Casino Extreme refuses to pay me my winnings

[88Hokk88]

Hello. Extreme casino refuses to pay me my honestly won winnings. I played a no deposit bonus for new players at this casino and ended up winning 100 euro. I sent my passport and a selfie with my passport for verification. Then I had a problem.

Yahoo blocked my mail after I started sending documents to this casino. I went to the online chat this casino and asked ,can I somehow link a new mail to my casino account. The specialist replied in the chat that I could do this and asked to send a selfie with a passport and a piece of paper with the name of the casino and the current date on it. I created a new mail for myself on another service and fulfilled their requirements.

The casino then asked me for another document and a selfie with it. I have fulfilled these requirements as well. After that, the casino began to write some kind of nonsense that I had not a Finnish, but a Russian IP address. I began to object to them about this. I checked my IP on many services, which clearly showed that I have a Finnish IP address and I sent them screenshots of these checks. After that, the casino stopped writing to me about this.

But the casino wrote to me that they would change my email, but cancel the winnings. After that, I was shocked. I asked the reason and they replied that my attempt to change the mail allegedly means that I indicated false data when registering. But I don't think so. After all, when registering, I indicated everything correctly and confirmed this data with documents. And I didn’t change my mail if it hadn’t been for an incomprehensible blocking from the side of the yahoo service. This is not my fault, and I explained this in my correspondence with the casino, but they refused to enter my position and understand my situation. After that, I was even more shocked.

This casino is clearly looking for many reasons not to pay me my fair winnings, so I am not advising anyone to play here.

Bryan wrote a full review of this casino right here.

 

[maxd]

Have you contacted their representative here at Casinomeister? They are @Casino Extreme . This should be your first step toward getting this resolved.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

 

[88Hokk88]

Have you contacted their representative here at Casinomeister? They are @Casino Extreme . This should be your first step toward getting this resolved.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

thank you

 

[Slotplayer83]

Ah another player winning on a non deposit bonus.. thats not supposed to happen.

 

[88Hokk88]

Have you contacted their representative here at Casinomeister? They are @Casino Extreme . This should be your first step toward getting this resolved.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

I wrote to the contact you indicated, but no one has answered me for a past week

 

[maxd]

I wrote to the contact you indicated, but no one has answered me for a past week

Ok, well, obviously not cool on their part. I'll PM them to drop by here to deal with your issue.

If they don't contact you within the next 24 hours then feel free to file a complaint with us here. Please don't skip the bit about reading the Player Arbitration Policies and Procedures.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

 

[Casino Extreme]

Hello. Extreme casino refuses to pay me my honestly won winnings. I played a no deposit bonus for new players at this casino and ended up winning 100 euro. I sent my passport and a selfie with my passport for verification. Then I had a problem.

Yahoo blocked my mail after I started sending documents to this casino. I went to the online chat this casino and asked ,can I somehow link a new mail to my casino account. The specialist replied in the chat that I could do this and asked to send a selfie with a passport and a piece of paper with the name of the casino and the current date on it. I created a new mail for myself on another service and fulfilled their requirements.

The casino then asked me for another document and a selfie with it. I have fulfilled these requirements as well. After that, the casino began to write some kind of nonsense that I had not a Finnish, but a Russian IP address. I began to object to them about this. I checked my IP on many services, which clearly showed that I have a Finnish IP address and I sent them screenshots of these checks. After that, the casino stopped writing to me about this.

But the casino wrote to me that they would change my email, but cancel the winnings. After that, I was shocked. I asked the reason and they replied that my attempt to change the mail allegedly means that I indicated false data when registering. But I don't think so. After all, when registering, I indicated everything correctly and confirmed this data with documents. And I didn’t change my mail if it hadn’t been for an incomprehensible blocking from the side of the yahoo service. This is not my fault, and I explained this in my correspondence with the casino, but they refused to enter my position and understand my situation. After that, I was even more shocked.

This casino is clearly looking for many reasons not to pay me my fair winnings, so I am not advising anyone to play here.

Hello sir.

There are a few reasons why we had to deduct your winnings. Once you sent selfie holding passport in order to verify your account, we have requested additional documents since required documents for account verification are front and back picture of your ID/Passport, utility bill in your name no older than 3 months and selfie holding ID.
Having that said, we have checked your account and noticed that your IP address matches Russia. However, we wanted to make an exception and verify your account, but you reported another issue with your email. Since this is against our Terms, we were not able to process your winnings. You registered from one email address, which means that you have to finish verification process using that email address. According to our Terms and Conditions: "You acknowledge that if any of the information that you provide to the Casino is untrue, your agreement with the Casino will be void, and you will be liable to the Casino for any damages and costs suffered as a result."
After that we were willing to verify your account, but winnings had to be voided.

We are sorry for any inconvenience caused. Those are terms we have to follow.

 

[L&L-Jan]

Jutro je

 

[spiker1977]

Its Monday @L&L-Jan, is it so bad start of week that you need to get drunk

 

[L&L-Jan]

Its Monday @L&L-Jan, is it so bad start of week that you need to get drunk

Its serbian for good morning...

Zlatan used it before...



I'm not Serbian btw, but Jelena can confirm.

 

[spiker1977]

Its serbian for good morning...

Zlatan used it before...



I'm not Serbian btw, but Jelena can confirm.

It's happy hour somewhere ...

 

[andyst1]

"You acknowledge that if any of the information that you provide to the Casino is untrue, your agreement with the Casino will be void, and you will be liable to the Casino for any damages and costs suffered as a result."

sounds like you're just being a bit shady. it doesn't make their email address untrue because they have a second one. theyve obviously had a problem with their email provider, and contacted your live chat to complete the verification from their secondary email. and since they started their verification on the email they gave you wouldnt that prove that they do own that email and it is "true"? i was under the impression that terms like that are to avoid players giving false names and addresses to have duplicate account/abuse bonus offers/avoid exlusions, not so casinos can withhold winnings after someone provides all verification theyve been asked for but have a problem out of their control

 

[X-Raided]

but you reported another issue with your email. Since this is against our Terms, we were not able to process your winnings. You registered from one email address, which means that you have to finish verification process using that email address. According to our Terms and Conditions: "You acknowledge that if any of the information that you provide to the Casino is untrue, your agreement with the Casino will be void, and you will be liable to the Casino for any damages and costs suffered as a result."
After that we were willing to verify your account, but winnings had to be voided.

Casino Extreme is getting way too comfortable with asking players so send in selfies holding up signs as of lately.

 

[Mark_BGO]

There must be more to this than meets the eye surely? Withholding winnings because an email changed? Was the new email already registered etc?

 

[X-Raided]

There must be more to this than meets the eye surely? Withholding winnings because an email changed? Was the new email already registered etc?

You'd think. This appears to be the situation in it's entirety. A slew of hoops for the player to jump through and in the end, the casino caught him on some absurd TOC technicality about wanting to change his email during "verification process". Most people have several email addresses, so Casino Extreme could understand the player's request and pay him the measly 100€ with the correct business mentality of the player possibly coming back and depositing in the future based off a good experience.

I've experienced this casino first hand and sympathize with the player because Casino Extreme can go to extreme measures to not pay out players.. besides having extremely low max cash-outs on freebies and having extremely tight slots.

 

[maxd]

FWIW a PAB from the OP has been received and is in progress.

 

[Casino Extreme]

Hi 88Hokk88,

I have to apologize first for keeping you wait.

The main problem was your IP address that didn't match your country and all according to the IP checker we were using. On top of it was you asking for an email change which raised further checks or not checks because it was a no deposit bonus used. In case of suspicions, we reserve the right to ask for further verification. The IP provider you have been using and the one that appears in Russia with our IP checker appears to be a Finland operator too and the person who did this part didn't know.

​

Not an excuse of course but it is what it is, could you please PM your reason for not being able to access your email and I will assist you further on this?

Apologies once again for any inconvenience caused and I am looking forward to hearing back from you.



KInd regards
Mikey
Casino Management

 

[Kroffe]

 

[88Hokk88]

Hi 88Hokk88,

I have to apologize first for keeping you wait.

The main problem was your IP address that didn't match your country and all according to the IP checker we were using. On top of it was you asking for an email change which raised further checks or not checks because it was a no deposit bonus used. In case of suspicions, we reserve the right to ask for further verification. The IP provider you have been using and the one that appears in Russia with our IP checker appears to be a Finland operator too and the person who did this part didn't know.

​

Not an excuse of course but it is what it is, could you please PM your reason for not being able to access your email and I will assist you further on this?

Apologies once again for any inconvenience caused and I am looking forward to hearing back from you.



KInd regards
Mikey
Casino Management

When I started sending you documents for verification, the Yahoo service blocked my email for some reason. Therefore, I wrote to your casino chat about changing your email and then I sent from new email the selfies you requested with passport and piece of paper. Regarding my IP, I also answered you and sent you screenshots of my IP checks, which clearly show that I have a Finnish IP

 

[Casino Extreme]

Hello 88Hokk88,

Thanks for replying, do you have anything from yahoo on what happened to your email? This is crucial because we have lots of cases when it comes to free bonus use.

If easier you can always PM me.

I am looking forward to hearing back from you.

Kind regards
Mikey
Casino Management

 

[88Hokk88]

Hello 88Hokk88,

Thanks for replying, do you have anything from yahoo on what happened to your email? This is crucial because we have lots of cases when it comes to free bonus use.

If easier you can always PM me.

I am looking forward to hearing back from you.

Kind regards
Mikey
Casino Management

no

 

[colinsunderland]

Surely if a PAB is ongoing, neither the rep nor the customer should be posting in the thread, nor should the rep be posting questions, which obviously the OP is going to respond to?
I get they are trying to help but once a PAB is submitted surely that should stop or it just undermines the process? @maxd

 

[janscasino]

Support@casinoextreme.com

Hello. Extreme casino refuses to pay me my honestly won winnings. I played a no deposit bonus for new players at this casino and ended up winning 100 euro. I sent my passport and a selfie with my passport for verification. Then I had a problem.

Yahoo blocked my mail after I started sending documents to this casino. I went to the online chat this casino and asked ,can I somehow link a new mail to my casino account. The specialist replied in the chat that I could do this and asked to send a selfie with a passport and a piece of paper with the name of the casino and the current date on it. I created a new mail for myself on another service and fulfilled their requirements.

The casino then asked me for another document and a selfie with it. I have fulfilled these requirements as well. After that, the casino began to write some kind of nonsense that I had not a Finnish, but a Russian IP address. I began to object to them about this. I checked my IP on many services, which clearly showed that I have a Finnish IP address and I sent them screenshots of these checks. After that, the casino stopped writing to me about this.

But the casino wrote to me that they would change my email, but cancel the winnings. After that, I was shocked. I asked the reason and they replied that my attempt to change the mail allegedly means that I indicated false data when registering. But I don't think so. After all, when registering, I indicated everything correctly and confirmed this data with documents. And I didn’t change my mail if it hadn’t been for an incomprehensible blocking from the side of the yahoo service. This is not my fault, and I explained this in my correspondence with the casino, but they refused to enter my position and understand my situation. After that, I was even more shocked.

This casino is clearly looking for many reasons not to pay me my fair winnings, so I am not advising anyone to play here.

 

[maxd]

Surely if a PAB is ongoing, neither the rep nor the customer should be posting in the thread, nor should the rep be posting questions, which obviously the OP is going to respond to?
I get they are trying to help but once a PAB is submitted surely that should stop or it just undermines the process? @maxd

Quite so, thanks for the heads-up. Looking into it now ...

 

[maxd]

Hi 88Hokk88,

I have to apologize first for keeping you wait.

...

@Casino Extreme , FYI: once a PAB is in progress on a player's issue the issue should then remain a private conversation between you, us and the player. Please see Player Arbitration Policies and Procedures for details.

If there is some compelling reason to return to the forums with it then you need to ask the player's permission to do so because they've basically taken it to private arbitration and you are disrespecting that by posting publicly. Running it by us before proceeding would also be the right move, and appreciated.