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Long story short, I made a 50 Euro deposit via paysafecard. Played only sports betting, and over a period of a month or two managed to somehow win up to 351.3 euro on my real balance. I never used any bonuses. Turned my deposit over 10x for sure, even more than 30x I believe, so no suspicion could be there.

Before even placing bets they had the verification available in the account with Sumsub, a reliable source that confirms Identity verification and proof of residency. I did that right after making a deposit.

So then I had won up to 351.3 eur, and decided that I would like to withdraw my funds.

My withdrawal was rejected immediately, with a comment that "You have to undergo an additional verification". As a part of this procedure they asked for my Identity document, which initially was weird since I had my Identity confirmed using their Sumsub extension.

I started asking them, if I had previously tried to verify my account with sumsub, and can they confirm that the verification was successful. They refused to respond to these upfront questions. And one of the email responses looked like this (im pasting the response) "Without providing the requested files any further actions are impossible. All further messages from you will be ignored". WHAT? How can you respond like that to a customer? It was a relevant question and I had right to understand why don't they use my sumsub verification for such purposes.

Okay, whatever, lets move on with this verification... I sent them both sides of my ID card.

Then they asked me for my Paysafe verification - I sent them screenshots and screen recordings of my pay safe app which would clearly prove that the transaction (deposit) was made from an account under my name.

Then they asked me for a selfie with my ID card and also computer with the email conversation between us near my face - I did provide that as well.

Then they asked me my relation to a person I don't know - I specified that I don't know who that person is.

Then they asked me for a document like utility bill or bank statement where my full name with address would be visible - I provided a bank statement where address and my full name are visible, however, I had excluded transactions and balances to be shown upon generation of the document from the internet bank. They told me that the document is not "original".

I then provided a full screen recording where I generated the document on camera. And they stopped responding.

I asked multiple times what is needed for me to verify my account since May 2, 2026, but I have got no response.

Then I sent a new email, asking what specifically is needed for me to verify my account, also attaching the Bank Statement with my recent outgoing transaction visible, so that it looks less likely to not be an original document.

They have not responded to that email.

I think this is not acceptable for a casino to treat their users like that.

I have also attached email conversation with the security department(where I excluded pages containing sensitive info excluded), which seem to be very unprofessional and "we accept deposits but withdrawals are unacceptable".

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have the casino representatives explicitly stated the reason why your verification could not be completed, or did they only continue requesting additional documents?
• Could you please confirm the exact date when you submitted the last requested document to the casino? Which document was it?
• Are there any documents in your account that are still pending verification?
• Am I correct in understanding that you made only one deposit into this casino?
• Have you attempted to contact the casino through live chat or any other communication channel besides email? If yes, what was their response?
• Could you also confirm whether the withdrawal amount of €351.30 is still visible in your casino balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika