Mansion - They don't give me my winnings

Ruling

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

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Player's Complaint

Good afternoon. 04.12.2020 I registered at the casino. 09.12.2020 I made a deposit and took advantage of the welcome bonus. After completing the wagering conditions, my balance was 1193.6 EUR, which I immediately put on withdrawal. And also uploaded documents to my account for verification. 10.12.2020 I received an email that I must provide proof of address. 14.12.2020 I have provided a bank statement. 17.12.2020 I asked the casino if they had checked my documents or not. On the same day, 3 hours after sending my document, I received an email that my withdrawal was rejected, since a week had passed after ordering the documents and they were not sent. This is not true, I sent everything that was requested from me! 18.12.2020 I sent another check for utilities just in case and received a reply confirmation that the check will take 72 hours, wait. 23.12.2020 I sent an email with a reminder that 72 hours have already passed, and I have not received a response. 25.12.2020 I once again wrote a letter that I am still waiting for a response from the casino! 29.12.2020 I receive an email with an additional order for documents, a selfie with an identity ID, a screen of the personal account of the payment system and I am asked to call some number so that they can call me back for verification by phone. 02.01.2021 I send all the requested documents and make a call to the specified number, but no one calls me back, I also specify this in the response letter to the casino. 07.01.2021 I am writing a letter to the casino again, as I do not receive any answers, please specify the time when we can talk on the phone! 16.01.2021 I receive a response from the casino, they again duplicate the request for documents for the third time and ask me to write to them in the chat when it is convenient for me to answer the phone call. On the same day, I respond to the email, attach the requested documents once again, and indicate in the email that due to the account blocking, I do not have access to the chat, I can not write to support for this reason. I want to note that all this time I do not have access to my account, since it is blocked, as well as I do not have access to the chat, because I do not have access to the account, I can not write to the operator for faster movement of my question! Today is already 22.01.2021, and I still haven't received any response! It seems to me that the casino simply intends to appropriate my funds for itself, otherwise I have no explanation why they answer so rarely and my question can not be solved for a month and a half. I ask you to help me collect my winnings, since I myself am powerless against an irresponsible casino, I really ask you for help! All correspondence with the casino I have, I can provide screenshots of all emails if necessary!

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