How to submit a complaint about an online casino

I have played at the casino in question several times, having little luck.

Given my gaming activity, the VIP Manager (Bella) appears via email offering me a 120% deposit bonus, with no withdrawal limits and with a maximum bet of €5. I accept this bonus and then proceed to complete the wagering. I ended up winning a sum of around €2000, which I increased with bets exceeding €5 (the wager had now ended) and reaching an amount of €3400. When I finally make the withdrawal, the winnings are confiscated and I am only refunded the initial deposit. According to them, I had broken the maximum bet rule, but this was only done after completing the rollover.

I'll explain the situation step by step.

1) I contact the VIP Manager to understand the reason for the confiscation, and he explains to me that I violated the rules on the maximum bet. However, it refers not to the bonus he offered me, but to an alleged LV 3 cashback bonus. I thought he was referring to an old cashback bonus where actually, thinking about it, I could have violated the maximum bet, but I didn't understand how it could be linked to the bonus offered to me by the VIP manager and which originated the winnings.

I then ask for explanations in chat, from a very kind agent, who explains the matter to me.

2) The chat agent explains to me that, while I was playing with my winnings (by now the wager was completed, so I was able to raise the bet), I received a cashback bonus (which I didn't notice!) credited automatically, and for this specific bonus I violated the max bet rule. I explain to him that I didn't really notice this bonus, and that it wasn't right that I was punished for a violation that wasn't done voluntarily.

The agent appears to be cooperative and invites me to send a transcript of the chat with him to my VIP manager, which he would also do with the department that deals with payment.

3) I then write to the VIP manager, who however continues to deny me the winnings, referring to the violation of the terms on the maximum bet. I explain to him that I didn't notice this automatically credited bonus, and that it's not right to confiscate all my winnings for an alleged violation made on a bonus that I didn't request (Could I ever risk €3000 in winnings for a €50 bonus? Impossible!). At this point the VIP manager claims that I would have also violated the 120% credited bonus, but I think it is an excuse invented to deny me the winnings at all costs (He had not previously mentioned this alleged violation). Too bad I can only see the last 50 transactions and can't prove it.

4) Next, I receive the same email in three different languages saying that I would receive my winnings but to pay attention to the terms of the bonus next time. So I rejoice and think it's all over. I ask the VIP manager for confirmation, who tells me that the email was sent by mistake.

Even an email in 3 different languages? I feel really cheated!

The email specifically says that it is possible to receive winnings even if you violate the rules. So why isn't I allowed this opportunity? I have made many deposits on their site, my losses far exceed my wins and I have never misbehaved. I feel so frustrated and treated unfairly.

Thank you for your help.

I it's duck lucky casino online and they are not allowing me to withdraw my money I couldn't find it in the list...l won $1,000 I've been trying to get my money from duck lucky casino online since March 4th they keep telling me that I don't have the correct pair of verification but when I actually get them to admit that I have sent in the correct verification from the correct email to the correct email then the next day they tell me they haven't got anything they will not allow me to withdraw my money that I won with my own money

I have a few different casinos that's all the same... I deposit to play and have not got my winnings that I wjn...they have excuses such as glitches..don't see my winnings.. won to much.. they have blocked me.. tried to bribe me .. all kinds off stuff... I have all screen shots of everything

They don't pay, I have 160 euros outstanding for 3 days, since I checked the account after 4 days, concluding it's been 1 week since I haven't received my winnings, they make excuses in the chat, Carlos and Anna, they always say the same thing

Hi

I applied the withdrawal but not complete over 3 days so I contacted to via mail. They asked me to documents verification. I sent documents after 3 days they blocked my account to said that following

At the same time, we inform you that in accordance with clause 9.7. Of the Site Usage Rules, the General Terms and Conditions section (hereinafter referred to as the Rules), if a bettor commits fraudulent actions against a betting company (multi-account, use of software to automate bets, play in arbitration situations, if the gaming account is not used to place bets, abuse of loyalty programs, etc.), the betting company reserves the right to prevent such fraudulent actions by canceling bets and closing the betting participant's gaming account.

Please contact the casino and asked evidence.

My account was blocked after I submit my documents to verification

I went to withdraw $500 from my winnings and they rejected it, they are refusing to give me a refund aswell

Thieves, they come up with any excuse to not let you withdraw your funds, i had 3.5k EUR and they were process my withdrawal request even though i completed my KYC. I ended up throwing all the money since they wont let me withdraw. Straight up scam

Already more then a week ago i deposited 200€ with a bonus , wagered it all , had about a 5k balance . Wanted to withdrawal 2k , it after days of not getting any notification or so I got ask to submit kyc info so I did . Days later no reply so I text again so they tell me passport is missing so I submit again . Still no notification about the withdrawal . Two days ago I canceled the withdrawal played more casino ended up on 22k balance and 2k withdrawing , that was to days ago , still no notification on that = never had such a bad live support / they never contacted me or could tell me anything about my withdrawal . Today I look if there are any updates on the withdrawal , nothing changed still pending , as If that was not enough , my balance of 22k is gone , live support can’t help as always , waiting on email support . This is the worst online casino I’ve ever experienced . I want this issue solved as fast as possible , not acceptable . If there were any problems with my withdrawal they could’ve contacted me but nothing, and then just erasing my balance of 22k with no info ? Seems like a scam

You guys are horrible should have all$10 sign i

Up registration minimum

Hello,

I deposited 100000 naira using transfer payment option to bc.game casino on 22 Nov 2023, funds got deducted from my bank account but didn't got credited to my casino account.

As per casino I raised complaint and waited for resolution, they reject it saying that merchant didn't received funds, they asked me to resubmit complaint by uploading latest bank statement showing that funds didn't got reversed back to my account. So I chatted their merchant support and they confirm to me the money was received at their end and they have credited bc game wallet and show me a receipt of the payment they received which corresponds

I am attaching below

1. The payment receipt I received from their merchant

2. successful transaction screenshot from my bank

3. BC.Game transaction screenshot, where submit complaint button comes but there is nothing there

4. Screenshot of their merchant on email

Hi

I did deposit with my Revolut accaount and lose tousend off euro and i win 1200 i try to withdraw evry time the money returned back on my casino account , i verification my account then try 5 more time to do withdraw but my withdraw was not approvod becouse i have revolut accaount , when i was asking if i can do withdraw on my swidish accaount i try to verification my swedish dokument they say they have 24/7 live support they dont answer , maybe once a day and its 7 days know i try to withdraw my money

Hi,

I have been waiting for withdrawal processing since 27.10.23

They have not responded to my email. Live chat say every week that the withdrawal will be processed in the next few days. Those are long days...

My complaint is not paying me my winnings of $1000.00. I submitted a withdrawal request on November 21 2023 and I still have not been paid out. I would appreciate any help or advice you can give me. Thank you , Paula Silk

on the page there is an exception for money within 36 hours. I have been waiting for my payment for the 4th day and I still haven't received it. The support keeps saying in the chat that he doesn't know when I will receive it. They do not respond to emails about this.