XL Casino - Player's large withdrawal is blocked due to account suspension.

Hello,

the last two days I deposited 1,900£ and withdrawn winnings of 17,900£. The casino safer gambling team sent me an email saying they suspended my account and didnt process my withdrawal. Can you please help?

Dear PlayerMA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

Hello,

many thanks for your help.

1. yes, the account was activated yesterday
2. without bonus

Here is a screenshot of deposits and withdrawal

• Can you kindly send the email you received from the casino's safer gambling team to petronela.k@casino.guru?
• Have you previously requested self-exclusion from any other online casino?

Thank you.

Just sent the email.

i did self exclude on Amber spins

H PlayerMA,

I observe that both of the mentioned casinos hold a UKGC license. If you previously self-excluded from Amber Spins Casino, it seems XL Casino was within its rights to suspend your account.

• Could you please confirm whether your self-exclusion from the previous casino was related to a gambling problem?
• Additionally, has the refund of your deposited funds been initiated already?

Thank you.

Hi, no not a gambling problem and the t&cs on xl casino dont mention anything about not giving me my winnings. Legally im in the right

I want my winnings of 17.9k which they legally owe me

Also can you please anonymous ie my user name? Thanks

Hi,

I've updated your login to PlayerMA as per your request.

• Given that both mentioned casinos are licensed by the UKGC, could you confirm whether you are also registered with GAMSTOP?

Thank you.

Dear PlayerMA,

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.

No

Thank you very much, PlayerMA, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 PlayerMA,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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 team,

just to put a quick update, the casino updated their t&cs after my compaint to add a line about self exclusion from sister sites which wasnt there before. Hope this proves that i am in the right here

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear PlayerMA,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru