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I made a jackpot win of 32000, my account was immediately frozen and for about 11 days they have been looking for an excuse to reactivate, despite having sent all the necessary documentation. I do not recommend this site and beware of these scammers.

Ho effettuato una vincita jackpot di 32000, mi è stato subito congelato il conto e da circa 11 giorni cercano scuse per la riattivazione, nonostante abbia mandato tutta la documentazione necessaria.Sconsiglio questo sito e state attenti a questi truffatori.

Dear nino1053,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Let's say that I have had other very substantial winnings recently but nothing of that, they asked me for photos of the front and back of the cards with which I reloaded, photos of documents and certificate of residence. After that everything was ok until I made this win on November 2nd, my account was frozen and they asked me again for documents, payslips, employment contract and other documents that could prove my recent deposits which were very substantial, I also replied I was told that yesterday they had to reactivate my account, I contacted the assistance pointing out everything and they told me that the department needed to ask me other questions, yesterday I asked them by phone hoping for a reactivation in time short to be able to redeem your winnings.

Diciamo che ho avuto altre vincite di recente molto sostanziose però nulla di che, mi hanno chiesto foto fronte e retro delle carte con cui ricaricavo, foto documenti e certificato di residenza. Dopodiché tutto ok fin quando ho effettuato questa vincita il 2 novembre, il mio conto è stato congelato ed mi hanno nuovamente chiesto dei documenti, buste paghe, contratto lavoro e altri documenti che potevano dimostrare i miei recenti depositi che erano molto sostanziosi, ho anche risposto telefonicamente ad alcune domande.Mi era stato detto che ieri mi dovevano riattivare il conto, ho contattato l'assistenza facendo presente tutto e mi hanno detto che il dipartimento aveva bisogno di farmi altre domande, ieri le ho fatte telefonicamente sperando ad una riattivazione in tempi brevi per poter riscattare la vincita.

Hello nino1053,

Have there been any developments since our last conversation, please? 

They called me on Monday for more questions, telling me that they should unblock me today or in a few days. Honestly it's Thursday and still nothing. I think that after this week it would be better to proceed through legal channels.

Mi hanno chiamato lunedi per altre domande, dicendomi che in giornata oppure tra qualche giorno dovrebbero sbloccarmi. Sinceramente siamo giovedi ed ancora nulla. Penso che passata questa settimana converrebbe procedere per vie legali.

Hi, so basically everything is ok, the casino finally unblocked my account and I was able to withdraw the money. I apologize to casino.com for having doubts, honestly I was a little scared because it had never happened to me and the wait was very long and nerve-wracking. After all, everything is ok. 👍👍

Salve, allora in pratica tutto ok il casino finalmente mi ha sbloccato il conto e sono riuscito a mettere in prelievo i soldi. Mi scuso con il casino.com per aver dubitato, sinceramente ho avuto un po' di timore perché non mi era mai successo ed l'attesa è stata molto lunga e snervante. Del resto tutto ok. 👍👍

Awesome news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nino1053, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru