ChalkWins Casino - Средства игрока были неожиданно заморожены.

I initially made a deposit of €25 (+ bonus) to the casino. I rolled it over normally, and was ready to withdraw my winnings (€600).

First I had problems with user verification, and I checked with live support that everything was correct. When all the files were finally approved, and the username was verified, I made a withdrawal request of '€601.16'. I assumed everything was ok, and a couple of days later I deposited again at the casino and started playing.

Then first the casino returns my balance, and suggests that they do not have the necessary documents. Together with the live support we checked that the new file is correct and sufficient, and I added it to the website. After this, an hour later I get a message from the casino saying that they have frozen my balance, citing a) VPN use, b) forged documents, or c) other illegal activity.

I asked the casino via email why this was happening, and all they replied was that the decision was final and they were not going to do anything about it.

Since I don't use a VPN, and all the documents I've given them are from official Finnish sources, this sounds like fraud on their part and I need help!

Attached are the emails I received from them.

Tein alunperin kasinolle talletuksen 25€ (+ bonus). Kierrätin normaalisti läpi, ja olin valmis nostamaan voitot (600€). 

Ensiksi minulla oli ongelmia käyttäjän verifikoinnin kanssa, ja varmistelin live-supportin kanssa, että kaikki on oikein. Kun kaikki tiedostot oli vihdoin hyväksytty, ja käyttäjätunnus verifikoitu tein nostopyynnön '601,16€'. Oletin, että kaikki on ok, ja pari päivää myöhemmin talletin kasinolle uudestaan ja aloin pelaamaan. 

Sitten ensiksi kasino palauttaa minulle saldon, ja viittaa, että heillä ei olisi tarvittavia dokumentteja. Live-supportin kanssa katsoimme yhdessä läpi, että uusi tiedosto on oikea, ja riittävä, ja lisäsin sivuille. Tämän jälkeen saan tunnin päästä viestin kasinolta viestin, että he ovat jäädyttäneet saldoni, vedoten a) VPN käyttöön, b) väärennettyihin dokumentteihin, tai c) muuhun laittomaan toimintaan.

Kysyin casinolta sähköpostitse, mistä tämä johtuu, ja ainut mitä he vastasivat oli, että päätös on lopullinen, eivätkä he aio tehdä asian eteen mitään.

Koska en käytä VPNää, ja kaikki dokumentit jotka olen heille antanut, on virallisilta suomalaisilta tahoilta, tämä kuulostaa petokselta heidän suunnastaan ja tarvisin apua!

Liitettynä mukaan heiltä saamani sähköpostit.

Dear huijattuolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Was this your first deposit?

Could you specify the bonus?

Has the casino provided any further explanation regarding the IP address since your last communication with them?

Can you confirm that you have not made any attempts to disguise or interfere with your IP address in any way?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hey!

Thank you for quick reply!

It was already my second deposit, but I didn't win from my first one so no previous withdrawals. This bonus was their own (2nd) welcome bonus. I think 110% bonus on top of my 25€ deposit.

I haven't used anything to interfere my IP address, played straight through my Wi-Fi router, from 2 different locations.

I asked the casino for explanation or something supporting their 'evidence', but they haven't answered anything to it.

Hey,

Have you had time to go through this, any updates? I asked the casino to send me anything supporting their actions last Friday, but they haven't answered. So I'm pretty sure they don't have any reasonable evidence or case here.

Dear huijattuolo, have you received any response from the casino regarding the further explanation?

Did you only play casino games or bet on sports too?

Hello,

I still haven't received any further clarification. I haven't played any betting at the casino.

Hei,

En ole vieläkään saanut lisäselvitystä. En ole pelannut kasinolla vedonlyöntiä.

Dear huijattuolo, have you had any updates from the casino since your last message?

The casino has stopped communicating.

Kasino on lopettanut yhteydenpidon.

Dear huijattuolo, please provide all relevant communication you have had with the casino. Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thanks! Just sent all the files through e-mail! 🙂

Thank you very much, huijattuolo, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you so much Dominika, hope we find a solution with Peter and the casino! 🙂

Hello there,

Thank you huijattuolo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ChalkWins Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hey Peter,

To clarify - the account isn't blocked, but the balance I tried to withdraw was removed.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi huijattuolo,

I wanted to inform you that since Peter, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Peter possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated. Thank you for your understanding and continued patience.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (link) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter