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Casino Room - Mistreatment

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Room Review.

Player's Complaint

I'm having an issue withdrawing a large win from Casino Room.

They fully allowed me to deposit via my revolut card. No issue or warning that it may not work. Fully allowed it.

I even then gambled the money and fully wagered it out to then be able to withdraw.

I was then told I couldn't withdraw to my card as it is a revolut card...I even went ahead and set up a Skrill account to withdraw the money and again I was blocked as it was against their Anti Money-Laundering rules as I had to withdraw to the same card I deposited from.

Which was still being blocked from happening. They even requested me to add a card from an Irish Bank so I could withdraw but this is literally breaking their own anti money-laundering rules!!!! They're the ones breaking the rules here as they allowed me to deposit and game with my revolut card and now al of a sudden since I've won I've been blocked from withdrawing.

The casino are entirely in the wrong here. I've followed their rules and I believe they should to

Read the casino review

4 Responses

User icon
thepogg
June 11, 2021

Hi ShamKid1! - welcome back.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the Ellmount Gaming Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Not all payment methods will be available for both deposit and withdrawals at all operators. It will depend on the 3rd party payment processing company that the operator uses.

With regard to the closed loop policy - Revolut is a bank transfer. Where Revolut is not available as a withdrawal option, another bank account would be the next appropriate option to maintain the integrity of the closed loop policy. Skrill is not a bank account.

Please provide the operator with an alternative bank account to process the withdrawal to and let us know when you have done so.

Thanks,

ThePOGG

User icon
thepogg
July 11, 2021

Hi ShamKid1!,

Have you provided an alternative bank account?

Thanks,

ThePOGG

User icon
thepogg
July 17, 2021

Hi ShamKid1!,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 25, 2021

Hi ShamKid1!,

If we haven't heard from you by Friday the 6th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

ShamKid1! consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Room
  • United Kingdom Gambling Commission
  • Curacao
  • Malta Gaming Authority
  • Ellmount Gaming Ltd

June 9, 2021

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