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Dear Hoabinh,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Was this your first withdrawal request in this casino or you’ve received payments before? Lastly, have you accumulated your winnings with or without active bonus?

Please understand, without verifying your account, you won’t be entitled for any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional comments from the player:

"The casino is cancelling my withdrawal request repeatedly, when i questioned them about it, at first they told me i need to wait about 3.5hours as the staff who is responsible for withdrawal process will only be available at 11:00am (GMT +7). After 3.5hours of waiting, i submitted a new withdrawal request of vnd 20millions (i got lucky & won 580millions vietnam dong which is about usd$20000). Again, the withdrawal request was cancelled by them without any reasons stated.

When i contact them via online chat, they told me that they need to check my bet records before they can release the payment to me. This is something puzzled me, why they need to check my bet history in order for them to pay me? never mind, i asked them how long they expect me to wait, they simply close the online support chat without any further explanation. They even ban me from contacting them thru their support chat system. they have listed a third party social chat app named Zalo (Vietnam social chat app) as one of optional way to contact them beside online support. I managed to reach them via Zalo, before i identify myself and purpose of contacting them, i made a general enquiry via Zalo regarding the withdrawal timeframe.

The support told me is within 2hrs but usually within minutes after submitting withdrawal request. i told the support i have made withdrawal request but it has not been done after 6hours and i was asked to provide my userid which i did. shortly after, the support close the chat.. i tried multiple times and they keep closing my chat and finally ban me from contacting them."

I just verify this time only. I have to send them photo of my id with me, My bank transfer to they are bank, my phone number. All I already send them

before this i have withdrawn with small amount about 700$

The money I used to win is money i send them to put in my account. Without active bonus

i told them i have been playing whole night without sleep till noon, i could not remembered exactly the details of my last 3 bets. i asked them is there any other questions beside this yet they insisted that i have to answer the question correctly to prove that i am the one who is gambling using the account not someone else. They insisted that someone else is playing my accounts. I questioned them back, if another person is playing my account, i could have simply ask the "person" and tell them. I also asked them for proof supporting their saying and also questioned them where did they stated this withdrawal requirement of remembering last 3 bets is required for any withdrawal. They remained silence over the call for a while until someone said 

again "you cant remember last 3 bets, so we cancel your verify ". They refused to accept any explanation and didnt provide any supporting proof of their accusation.

Thank you very much, Hoabinh, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Hoabinh.

Could you please clarify? You are a Vietnamese citizen, and you never had any Malay citizenship? Do you know anything more about this accusation from the casino, with a Malay person who claims that it was he who played?

i am Vietnamese. But i have boyfriend is Malaysia. The account is my account and i am the person who play this account.

Just because that day I don’t know how to find them to take the money i win. So i told my boyfriend and ask me to help me talk with Malaysia customer service to ask them to help. My boyfriend maybe he think say malay so malay will help. Won’t think they use that to be the reason no pay money for me. Please help me. I really thanks you so much

And they cannot proof is my boyfriend playing. They ask me until 1 question I don’t remember then say i am not a person who play this account. While i have more than half day to ask my boyfriend the question. Is just because they don’t want to pay and i do whatever i can do to get money

I spoke with the casino representatives via Skype. They stated that you failed to answer all the questions.

I asked them for some details, and now I am waiting for their reaction. I will let you know when I will get some new info.

Can you help me ask them they have write when withdraw have to remember everything? They asking me until the question i can not remember after 1 whole night waiting them reply.

But they ask me to send id, bank,.. all this is after i ask my boyfriend help me try to contact the big boss. Before my boyfriend talking to the Malaysia contact customer service the casino was blocked my phone IP address. Everybody can tell they just want find reasons to don’t pay money for me only

Please help me to take money i win from them, thanks you so much

And please believe me. THEY ASK ME MANY QUESTIONS AND I JUST DON’T REMEMBER ONLY 1 QUESTION IS MY LAST 3 BET LOST OR WIN 1 BY 1.

After a conversation with a player and casino, we decided that we need a help of regulator in this case.

This case is opened for an extremely long time, and we see no progress anymore.

The short story:

The casino blames the player but without the relevant proofs. We recommend the player to seek help from a licensing authority. We tried to contact the licensing authority but without success. We asked the casino to confirms the licensing authority, but it ended in a dead-end. 

Our position is pretty clear in this case:

The player should always be able to get help from a licensing authority. Here it looks like the casino is not willing to disclose any information about the licensing authority.

Therefore, we have no other choice but to classify this case as unresolved with the "uncertain case bad regulator" subclass.