Hi there, i have won a jackpot at LTC casino after playing lots of money and lost a lot. Last Friday i miracle happened as i have never won anything before but the casino blocked my account saying that they had to verify if i cheated saying that it is a standard procedure and the game provider has to check if the winning are legit which i appreciate and i have nothing to hide since ii have lost well over 10k before winning. Now it's five days they my account is blocked and every day they are telling me that they are waiting for the game provider to reply. How long it should take to verify a winning ? the casino paid some cashout pretty fast when i requested it, i want to believe they are honest but i am terrified they won't pay my jackpot winnings. I have a 1round 1500 Ltc to cash out but they blocked my account saying the game provider must check if that was legit.
Can someone advice me as every time i ask what is happening they say every day they are still waiting and to be patience. I have a screenshot of my winnings to prove it.
Thanks for your time.
Hello there and congratulation!
I'm afraid that nobody can give you the concrete answer you may hope for.
If they are waiting for the game provider's feedback maybe they do not know either. It's currently up to the game provider I'd say.
Keep asking frequently, be polite but persistent. Keep the communication up.
Share your progress so we can see if everything is alright.
It's quite complicated with the game providers. The casino usually sends them the case they need to investigate and then they wait for the provider's confirmation.
You can wait for a few weeks, I'd say the minimum is 2 weeks I'm afraid.
Hi there,
thanks for the reply.
i have contacted the game provider and they say they did the investigation and got back to the casino.
i contacted the casino to and explained that game provider confirmed so and they said that they didn't at first and they requested a proof of the email which i complied and provided the email via chat.
The chat operator than say that i have to be patience and wait for management to send me an email is two day now that they have received the verification and the chat operator said they need to do some more investigation.
I am 100% in good faith as i simply played a lot and i was just really lucky, and actually never won anything in my life before so i m not sure how all this work.
I have asked an email to contact management as my support emails are not answered, i really want to believe that this casino is legit but i do not understand why i can't be explained what other investigation is needed now. It is a crypto casino and i have follow all the T&c .
What do u think about that? i do not want to make any accusations but i find it very peculiar that management hasn't sent me a single email, even when my account was suspended as i had to contact the chat operator to know why my account was blocked.
Would't a casino sent u a notification of why the account was blocked and why?
Any suggestion and advice would be greatly appreciated as all i have been told constantly is be patience and wait for the email.
Thank you all for your time.
Best regards.
Boo
Hello,
since you have not submitted a complaint here, we are not in touch with the casino concerning this issue. So our help is very limited. If I could guess, I'd say your account has been closed due to further checks. They should contact you and keep you updated, however.
If you think may need any help, please feel free to submit your complaint here.
Hi there, thanks for your reply.
How long you think i should wait before submitting a complaint?
I really truly want to believe that they are acting in good faith, i never been in a situation like like that but i have reading plenty of horror stories about casinos not paying large sums of money.
Bets regards.
Hi there,
it's a tricky question.
I understand you won some huge sum now, it may be the reason for any additional checks.
I can imagine that not only the gaming history must be evaluated, but several departments also need to cooperate to proceed with the payment.
I'd ask them regularly and wait at least 1 week more.
This casino earned a good reputation even though it operates without a license. 🙂
Good morning,
thanks for your reply.
I totally get what you mean and that's why i wanted an advice, my only concern is why the management never email me that they were blocking my account for doing this checks and never replied to my email if it was all transparent.
The chat operator has been telling every day that i will receive an email and to be patience but refused to pass me direct email of management even-tough i explained that nobody replies to the support email provided in the site.
I do not want to think negatively but i feel the management could have at least email me with the standard procedure as i did win a big sum and they just block my account without even letting me know.
What are your thoughts?
I know it makes sense to contact the player whenever you close the account, just to keep the player informed. The problem is that many casinos simply do that and the only thing they keep repeating is that you need to wait. Considering they're waiting for the game provider, I'd send them 2 emails per week to remind yourself and then I'd submit a complaint after 3 weeks.
Hi there.
i have spoken with the game provider and they assured me they sent the infos last week , the chat operator first said they were then i provide them with a screenshot of the email from the game provider and he apologies for the misunderstanding but still he kept saying that i have to wait and when i asked why he refused to provide explanation and closes the chat.
I have open a complain in your site with the hope that you could speak with a manager on the site since the chat operator seems to be able to say only you have to wait and be patience.
I still hope the casino is honest and they will payout as i have spend a serious amount of money in this casino and respected all the rules given in the t&c .
Thanks for your help and truly hope u can help me further as the management completely ignores me .
Thanks again.
Best regards.
I just can't believe so many players say that customer support simply closes the chat when they talk to them. It just shows how bad this gambling environment is in terms of the customer support quality.
They are annoyed because the player ask them questions.
If they would pass a manager contact one wouldn't go in chat to be treated poorly.
What is most strange the management locked my account and never even email me to let me know why and the procedure when someone wins big.
I had to ask the chat operator why.
The chat operator simply says everyday: "wait and be patient", the moment i ask questions he cuts me off.
I really hope is not a scam site.
They are part of the DAMA NV group. They are big, running 40+ casinos. Just closing up and disappear is not an option for them. Be patient.😉And congratulations.
Thank you.
I truly hope you are right, i literally never win a dime in my life and this winning couldn't have come in a better time.
Fingers crossed.
Best regards.
I wish you all the best they seem a very good casino so I hope you get it and soon
This is a good site to look up who manages or owns Casinos. Or just typ who owns....... casino into Google. I recommend to look the owner up before join a new casino. ,😉
https://online.casinocity.com/ownership/dama-n-v/all/
Thanks for the infos, I have seen this casino in casino guru and it seems credible. What I don't get is the lack of communication from management to clients.
I just hope u are right and I'll get paid.
Have a lovely day.
Hi there, the screenhot speaksoud and clear, and the game provider did all the checks obviously the casino now will try to find any excuse umder earth to don't pay me?
VPN is highly suggested in the site.
Multiple emails are too, i do not have a screenshot right now but i do have it in my laptop at home and can share it later on.
Coinbase? I never had an issue with them before registering at your casino and i was honest and surprised enough yo ask u if your casinos could have been the cause as i had my account for years and nothing ever happened and i genuinely thought could have been why u ate running an unlicensed casino.
You do not have a deposit limits ot time limit for playing so 8f someone playes over and over is not an issue till u gain money anf the player looses but when the player wins the player has to go through investigation eventough rhe game provider ok the winning?
So where is your honesty ?
I truly want to believe you are honest anf pls spare me the bugs accusations as im.not that clever and if i was so clevet o wouldn't have spent so much money of my savings .
Players should be very careful and pay attention of this case outcome as there is not hope of winnings if the casino does not pay mine.
They are trying to make me sound like a criminal when i only trusted the casino, im not the one operatimg without a license or offerimg dubious t&c.
The casino reputation lies in the outcome of this case, I really hope Casino guru will make sure palyers are fairly warned if the casino dosent pay up.
2 weeks in plenty of time for investigation, i have not issue as I played honestly and i understand u might have dounts once i won as i honestly thought when i eas constantly losing that you casino was rigged too considering the amount if money i have deposited.
I did asked rhe chat operator to close my account and refused to close it and i kept playing trying to get my money back playing over and over.
I did win and now u can investigate how much u like but if u are honest prove the community i have give u bug im sure u won't be able to because I have not clue even what it is!!
Sad that casino like yours give crypto casino a bad name, you are burning your reputation right at the start not paying a players their winnings.
Please be honest and pay whats ought.
I'm just wondering, how long time have you been waiting so far?
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