrawing to restricted territories and unverified account details, the Company has decided to annul any winnings.

However, the Company is prepared to resolve the matter of withdrawing your deposited funds from a verified bank card. Since the jurisdiction of the card's issuance does not allow for the transaction, the funds may be withdrawn using an alternative payment method, such as a cryptocurrency wallet.

To address the withdrawal of your deposit, we invite you to send an official letter to the Company’s email at support@whiterabbit.casino. The letter should include your full name, ID details, email address, and be signed by you. In the letter, please provide your request for the deposit withdrawal and the address of your cryptocurrency wallet for processing the withdrawal. The letter must be sent from the email address you registered with on the whiterabbit.casino platform.

 

Regards,

The WhiteRabbit.casino Team

so also they cannot refund my money to my cards so they want to use crypto for that i already send it one letter via word so yes i accept like this but they didnt respond me for that and i dont know how long i need to wait for that...

Hello,

We carefully monitor player activities on our platform. We previously contacted you via email to address the issue, but despite this, you have not provided the required information. We are reiterating it here.

Considering that your activities on the platform do not appear to be directed towards legitimate gaming activity and instead suggest attempts to withdraw funds to restricted territories and unverified accounts, the Company has decided to annul any winnings.

However, the Company is prepared to resolve the matter of withdrawing your deposited funds from a verified bank card. Since the jurisdiction of the card's issuance does not allow for the transaction, the funds may be withdrawn using an alternative method, such as a cryptocurrency wallet.

Deposit Withdrawal Instructions

We request you send an official letter to the Company's email at support@whiterabbit.casino containing the following details:

• Your full name
• ID document details
• The email address registered on the platform
• The address of your cryptocurrency wallet for processing the withdrawal
• The letter must be sent from the same email address used for registration on the whiterabbit.casino platform and must be signed by you.

If you have additional questions, please contact our support team.

Best regards,

The White Rabbit Casino Team

Hello yes i already upload that via PDF FILE ALSO NOW I SEND IT EMAIL REPLY WITH PDF FILE ALSO WITH WRITE EMAIL ABOUT THAT SO NOW IM WAITING YOU RESPONSE AND IM WAITING MY WITHDRAWAL TO THE CRYPTO..

Hello i recieved my email right now that deposited amount i received in crypto but i have something here why today they possible to send me in crypto deposited amount but the winning amount i have it 1500euro they cant send it to crypto after i try to many time in card but that not possible so after they closed my account they now possible to send it in crypto wallet so this is something big big scam because i contact to many time agent ALISA and i say please say to the finance team to send my money in crypto because you see also finance team see that in cards its not possible because i try 7-8 time but all rejected..so they say me we dont have in crypto withdrawal only cards And Sepa... This is very suspicious of you! I want clarification on this.

We have addressed this matter to you previously, and we will reiterate it once again. Your activity on the platform does not indicate legitimate gaming behavior but rather suggests attempts at money laundering by withdrawing to restricted territories and providing incorrect account details. The Company has therefore decided to annul all winnings.

Despite this, the Company has shown goodwill by returning your deposit amount. We strictly adhere to our rules and closely monitor players' gaming activities, taking firm action against any fraudulent behavior!

The deposit amount has been returned to the player. All explanations regarding the situation have been provided.

Hello yes i try different cards because in that card i deposited you rejected withdrawal because bank not proccesed i try 3-4 time in that card but all rejected and whats why i try different cards to see approved withdrawal but also that all rejected but why you didnt told me to use in crypto manualy by email because in website first time when i registred i see withdrawal in crypto and also first time i try to send via crypto but rejected because you need to verify my account and after my account verified you made closed withdrawal in crypto and you leave it only cards and Sepa.....so i was waiting 15 days why you didnt write me in emal please send me wallet address of crypto to send it by crypto because we try in cards but its not possible.......

so that i want to know and Also Agent Alisa She is a very useless agent, she doesn't help at all and she also only copy pastes messages and sends them 5-6 times. I asked her to contact you, telling her to send it to crypto, but she didn't write to you, she just said please wait, wait, wait.

Dear White Rabbit Casino,

thank you for your insights and cooperation on this case.

Dear nicolasvladimir, 

could you please confirm if you have received your funds?

Dear nicolasvladimir,

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.