What Happened
A player says they passed the ID and face checks in minutes, but their first proof of address was turned down within hours with no reason. Support then asked for a phone or internet contract, and the player spent two days getting a stamped one, sending it on 23 or 24 April. For about two weeks after that, the player says, every message got the same reply that it was being reviewed, while $9,300 stayed frozen.
How It Developed
- Complaint opened. The player said they feared the account would be closed and the money kept.
- The player rejected the reason the casino had given, denied breaking any rule and asked for a detailed answer with proof.
- The mediator asked the casino for a detailed explanation, its evidence and the exact terms it says were broken.
- The casino said it had emailed its evidence to AskGamblers privately. The mediator later said it was still waiting for the casino's information, and the complaint is listed as unresolved.
Unresolved
The casino sent its evidence privately, and the page shows no ruling and no release of the $9,300.
What Has (and Hasn't) Helped
Nothing on the page settled it, and the casino's evidence was never shown in public. If a document check turns into a claim that you broke the rules, ask the mediator to get the casino's evidence and the exact clause, as happened here.