January 2021 PAB Summary
|Bet2U||Closed||Curaçao 8048 /JAZ||Non-payment||Issue summary: Player says casino will not allow them to withdraw their winnings and hasn’t responded to their emails.
Conclusion: After repeated attempts, we were unable to get a response out of this casino. We’ve flagged them for a Casinomeister Warning, case closed.
|BetMaster||Closed||Curaçao 1668/JAZ||Unknown||Issue summary: Awaiting clarification of issue.
Conclusion: Player did not respond to us so we have closed this PAB.
|Betfair||Closed||UKGC||Self-Exclusion||Issue summary: Self-exclusion issue.
Conclusion: Casino refused to discuss the issue, we had no choice but to close the case.
|Betfred||Closed||UKGC||Self-Exclusion||Issue summary: Self-exclusion issue.
Conclusion: Casino refused to discuss the player’s issue so there’s nothing more we can do. Case closed.
|Casumo||Resolved||UKGC||Source of Wealth||Issue summary: Player says they attempted to withdraw winnings and provided adequate SoW documentation but their account has been suspended while communication with the casino has broken down.
Conclusion: Casino has responded to us and the player, confirming payment.
|Crazy Star Casino||Closed||Curaçao – Unspecified||Self-Exclusion||Issue summary: Self-exclusion issue. Casino claims to be “licensed by Cerberlot N.V. in Curacao” but no valid license information is provided.
Conclusion: Casino never responded to this case. A Casinomeister Warning will be posted and the case was closed.
|Fortune Clock||Closed||None/Unspecified||Non-payment||Issue summary: Players in disagreement with casino over whether a payout has been made.
Conclusion: The casino reported that the player had been paid but the player was AWOL and never confirmed that. We’ll assume payment received and close it accordingly.
|Fortune Legends Casino||Closed||Malta (MGA)||Self-Exclusion||Issue summary: Player believes that the casino should have respected a self-exclusion request that was filed with EveryMatrix.
Conclusion: Casino denies that any self-exclusion information was available to them.
|Intertops.eu||Resolved||None/Unspecified||Non-payment||Issue summary: Player feels the casino has requested documents and delayed payment unnecessarily.
Conclusion: Player was paid in full.
|Ocean Breeze||Closed||None/Unspecified||Self-Exclusion||Issue summary: Self-exclusion issue. The casino is unlicensed and refuses to recognize self-exclusion requests.
Conclusion: The player started several cases at once, all self-exclusion for unlicensed casinos. Case dismissed.
|Planet 7 Casino||Resolved||None/Unspecified||Non-payment||Issue summary: Player says they requested a withdrawal and have submitted their documents but that casino is asking for a very long list of personal information — more than player feels they need and is comfortable giving.
Conclusion: Player was advised to contact the casino representative. Player has been paid.
|Posh||Resolved||None/Unspecified||Non-payment||Issue summary: Players says they have been waiting for weeks for a payment and that the casino merely advises “patience”.
Conclusion: Casino wouldn’t respond but player reported being paid, case closed.
|Prime Slots||Closed||UKGC||Self-Exclusion||Issue summary: Self-exclusion issue.
Conclusion: Casino unresponsive, we’ve flagged them for a Casinomeister Warning, case closed.
|Queen Vegas||Closed||UKGC||Other||Issue summary: Player says casino has not confirmed their documents and is not responding to emails regarding withdrawals.
Conclusion: PAB was in progress but the player reported that they’d reversed their withdrawals and lost it all. Case closed.
|Red Dog Casino||Closed||Curaçao – Unspecified||Other||Issue summary: Player says they are being offered a fraction of their withdrawal request via a different payment method and customer service is unresponsive.
Conclusion: The player was unavailable to respond to basic questions, case closed.
|Royal Oak Casino||Closed||None/Unspecified||Bonus||Issue summary: Player claims unaware of bonus added to their account and when they tried to complain regarding cancelled winnings, the casino accused them of being threatening and stopped responding.
Conclusion: The casino did not respond to the player’s complaint. Case closed and a Casinomeister Warning will be posted.
|Royal Oak Casino||Resolved||None/Unspecified||Non-payment||Issue summary: Player says that casino has “restricted” their account so that they cannot withdraw their winnings.
Conclusion: Casino agreed to full payment, case closed.
|Royal Panda Casino||Closed||Malta (MGA)||Non-payment||Issue summary: Player says that after a problem with a payment at their end five months ago, the money was returned to the casino and it still has not paid it out as promised.
Conclusion: Prior to the casino being taken over by the LeoVegas people there was a lot of back-and-forth that turned out to just be BS. LV looked into the case as saw that the withdrawal had failed due to payment processor issues, the funds were returned to the player’s account and the player had run the balance down to nothing. LV says that if the player wants to pursue their complaint they’ll have to take it to their designated ADR. Case closed.
|Slot10||Closed||None/Unspecified||Self-Exclusion||Issue summary: Player claims the casino ignored their self-exclusion request, allowed them to deposit and lose again. Player asks for a full refund.
Conclusion: In progress but this is an unlicensed casino, meaning there is nothing to require them to respect or honour the player’s self-exclusion request. Despite repeated attempts, the casino remained unresponsive. We’ve flagged this for a Casinomeister Warning, case closed.
|Sloty||Closed||UKGC||Non-payment||Issue summary: Player says that after a withdrawal request and submitting documents, the casino has locked them out of their account and stopped responding.
Conclusion: Player has not responded to us so we have had to close this case.
|Spela||Closed||UKGC||Non-payment||Issue summary: Player says that after a withdrawal request and submitting their documents, the casino has locked them out of their account and stopped responding.
Conclusion: Player did not respond to us so we have closed this case.
|Vegaz Casino||Closed||Curaçao 8048 /JAZ||TBD||Issue summary: Unclear.
Conclusion: Waiting for clarification from the player. No response despite repeated attempts — this case is closed.
|Verywell||Closed||None/Unspecified||Non-payment||Issue summary: Player claims they requested refund of deposit months ago and has still not received it.
Conclusion: Casino never responded to this case or others like it. A Casinomeister Warning was posted and the case was closed.
|Win monaco||Closed||Curaçao 8048 /JAZ||Other||Issue summary: After a win and a withdrawal attempt, the player was unable to log in to their account.
Conclusion: Casino non-responsive, flagged for a Casinomeister Warning, case closed.
PAB Status Explanation
- New: Default Status when a Complaint is opened
- InProgress: we’re working on the case.
- WaitingForResponse: the other party needs to reply to us before the case can proceed. In other words, the ball is in their court.
- OnHold: For whatever reason we have stopped work and nothing is happening for the time being. That may change at some point in the future.
- Resolved: Favorable to the User.
- Closed: User’s Complaint was not successful.
- Cancelled: Case was halted before a conclusion could be reached.