Tipsport Casino SK - Nalog igrača ostaje zatvoren nakon pobede.

I won an amount of 10,979 euros at the betting office. Subsequently, I wanted to withdraw the amount. Even though my bank account is verified, I was contacted by the betting office for payment verification. I didn't have the documents for verification with me at the time, and my account was blocked for this reason. I was then asked to verify at a branch, which I did, but the account is still blocked.

V stávkovej kancelárii som vyhral sumu 10 979 eur . Následne som si chcel dať sumu vyplatiť. Napriek tomu, že mám overený bankový účet bol som kontaktovaný zo stávkovej kancelárie pre overenie platby. Doklady pre overenie som zrovna nemal pri sebe a ´účet mi bol z tohto dôvodu zablokovaný. Následne som bol požiadaný o overenie na pobočke, ktoré som vykonal, ale účet sa stále nachádza v blokácii.

Hello Lubka123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tisport Casino SK. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you play casino games or sports betting?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

• Can you please advise me when your account is fully verified? 30.10.2024

• Have you played casino games or sports betting? Only odds bets

• Did you accumulate your winnings with real money or did you use a bonus? No bonus used

• When was the last time you spoke to the casino and what was it about? 20/12/2024. The betting company asked me for documents that I am not obliged to provide

• Můžete mi prosím poradit, od kdy je váš účet plně ověřen? 30.10.2024

• Hráli jste kasinové hry nebo sportovní sázení? Iba kurzové stávky

• Akumulovali jste své výhry se skutečnými penězi nebo jste použili bonus? Žiadny bonus nebol použitý

• Kdy jste naposledy mluvili s kasinem a o čem to bylo? 20.12.2024. Stávková spoločnosť odo mňa žiadala dokumenty, ktoré jej nie som povinný poskytnúť

Hello Lubka123,

What do you mean by "not obligate to provide"?

Do I understand it correctly that you have refused to provide documents for verification.

Awaiting your clarification.

Regards,

Nick

No, I did not refuse to provide documents for verification. My account is fully verified. The betting company is asking me for documents that are in no way related to verification.

Nie, neodmietol som poskytnúť dokumenty na overenie. Môj účet je plne verifikovaný. Stávková spoločnosť odo mňa žiada dokumenty, ktoré nijako nesúvisia s verifikáciou.

Hello Lubka123,

Can you please clarify what kind of documents?

If there is any communication between you and the casino related to this case, please forward it to nikolas.b@casino.guru for further review.

Regards,

Nick

I sent it to you.

Poslal som Vám ju.

Dear Lubka123,

According to the email forwarded by the casino, it appears that some information was hidden on the document you provided. As they require the full document for verification, you will need to submit it without any modifications or hidden details.

Please try resending the document in its complete format and let us know the outcome.

Best regards,

Nick

I sent the documents without the blacked out data, but the betting company hasn't written back to me yet.

Dokumenty som poslal bez začiernených údajov, ale stávková spoločnosť mi zatiaľ neodpísala.

Dear Lubka123,

As it might take a while for the casino review the documents, can you please advise if there's been any update since then?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Dear Lubka123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The betting office still hasn't written back to me.

Stávková kancelária mi stále neodpísala.

Thank you Lubka123 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick