Casino Complaint Need advice 5000 withdraw has vanished

Charrw1

Registered
Joined
May 23, 2020
Location
Canada
Hi I've been a verified customer at a casinimeister credited casino for 3 years. I have made 11k worth of deposits through muchbetter app since dec 2019 and withdrew 2700 with no issues, but on may 7th I won 6k on a game set up the withdraw and they asked me for a different verification document every 24hrs for 8 days which i provided. As of may 7th the 3 deposits of 3000 1500 and 500 were pending until may may 17th or 18th were they have vanished. I've asked daily by email asking were the money went and been told they are waiting for answers and will get back to me which sounds like there trying to make this a fight so I give up and they can keep the funds. That was 3 days ago . Also There members of Malta and UK gaming commission and I know one of them states a casino cannot remove funds from players account unless the play is notified and if there is issues with the verification process the funds must remain in the players balance unit its resolved and the player is notified of the outcome. Which is not the case. So isn't this a breach of there gaming license rules. Any advice would be great, thanks.
Documents I gave them were bank statements, muchbetter account info and statements, photos of myself holding my ID, phone Bill's and letters.
I haven't mentioned the casinos name as I would like to go about this correct and in a calm matter before I start blaming them for theft fraud cheating breach of there own terms and conditions etc .
Thanks
 

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paul7388

Meister Member
MM
Joined
Jan 8, 2014
Location
glasgow scotland
First thing you should do is send the Rep for the casino a message and let them try and sort it for you. They were last online Tuesday but should be notified when you message them and should respond.

To reach the Rep click this @CasinoRoom

If you are unhappy with what the Rep has too say and feel they are treating you unfairly you can then raise a PAB and Maxd will look into it for you.
 

pereblue

CM Project Manager - SEO Genius
Staff member
Joined
Jul 22, 2016
Location
barcelona
Hi I've been a verified customer at a casinimeister credited casino for 3 years. I have made 11k worth of deposits through muchbetter app since dec 2019 and withdrew 2700 with no issues, but on may 7th I won 6k on a game set up the withdraw and they asked me for a different verification document every 24hrs for 8 days which i provided. As of may 7th the 3 deposits of 3000 1500 and 500 were pending until may may 17th or 18th were they have vanished. I've asked daily by email asking were the money went and been told they are waiting for answers and will get back to me which sounds like there trying to make this a fight so I give up and they can keep the funds. That was 3 days ago . Also There members of Malta and UK gaming commission and I know one of them states a casino cannot remove funds from players account unless the play is notified and if there is issues with the verification process the funds must remain in the players balance unit its resolved and the player is notified of the outcome. Which is not the case. So isn't this a breach of there gaming license rules. Any advice would be great, thanks.
Documents I gave them were bank statements, muchbetter account info and statements, photos of myself holding my ID, phone Bill's and letters.
I haven't mentioned the casinos name as I would like to go about this correct and in a calm matter before I start blaming them for theft fraud cheating breach of there own terms and conditions etc .
Thanks
Have you contacted with @CasinoRoom ?
 

Charrw1

Registered
Joined
May 23, 2020
Location
Canada
Yes I did but omar said that he has to deal with mgc and couldn't talk to me so and has to deal with mgc it's now been 5 days and nothing so I'll wait another week but I did win another 6k at another site it only took 6hrs to get verified and the withdraw was processed so any day it should be in my account. Make me mad cause I would have never wasted 11k at that site if I knew they would pull this
 

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