Hi all, casinomeister ruled against me and I am really shocked. I think it´s completely ridiculous but I will post the full details here so people can be the judge and advise me on the next step in claiming my winnings.
I played at this casino last year and won a small amount in May. I submitted documents and they verified my account. I used Neteller to deposit and they paid my small win to Neteller.
The problem was in June when I had another win, this one much larger for 8000 plus.
This time the casino refused to pay me by Neteller and instead said they would only pay by bank transfer. They asked for all kinds of documents which I provided as best I could.
Then they just disappeared and never replied to me again.
Casinomeister denied my claims saying "The casino has specific rules regarding the times within which you are expected to reply to KYC requests. On at least two occasions you did not fulfill those requirements and as such the casino is fully justified to take the decision they did against you. "
I asked what are these requirements that I did not fulfill but I have not got a reply,
I looked at their website to see what these rules are and the only thing I found was this clause:
"All withdrawals are subject to audit before being processed. At our request the Player will provide us sufficient documentation to prove their identity. This may include copies of government issued photo ID, recent utility bills, credit cards, a signed purchase history and/or other appropriate or notarized documentation. If the Player fails to provide this within 30 days from our request, the account may be closed and any balances void."
Maybe this is why the casinomeister asked me to provide a timeline of the dispute. Here I will post the full timeline.
June 26: Won and withdrew
June 29: I send follow up email because I have not received my payout and have no communication.
July 1 (approximately): I send offline message. No chat available.
July 4: They respond and ask me for "bank details."
July 6: I ask them to send to my Neteller because I used it for deposit.
July 6: They say they only can send wire.
July 12: I send full bank details.
July 12: They now request that I submit a verification form with the bank details.
July 18: I email them the completed verification form.
July 20: No response, I resend bank verification form along with ID and bill even though these were not requested from them and that I had already sent this back in April.
July 20: Now they respond confirming they have received.
July 27: I send follow up email because my wire has still not been received and no communication from them. I ask them "Are the documents verified?"
July 27: They say: "Yes, I can confirm that your account is now verified."
July 27: They send another email asking for a bank statement.
August 2: I send a document from my bank showing my name, account number, etc.
August 2: They reject it saying it's not a bank statement.
August 5: I tell them that my bank does not issue bank statements but send another document which is an official certificate from y bank stating that the account number I gave them previously belongs to me. Also showing my IBAN, SWIFT.
August 5: They simply say "it is not sufficient."
August 9: Again, I tell them that my bank does not issue statements and ask them what would be sufficient for them to send my wire. I tell them that I sent 2 documents showing I am the owner of the bank account.
August 9: They say "You have not sent any document from the bank showing this (ownership of the account)." They say I can get a bank statement online.
August 12: I tell them that there are no online statements for me to download. I resend the 2 previous bank documents showing ownership of the account.
August 15: They say they want bank statement.
August 16: I repeat that my bank does not have statements.
August 16: They say they want bank statement.
August 16: I tell them I went to my bank and asked for original statement and the bank said they do not have. Instead the bank personnel issues me a new document which is stamped and shows I am the owner of the account. I send this new document.
August 19: No response. I follow up email.
August 23: No response. I send another follow up email.
August 25: No response. I pay 2 EUR at the machine for an "Extracto" which is a history of recent transactions showing also my name, account number, etc.
I send many more emails and never receive another response from them until I make the post in your website.
Of course in my opinion this is a ridiculous decision.
One, the casino had already verified my account.
Two, the casino refused to pay me via my deposit method.
Three, the casino continually asked for more documents once I had provided what they asked for.
Four, they refuse to accept documents that I have used before to receive bank transfers.
Five, they disappear without even telling me anything.
Six, they unilaterally say I lose my winnings because of "some requirement" which they do not even bother to tell me what it is.
I'm certainly not done appealing this. Which other steps can I take to pressure them to pay my winnings?
Thanks. Believe it or not I'm actually seeing people around Edinburgh wearing those sweaters, minus Spock's robots of course. That would be too much to hope for. 
