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Praise Casino - Account closed after withdrawal

Ruling

Resolved - Both the submitting complainant and Praise Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Praise Casino Review.

Player's Complaint

Hello,

I didnt found the new casino of the N1 company praisecasino.

I deposited 2k and 1k euro. With my first deposit I couldnt wager my bonus. With the second deposit I reached the wager amount and I had 1990€ in my wallet. I wanted to withdrawal the money. So I uploaded my ID, proof of Adress, documents to show the deposit and my salary statement.

First my id was accepted and then declined. So I had to upload my id as a Foto and not pdf. I did and it was accepted. One day later I received an email:

Dear Friend,

For additional verification of your account, we would ask to upload the following documents into your profile (Documents tab):

- selfie with ID

- a document (or number of documents), that shows the transfer of the funds you've deposited into our Casino. It depends on the payment system used and can be a statement from the bank account / e-wallet for the last 3 months.

- a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.

Thank you for understanding and patience!

Best regards,

Praise Casino Support Team

I wanted to log in into my account, cause I have to upload the documents

„ For additional verification of your account, we would ask to upload the following documents into your profile (Documents tab)“

It wasnt possible to log in. I contacting the support and he told me, I had to clear my cache and so on. It doesn’t helped. After I contacting the next employeer, he told me same things. After i told him the fact, i did it all ready, he releazied that my Account ist closed. He doesn’t told me the reason only „ By the administration decision“ and „ Kindly ask you yo keep contact us later about this issue“.

Now, I have reply the mail with the documents, and again my id but this time as a selfie. Today i reached the mail:

Dear Friend,

For additional verification of your account, we would ask to upload the following documents into your profile (Documents tab):

- a document (or number of documents), that shows the transfer of the funds you've deposited into our Casino. It depends on the payment system used and can be a statement from the bank account / e-wallet for the last 3 months.

- a document (or number of documents), that shows the origin of the funds used for depositing in our casino, for example salary statement, proof of business ownership, selling a property, an inheritance payment or a divorce settlement, etc.

Thank you for understanding and patience!

Best regards,

Support Team

Ohh, after three times of my ID, they know me know on pdf, picture and selfie... still they want the other documents. No information about, what were wrong with the documents which i sent yesterday. So I sent them the documents again as pictures and not as pdf or screenshot. Maybe they need the documents with a selfie of me, I don’t know.

No one is talking with me correctly, so I know what exactly they want. In there terms stay i have to upload screenshots and in other terms that screenshots not allowed.

It isn’t my first time I played in OC and I played in N1 as well. In N1 im fully verificated and i had never problems. I don’t get it, because it’s the same company.

Anyway sorry for my English and the long text.

Withdrawal amount: 1990

Date: 01.04.2021

Casino: praisecasino

Maybe its an april joke, but one of the baddest.

Read the casino review

5 Responses

User icon
ThePOGG
April 4, 2021

Hi dikli89 - welcome to ThePOGG.com!

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 N1 Interactive 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
April 18, 2021

Hi dikli89,

The operator informs us you have been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
ThePOGG
April 25, 2021

Hi dikli89,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
Dikli89
April 25, 2021

Hey ThePOGG,

Sorry, i forgot to answer.

Yes, the operator had been paid the withdrawal, but still, they dont giev me any answer about the reason. Anyway, thank u for your service.

User icon
thepogg
May 1, 2021

Hi Dikli89,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

Dikli89 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:

  • N1
  • Curacao eGaming
  • N1 Interactive Ltd

April 4, 2021

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