Wins Royal Casino - Player's account suspension obstructs the withdrawal request.

Hello, so i found this casino on google they were giving some promotion for some slots that i like, i deposited about 50-100$ BTC not sure correct amount,i had only winings after that and i withdrawal  maybe about 4-5 times of 200$ and it was ok. after that i started sto stack money on account since i didnt want to withdrawal everyday, i had like 1500$ winnings and requested 500$ withdrawal. after about 15 days of waiting i sent them email to see what is going on. and this is responde.

https://prnt.sc/xGcVX7LTNASF

as in mail said, i never sent them my id and on account page i could see that my id vertification is completed, i guess they do that so you could deposite more money and get big wins and then lock you.

and its not problem for me to send id, its problem to who em i sending.... they are scam obviously and they didnt scam just me, they scammed alot people and they will still do it.

Today i wanted to see what is going on since they not responding to any email and i try to login on account and i see suspended.

https://prnt.sc/14cbAKXdDFMC

total amount on account was about 1500$ and thats like 1 and half month ago in btc, i would have almost duble that amount if they withdraw my money.

can someone at casinoguru help me out on this one, maybe for someone this is not alot money but frmo country that i came it kind alot.. Thanks Boris.

"I posted pictures link since i couldnt upload images here"

Dear helloport, 

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. 

Do I understand correctly that you have not sent any documents to the casino for verification purposes yet? Please keep in mind that to get your withdrawal approved, you need to send your ID, proof of address, income statement, and selfie with your ID card to the casino.

When was the last time you communicated with customer support regarding your problem?

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

i would send my documents thats not problem, but they stop responding after i ask how is my id card verfy if i never sent out one. now they suspended my account and i cant even login to see my balance or to upload my documents.

Has your account been suspended due to unfinished verification? Have you communicated with customer support to check if you can send your documents via email?

I have email them about why is my account suspended and what can i do to verfy my account and get my money, they never email me back..

Thank you very much, helloport, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi helloport,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Wins Royal Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for suspending the player's account? You also emailed him about verification of the provided ID, though the player claims he hasn't uploaded it. Can you please explain it?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi helloport, I've got information from the casino representative that the reason for suspending your account was that you were unable to finish KYC and there were some issues with the proof of funds documents. Unfortunately, I don't have any more information at this point. I'll contact the casino representative again to get more details.

Have you uploaded any documents for KYC before the casino suspended your account?

as i said they never responded to me and answering how my ID vertification is completed if i never sent my ID to them...also they never ask me for proof of funds documents, thats straight LIE. btw i already give up from that money i hope that 1500$ they stole from me they pay for medication for cancer. i posted here so all other ppl stay away from them, they are straight liers, scammers, and worst human being. Thats why i wont send any documents to those scumbags, since they are unable to responde how my id is verfy if i never sent my id.. that means whatever doc. i sent they will lie and ask for more.

Hi helloport, unfortunately, I haven't received any supporting evidence from the casino regarding your situation.

I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curacao Gaming (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia