Hello. How can a casino accuse me of using someone else’s documents because I don’t currently have a front facing camera so was unable to use the AI tool.
I have sent them passport, driving license. Proof of id. Bank statements and still they can’t show me proof because it doesn’t exist. They deleted my balance of £1000 aswell
May I just ask, please, what do you mean by this? The casino accused you of using someone's document?🤔
I don't see any mention of this in your complaint, so that is why I got somehow shocked by this information.
Our complaint team is already working on your case so I hope that there will be soon some movement regarding your verification.
If you have any updates for us, please let us know.
They randomly emailed me saying they have decided to nullify my winnings due to using someone else’s documents. I have asked for clarification on this but they won’t give me any information. I have since this sent them bank statements. Other forms of ID and another bank card I use for bills.
Just make sure that you inform your complaint resolver about every update regarding your case so it can move accordingly.🙏
Let's wait now to see how it will unfold and hope for the best.
Thank you. I know he is busy at the moment so I tried to send him everything so he could pass it over to the casino but it appears I will have to wait another 7 days for him to reply as that’s how long it took to reply the first time. I have emailed him all documents sent to the casino as well so he can investigate
Please be patient, as our resolvers have to deal with hundreds of complaints every day.
That is why we have implemented the timers, actually.
It’s an incredibly frustrating situation this. They have now approved my bank statement which shows my address. It’s the same address on my driving license, passport and utility bill I sent but yet again they are saying I have tried to use someone else’s ID. They want me to withdraw £39 which is the last deposit amount - 20% and they are confiscating the other £965 of winnings. How can companies make false accusations without repercussions
I would suggest you wait for your complaint resolver to get back to you and not do anything as of now.
They will investigate the matter and tell you what is best to do.
I understand. It’s been 9 days since I opened my complaint and the casino as just basically bullying me as an individual but if Casino Guru pass it straight on the casino it will be resolved quicker
Signed up for my bonus on a casino site,three deposits later still no bonus so won't be fallen for anymore ads on bonus startup as it's very off putting when the same venue even took my first ever free spins away,as I early in my first game on this so called sus site,in the name of spin wins,yes avoid 0 out of ten period.
I understand. It’s been 9 days since I opened my complaint and the casino as just basically bullying me as an individual but if Casino Guru pass it straight on the casino it will be resolved quicker
Hello,
Sorry to hear that. I'm sure your complaint will get into this stage eventually. Give it some time, please. Nick has to go through the whole case and the details first. Don't worry, your case will escalate.
Signed up for my bonus on a casino site,three deposits later still no bonus so won't be fallen for anymore ads on bonus startup as it's very off putting when the same venue even took my first ever free spins away,as I early in my first game on this so called sus site,in the name of spin wins,yes avoid 0 out of ten period.
Hello,
Thanks for sharing this with us. I imagie you asked them to explain the missing bonuses, am I correct?
How did they respond, please? In my opinion, supportive communication should work, especially under such circumstances.
I have also sent numerous email asking about were have the free spins gone just say good night Vienna to them spins,to we're they just seem to shrug it off,well good luck to anyone who gets a response,as this is now going into day after day no.reply,but I understand due to the loss I became to endure,so I know one thing,that is definitely not the way to treat customers,as it's put me very off .
I understand it’s frustrating that they are happy to take the deposits but refuse to pay out and then accuse me of things that are incorrect
I have also sent numerous email asking about were have the free spins gone just say good night Vienna to them spins,to we're they just seem to shrug it off,well good luck to anyone who gets a response,as this is now going into day after day no.reply,but I understand due to the loss I became to endure,so I know one thing,that is definitely not the way to treat customers,as it's put me very off .
I'm not surprised, it would also discourage me. So the casino didn't explain and answer why you didn't get your bonus? Did you try the live chat? How did you get the offer?
I understand it’s frustrating that they are happy to take the deposits but refuse to pay out and then accuse me of things that are incorrect
This is exactly why our team is investigating everything necessary to find out what the situation is and then they will contact the casino. I sympathize with you and I hope that the whole case will be resolved as soon as possible and especially that everything will be fair.
If anything changes, I will be here. 🙂
Thanks. The weirdest thing is they have said I am now verified with my bank statement showing deposits to them but still say they won’t give me my real balance of £1004 back
Did they also tell you why they don't want to pay you money if you are verified? 🤔
Nope. They have verified my bank statement showing payments but said I have used someone else’s ID. I don’t know what they mean as I have only provided my own
That's pretty weird. Then we'll have to wait for the complaint to be settled and see what the team finds out. I hope the casino will comment on this and we will know more what they mean.
I don't like it, but patience is important in this case. 😕
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