Casino Complaint Need advice 5000 withdraw has vanished

[Charrw1]

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

 

[paul7388]

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]

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]

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

 

[Charrw1]

So ot has been 4 weeks and no response from casinoroom . To just take the money and not even have the respect to explain to me why after I deposited 11k at there site in 2020 . And this is why canadians needs to have a gaming commission to protect us Canada players from off shore Shady casinos like casinoroom.

 

[chiya]

I would suggest to stop posting and submit a PAB instead. Make sure you read the rules in regards to that if you do submit one.

 

[Charrw1]

Done thank you so I'll wait another 2 weeks if this doesn't pan out does anyone know of any lawyers I can contact. I know it will probably eat the whole 5k to hire one but I actually lost 16000 as I would have played elsewhere if I knew they wouldn't pay me

 

[chiya]

Done thank you so I'll wait another 2 weeks if this doesn't pan out does anyone know of any lawyers I can contact. I know it will probably eat the whole 5k to hire one but I actually lost 16000 as I would have played elsewhere if I knew they wouldn't pay me

If you read the rules associated with PAB, you'd know to not post while your PAB is in progress. Best to stay calm, and wait patiently for the result from that before you do anything else. Especially if you involve legal action in this matter while PAB is ongoing, the PAB will instantly be forfeited.

 

[Charrw1]

I haven't

 

[Charrw1]

Thanks I'm doing 1 step at a time not hiring a lawyer untill pab is done and doesn't work out.

 

[Borgie]

Thanks I'm doing 1 step at a time not hiring a lawyer untill pab is done and doesn't work out.

You are still posting. You must stop or your PAB could get thrown out.

 

[Borgie]

@CasinoRoom not been on for nearly a month

 

[Harry_BKK]

Head of Casino at Ellmount Gaming/CasinoRoom:

Using her full name, you can find her also on Skype.

Head of Affiliate Program Ellmount Gaming:

 

[Charrw1]

I just wanted to update everyone on my situation. after I open the PAB Max was able to put some pressure on them and shockingly they sent me the money so I just want to thank Max and casinomeister for all their help thank you so much I figured with putting a complaint in with the malta gaming Commission not hearing anything from them for 2 months I wasn't going to see a dollar of it. But your guys proved me wrong.....
I definitely recommend if anybody's in the situation I was in to ask for help on this site and be very patient which was hard for me but it worked out in the end
Thanks to everyone who helped me out

 

[colinsunderland]

Glad you got paid ok

It's in cases like this where I think it would be useful for the details of what happened, be posted.

From reading the thread it looks like the casino tried to con the player out of 5k, then when they got caught, paid up.
I'm sure thats not the whole story, but thats how it reads.

 

[Playford7]

I echo col. any details would be great.
It also puts into good light how good a PAB can be.
Had a few doubters past few weeks regarding the PAB process and some transparency would put those clowns at rest.
Well done CM/max the team and congrats the OP!..