Hello, I understand you are angry, but please do not be impolite.
Instead, try to explain what actually happened. If I may offer a word of advice, do not share your casino login on a public forum.
I'll be here if you are interested in constructive talking.
Hi, thank you for your response and I appreciate you taking the time to reply.
I apologize if my previous message sounded angry. I have been playing at this casino for about 4 years, and until recently it was one of the best and most trusted crypto casinos in my experience, especially because it operated without KYC requirements.
However, recently something very concerning happened. Without any prior notice to players, the casino suddenly changed its policy and started demanding KYC verification. At the same time, they added a gambling license to the website that appears to expire within two days.
This happened when I attempted to withdraw $36,128.
Despite the fact that no other casino has ever required such documents from me, I still complied and submitted all the documents requested. Support also warned me that I had only 24 hours to provide them.
A few hours later I was told that a decision would be made within 72 hours.
After 72 hours - no response.
After 7 days - still no response.
Support is no longer responding to my messages and some of the replies I received were rude and unprofessional. It feels like they are intentionally trying to provoke players so they can justify blocking accounts. From what I have seen in other reviews, this seems to have happened to many players before.
At one point I even asked support directly if this situation was a scam, and the reply I received was: "Do you want it to be a scam?" - which sounded more like a threat than a professional answer.
At this stage I unfortunately feel that my funds are being withheld intentionally. The balance is still visible in my account, but I cannot withdraw it.
I have full documentation of everything - screenshots, chat logs, and recordings - and I am willing to share them if necessary.
According to Trustpilot reviews, about 90% of the complaints describe very similar situations.
I am not here to be rude. I am here to explain what happened and warn other players.
Thank you for taking the time to read this.
Hello, I respect your experience and thank you for sharing the whole matter with us.
You know casinos need to perform KYC, because it's a legal requirement for acquiring the license, so for me it makes sense that this step was taken and the casino decided to perform KYC. On the other hand, I get that it was the best thing you appreciated... So, hey, I feel you.
When it comes to overall support and its unsupportiveness, no wonder you are frustrated. No one has been contradicting your version and once again, I respect that. Casinos should take good care of their customers. No excuses.
I truly hope the complaint team will help you resolve this.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
Du blir snart omdirigerad till casinots webbplats. Vänligen vänta. Om du använder en annonsblockerare, kontrollera dess inställningar.
