April 2021 PAB Summary

Issue summary: Player says they’ve been trying to submit a withdrawal request for 3 days but only receives an error message and the casino has become unresponsive.

Conclusion: Casino reports case resolved; player unresponsive.

Issue summary: According to the player: they played at casino for 30 days before discovering that US players were not accepted; when they contacted the casino to discuss the issue, their account was closed for breaking terms and a subsequent request for refund of deposit was ignored.

Conclusion: As it happens the player had been at this casino for some time, usually playing by VPN. It was only after a period of losses that they stopped VPNing, played for a bit, then claimed back all their previous losses. Case dismissed.

Issue summary: Player says casino will only pay them a fraction of withdrawal quoting Terms which the player claims “are very shady and poorly written”.

Conclusion: In progress.

Issue summary: Player says they are unable to access their account and no help has been offered.

Conclusion: The casino had changed licensing jurisdictions and the Terms changed, part of which was to now put the player in a restricted country. The player asked for compensation for their troubles but the casino was disinclined to accommodate that request. Case closed.

Issue summary: OP says that they requested a withdrawal but then their winnings were deleted after “error spins”.

Conclusion: A mutually satisfactory resolution was reached.

Issue summary: Player says casino has gone back and forth on available payment options (wire-transfer/bitcoin) but so far has reduced the amount of the payout and not yet paid in any form.

Conclusion: Player did not respond to us despite multiple attempts — case closed.

Issue summary: Player says they should not have been able to open an account as they are registered with Gamstop.

Conclusion: For GAMSTOP to properly function the player must use the same data when they register at the casino as when they registered with GAMSTOP. This player didn’t, so GAMSTOP failed.

Issue summary: Player refuses to comply with SoW but feels they should be paid their withdrawals.

Conclusion: We’ve pointed the player to the ADR information in the Terms and that was the last we heard from them

Issue summary: Player says they were unable to withdraw after using new bank-issued card and that the casino requested a particular document that their bank says doesn’t exist.

Conclusion: Player has been paid.

Issue summary: Player says winnings were confiscated and the casino claims they broke Terms.

Conclusion: Player took their issue to eCogra before submitting their PAB.

Issue summary: The player says that after a large win, their account was blocked and they have been trying to to get a response from the casino regarding their withdrawal request since July 2020.

Conclusion: Casino will not discuss the player’s issue so there’s nothing more we can do. Case closed.

Issue summary: Player’s documents were not accepted, then withdrawal requests were rejected, then player played away winnings.

Conclusion: Player admitted to playing away their balance. Their argument seems to be that the casino didn’t process their documents in a reasonable time therefor the player feels the losses are the casino’s fault. That’s a very difficult position to argue successfully. Update: the casino will not be offering compensation. Case closed.

Issue summary: Player says they can’t withdraw their winnings as their documents are not being accepted. Player also questions whether this casino should be accepting UK players as they do not appear to have an appropriate license.

Conclusion: The casino never replied to the player’s complaint. A Casinomeister Warning is forthcoming. Case closed.<

Issue summary: Player claims that despite having documents verified, there has been a series of difficulties in receiving their withdrawals (still not received) and now they cannot log in to their account and the casino has stopped responding.

Conclusion: Casino claims to be licensed in Curacao under 8048/JAZ but is not displaying the proper credentials. So far they have not responded to the player’s case. Casino will not respond. Case closed.

Issue summary: Player submitted this duplicate of a previous PAB, issue still not clear due to language barrier issues.

Conclusion: Player became rude and then unresponsive without clarifying the nature of the complaint. Case closed.

Issue summary: Due to language barrier, we were unable to understand the nature of the complaint.

Conclusion: Player did not respond to us — case closed.

Issue summary: Player says casino pointed to Terms and cancelled their winnings when they tried to withdraw.

Conclusion: Player has been paid in full.

Issue summary: Player claims that despite being given “explicit permission” to open separate accounts from the same IP, it was only when the player requested a withdrawal that the casino decided they had a problem and accounts were closed.

Conclusion: Player banned for PAB fraud — case closed.

Issue summary: Player says that two months after winning and requesting a withdrawal, they were locked out of their account and still haven’t been paid.

Conclusion: Case in progress.

Issue summary: Player says after winning a substantial amount and requesting a withdrawal, the casino first said they could only withdraw a certain amount at a time and when the player agreed to this, the casino then wiped their account completely and accused them of “abusing” their bets.

Conclusion: Turns out “abusing the bet” meant exceeding the Max Bet limit by one cent. Apparently that was enough to get the winnings voided and so forth. Casino said “sorry, can’t help” so it is what it is. Case closed.

Issue summary: Player feels that casino only had a problem with third party deposit when they tried to withdraw.

Conclusion: Player had violated the Terms, casino returned the deposits. Case closed.

Issue summary: Player says casino claiming payment provider at fault for missing withdrawal.

Conclusion: Case back in progress. Player lied to us, then asked casino to close their account and delete all their data. Case… closed.

Issue summary: Player says they have been waiting for 4 months for a withdrawal and have spent an enormous amount of time on the phone and sending emails.

Conclusion: Player stopped responding to us — case closed.

Issue summary: Player says they don’t understand why casino isn’t paying out as they’ve already had their documents verified.

Conclusion: Case in progress.

Issue summary: Player says casino not paying withdrawal and help desk not helpful.

Conclusion: Casino reports player: “cancelled [their] withdrawal and spent it”. Player has not responded to our repeated requests for confirmation. Case closed.

Issue summary: Player says they created duplicate accounts to get around self-exclusion and that they were only stopped when they tried to withdraw winnings.

Conclusion: Player says the issue has been resolved to their satisfaction.

Issue summary:Responsible gambling issue.

Conclusion: In progress.

Issue summary: Player says that they have not received payment from casino and have been receiving a variety of responses in the 4 months that they have been trying to resolve the issue.

Conclusion: Casino says the player has now been paid, player did not respond to our request for confirmation.

Issue summary: Player says that despite being verified, their account was blocked without any clear reason given.

Conclusion: Case in progress.