Casinoloots - Средства игроков были конфискованы.

I had made a deposit here already in January and played a little at the time. I deposited €80 at the time. I won a few tens and thought about withdrawing the money. Well then I had to do KYC and other identification stuff, which is quite normal. I did it a few times and I think I got it approved then. Well, I couldn't withdraw the money for some reason, and it wasn't a big deal to me so I decided to just try to withdraw it later. Well now months later, I remembered that I had a little over €100 left in my game account, so I decided to play it. Well now I got lucky and won over €1000. Of course, I went to try to withdraw the next day, where I received the following message a day later. (I'll attach it). So my funds had been removed from the account and they won't tell me the exact reason why, even though I try to ask. So they left the original amount I deposited in January in the account, but took over €1000.

Olin tehnyt talletuksen tänne jo Tammikuussa ja pelannut silloin vähän. Talletin silloin 80€. Voitin muutaman kympin ja ajattelin kotiuttaa rahat. No silloin piti tehdä KYC ja muut tunnistautumisjutut, jotka on ihan normaalia. Tein ne muutaman kerran ja taisin saada ne sitten hyväksytyksi. No en kuitenkaan sitten saanut kotiutettua rahoja jostakin syystä, eikä se ollut iso asia itelleni niin päätin sitten vain yrittää nostoa myöhemmin uudelleen. No nyt kuukausia myöhemmin, muistin että minulla oli hieman yli 100€ jäänyt pelitililleni, joten päätin pelata sen. No nyt mulla kävi sit tuuri ja voitin yli 1000€. Lähdin tietenkin heti seuraavana päivänä yrittämään kotiutusta, mistä sain päivää myöhemmin seuraavan viestin. (laitan sen liitteisiin). Minun varat tililtä oltiin siis poistettu eivätkä he suostu kertomaan tarkkaa syytä, että miksi, vaikka yritän kysyä. He siis jättivät tilille sen alkuperäisen summan minkä talletin tammikuussa, mutta veivät yli 1000€.

Important notice:

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If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you submit to the casino for the KYC verification, and when exactly did you submit your most recent document?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you accumulated your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.

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

Best regards

Veronika

Hello,

I sent my bank statement and a picture of my ID there and they were accepted according to Casinoloots.

I've never used any VPN or IP address changer so that can't be true.

And as far as I remember, I haven't even played with bonuses. So just with my own money that I've deposited.

Hei,

lähetin sinne tiliotteen sekä kuvan henkilötodistuksestani ja ne on hyväksytty Casinolootsin mukaan.

En ole ikinä käyttänyt mitään VPN:nää tai IP-osoitteen vaihtoa joten se ei voi pitää paikkaansa.

Enkä ole myöskään muistaakseni pelannut edes bonuksilla. Pelkästään siis ihan omalla rahalla mitä olen tallettanut.

Hello,

Can you help with this situation?

Hei,

osaatteko auttaa tämän tilanteen kanssa?

Thank you for your responses.

Before we proceed with the investigation, could you please specify which games you played in January and in June, prior to your account being blocked?

Did you contact the casino after receiving the email informing you about the closure of your account to request further clarification regarding the reason for the block? If so, kindly forward me all subsequent communication you had with the casino at [email protected].

I appreciate your time and cooperation.

Dear Roope2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.