CAMPEONBET, EvoBet, Svenbet Casino, CampeonUK, Evoreels, Svenreels, Svenplay, Sons Of Slots, Lapilanders, Casino Support and Complaints Thread

Is there any update? It is really taking a while especially when i have sent proof theres no vpn  also withdrawal pending since jan 26. I asked and they dont know when they will release my funds. Not fair.

Hello Ewebgiant12,

No, we still don't have an update from the Casino Representative. We've sent them another reminder email.

Thanks. It seems to me the casino is evading and trying to delay payment even from the beginning citing nonsensical violations. Now that i have publicized proof of no vpn and even when their support claims i can withdraw they have delayed payment more than 2 weeks now from when i was verified for the second time. They always say to wait without giving a specific time frame. They have no reason to delay this further. We all have families to feed and they are not a bank to withold money for that long.

Hello Ewebgiant12,

Here's the reply from the Casino Representative:

"While we appreciate the player's cooperation we would like to clarify that free online IP checks that we receive from players are not regarded as proof of any sort of activity, we have our own Fraud Tools and employees trained to handle them.

Having stated the above and as previously stated, the relevant department detected VPN usage and requested further information and/or confirmation.

Due to several troubling communications along with harassment of company employees on social media platforms, which we do not find tolerable, we requested enhanced KYC documents for verification purposes which we have received.

In conclusion, the Fraud & Risk Department has permanently suspended the player's account, removed winnings and shall allow the player to request a withdrawal of the last deposit made (1000$).

As of this moment, the player is free to log on to the account and request a withdrawal of the aforementioned amount.

Please find all relevant terms and conditions below:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”)

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

58.3.16 Players may be requested at any given time to provide all necessary KYC documents for the verification of their account (proof of identity, payment method(s) and residence).

9.2 the Company holds the right to not process a payment if the Account Holder’s identity, age and place of residence and proof of funds have not been sufficiently verified."

Hello, I came accross this topic because I have got an account at supacasi.com

I registered , deposited with crypto and played at supacasi.com.   bonus free

I deposited several times, I guess , I deposited 400 or 500 several times.  By the time I got evwn I decided to request an ethereum withdrawal.  

I provided some docs and my account was verified.  But, their withdrawal system had some restriction.  They asked me to provide more docs and I did

They informed me that my account was verified, I requested a withdrawal.  They rejected it and requested more docs which I provided

They have done the same thing several times

Their latest request consisted in more id and cellphone info

My balance is 2962 euros

Reading this topic I realize that supacasi belongs to this group that are unfair casinos.

Are they all the same ?

What can we the players do when we fall into this trap of criminals?

Should I keep on providing extra docs to supacasi.com?

Have I lost it all?

Any help is welcome

Toby365

My registered  email is >email address removed by moderator Sydney due to privacy policy<

Hello toby365,

We've sent an email to the Casino Representative and asked them to look into this. Keep you updated.

Hello 

Here's what the Casino Representative says:

"This account is under investigation and we hold the right due to the term:

56.10 Company reserves the right, at any time, to check player’s identity, without prior notice, and prior to processing payouts; Company also reserves the right to hold withdrawals for the time needed to check the player’s identity.

58.3.16 Players may be requested at any given time to provide all necessary KYC documents for the verification of their account (proof of identity, payment method(s) and residence).

9.2 the Company holds the right to not process a payment if the Account Holder’s identity, age and place of residence and proof of funds have not been sufficiently verified."

Let's wait and see what will be the outcome of this investigation. 

This site has informed me that my account has been verified, 3 times

When I request a withdrawal of 500 euros they decline it and request more docss.

I read some of the 34 pages of this topic and saw this repetitive behaviour

It seems that they do not want to pay

i will provide what they requested, I do not know why my account is under investigation , I registered 2 months ago, played once or twice,  all the other time was taken by supacasi kyc department

I have checked and I have aready provided 15 different docs, and they approved them

I will add 5 more docs to the list

toby

I have provided my detailed cell phone bill with all my personal info matching all info

And my driving license as they requested it in addition

They accepted them, but....

""Thank you for providing us with your documents.

However, we have not received a document which verified your phone number.

In order for the verification to be completed, the following documents are accepted:

• An official document issued from your mobile provider, stating your full name and mobile number used upon registration.""

YOu may see that supacasi.com goes to the extremes to check if a player has any flaw.  Especially when we want to withdraw money

When could you consider a KYC and AML process is abusive? Are online casino allowed to do anithing?

Toby

Hello toby365,

As per their Terms and Conditions; term 3.1 the Company reserves the right at its own discretion and at all times, to:

c) Request documents to verify: (i) the identity of the Account Holder, (ii) his/her authorization to use a specific Card and/or (iii) other facts and information provided by the Account Holder. Such request may be made at any given moment and the Company reserves the right to suspend an account pending investigation;

which means they can request this information and documents from you. Many casinos are implementing very strict rules when it comes to KYC procedures nowadays.

Your account is under investigation and you'll need to provide them with the document they've requested. 

We'll contact the Casino Representative again and ask them to check what else you need to provide in order to pass their KYC procedure.

I have just provided my cellphone ownership proof with my cellphone and account number

They have accepted 20 other docs of mine

Bank statement, national id, passport, driving license, selfies, other bills, crypto info    etc

I wait for their next request

Sydney, could you ask them the nature of the investigation over my account?

I have deposited many times with my crypto wallet , almost the amount I want to withdraw

Hello toby365,

They haven't provided us with any details about this investigation, but we will ask them if the documents you've provided them with are sufficient now.

Keep you updated.

Sydney, do you believe that all these group of casinos are fair? 

After this unusual KYC procces ,or, is it a regular AML and KYC process?

Hello toby365,

They can request additional documents if they find something suspicious. We've had similar cases with other groups of casinos too. Let's wait and we'll see what they'll say after you've provided everything they've requested from you.

Hello.  Evobet is an unfair casino. 

Its Kyc and ALM process allow them to extend it for months and Deny payments

They request docs , many of them, until There is one unaB le to provide and they stick to it

Hello. Can supacasi.com request anything and extend the KYC for months?

Why haven't they prevent me from deposit many times and ask for docs?

Which jurisdiction rules this casino?

In my case they add a new doc request, they allow me to withdraw, they cancell it and and another doc request.  They have been doing so for a couple of months

Now, they removed or suspended my withdrawal option.

Is there a way to warn players from deposit in this casino group? 

It is not a T&C application,  they accept deposits and do not play anyone

Hello toby365,

They can request additional documents if your account is under investigation. If you think what they're doing is wrong, you can file a complaint with their licensor, which is Curacao.

Hello. Supacasi.com decided to deduct/confiscate my funds.

They quoted their T&C

They are a scam casino which does not pay anyone.

I Copy the beginning of their explanation.  In case you want I could copy and paste their rules which allowed them to deny the payment

"

Hello toby365,

We've asked the Casino Representative to explain what happened here and why they made a decision to confiscate your funds. Keep you updated.

Hello toby365,

The Casino Representative says they've already informed you via email why that amount has been deducted and there's nothing else to add. 

I am trying to withdraw $800 to Skrill from Nucleonbet but they keep canceling the payout.
Since April 13, I have been trying to get verified, but this process has turned into a farce.
First I sent a standard set of documents. Passport, utility bill, skrill profile screenshot.
First there were problems with the address verification, I sent the utility bill first. they answered with a standard reply that they needed:
"In order for your address to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.
The accepted documents are bank/card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, mobile phone bills."
but I sent it to them several times! and each time they replied with this message, so I also sent 3 statements from different banks and only then did they confirm it.
After that, they asked for a selfie with a passport - I sent them this.
Then they demanded "We need a screenshot of Skrill wallet transactions, showing us how the wallet was funded."
I sent them this as well, and several times, because again, they constantly answered my sent documents with their own: "We need a screenshot of Skrill wallet transactions, showing us how the wallet was funded"
But in the end it was accepted.
After that they demanded "- A screenshot of your e-wallet transactions, showing us how your e-wallet is funded during 11/04/2022."
I sent them this too.
Let me remind you that from April 13, as soon as they request documents, I send them to them on the same day, if they need so many documents, then let them write me a WHOLE list so that I can send them all at once and not take time.
I understand that the safety of the players is above all, but this is just some kind of madness. I played in many casinos with MGA, I thought that the presence of such a license indicates the quality of the casino, but now I understand that this is not always the case.
Screenshots showing that the casino intends to play for time and I can provide all my submitted documents to the lcb team.
And also, I collect all the information in order, if necessary, to create a full-fledged complaint with all the proofs in order to open a dispute in MADRE.

Hello pozndarya,

Could you please private message me your casino username and we're going to notify the Casino Representative.

Hello pozndarya,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hello everyone, everyone who suffered from the casino line:
(sonsofslots
sons of slots
sven-play
wallacebet
lapilanders
nucleonbet)
It is from the casinos on this list because they are operated under an MGA license.
Please write to me in private messages. (I will still write to everyone in this thread who faced their injustice, but if you yourself write to me, it will be easier).
I'm going to file a class action dispute to MADRE (MGA).
Do not worry, everyone will file a complaint separately (so as not to show personal data to 3rd parties) but under a certain number so that they are considered together. This kind of experience is available, the MGA license works quite effectively in such cases.

Hello pozndarya,

The Casino Representative says their KYC team needs you to provide them with a brief transaction history before 11th April to pass the KYC procedure.

After some deposits i got lucky and won up to around 11 000 euro. Without bonus and not using VPN (as i read others get accused for) At 27 apr my docs docs were approved. Drivers licens, proof of adress, creditcard and bank account. Then the process started (as i read many others been through too).  
-  Withdrawl on 1000 euro made 27april (denied 28 april)

- New withdrawl on 500 euro made 28 april (denied 29 april)

- 2 New withdrawls on 500 euro each made 29 april (denied 29 april)

-  29 april, gets an email that i need to send them a selfie when i hold my drivers licence o   29 april, sends them the selfie. Gets it approved.

-  2 of may, makes a new withdrawl 1000 euro o   Withdrawl denied 

- Between 1 may-5 may i made 5 or 6 withdrawls on 1000 euro that gets cancelled

- 2 may, asks for mobile registration.
- 2-4 may i sends some emails regarding that we have a family subscprition and that the phonenr is in my wifes name

 -   4 may- uploads a phonebill from the operator were the nr is registrated. Approved

- 5 may gets an email that my withdrawl is cancelled and that the account is closed for withdrawls.

The account is temporarily suspended and the account will be reviewed by the relevant department for security reasons. They inform that they can´t give me an exactly time frame. So after reading others (playing Svenbet, Lapilanders and others at same licence) having the same problem and that some have been waiting for months or in some cases dont get their money i really would appreciate some help with this

Hello hp695646,

Could you please private message me your casino username (the email address you've registered with at the casino) and we'll ask the Casino Representative to check what's going on.

Hello hp695646,

Thank you for providing us with your account details. The Casino Representative has been notified. We'll keep you updated.

Hello hp695646,

The Casino Representative says your account is still under review since their KYC team is still checking your account.

Ok, thank for the info. Seems that this kind of reviews takes long after reading others complains. Dont want to Waits for weeks. Honestly, this kind of process takes Max 1 day at other group. Been working on this for a week. And as others write. Not very good info during the process. Would be more efficient for both the customer and the company if docs is asked for one time. Not one doc at the time. Ok if it happend to one customer but this is their normal setup. Not logical or normal. If needed to go further. Is it MGA or ADR Madre thats first to make dispute/complaint to?

So the story goes on. Like others and kind of expected. Got this info via email. "account has been deactivated from the security department as it requested to perform an investigation. "

Lets see what next step is. Played at many sites and never been seen this before. Normal player, played at many casinos and no bonus or VPN. OMG. Seems like a mistake depositing. Will of course go further to MGA or ADR if i need to. 

Today I received the money, thank you. But I do not recommend this group of casinos to anyone and I am not going to play there anymore. 

Hello hp695646, 

Thanks for updating us with your situation, let us know how everything plays out in the end with the investigation. Sorry you have to go through this. If there is anything else we could do for you, let us know. 

Hi pozndarya, 

This is great news! Glad you got paid finally! 

Will update. No News. Waiting for them to open my account for withdrawls so i can get my money.

Still no progress. Nucleonbet tells me to wait. "however due to security measures and protocol the relevant department must conduct a thorough review of your account for security reasons. We kindly request your patience and upon any update you shall be notified at once via email." Made a complaint to ADR Madre yesterday. Played +20 casinos and never had this problem before. + 3 weeks.  Stay away. Will update.

Hello hp695646,

Thanks for the update. We'll get in touch with the Casino Representative again on Monday and ask them if there's any progress.

Hello, I'm helping to my friend to withdraw funds from Sons of slots casino. She can't create topic and we have no idea why, when she goes to complaint page LCB asks to login, when she logins lcb redirecting her to main page and when she goes to complaints it asks to login again. Some kind of bug, on other pages all fine. So I will write from her name with her account details.

So the original text of complaint is: 

"Hello, I've wagered no deposit bonus in sonsofslots casino, started verification at 15 June, all documents were approved, there was status "approved" on each documents I've loaded to them. Then on 23 June I've deposited from Mifinity , but couldn't withdraw funds, button just was not working. Support said that they don't like proof of my address(thought it already was "approved"), so I've added bank statement instead. On the next day they approved bank statement, and on 24 June I've finally could do withdrawal request. This withdrawal was cancelled, they asked me to add screenshot of my mifinity, though I've already sent it to them at 20 June, they ignored it. Okay, so I sent second time my screenshot, waiting again day for their response(every time they ask something I have to wait day), finally they answered and said I can withdraw. So I did another request for withdrawal on 28 June. Today 30 June my withdrawal was cancelled again, with no reason, No reponse on email. I've went in chat and they have no idea why it is cancelled, said to write on email. I have to wait again and again and again.
So 2 weeks I'm trying to verify my account, first casino didn't like my address after approving it, then they ask me second time to add screenshot though I've already sent it before. Now they just cancel without reason and can't tell it. So I'm asking you LCB team to help me to withdraw my winnings. I feel casino works unfair trying to piss me off so I lose all my funds, which I'm not gonna do.
Email of my account at sons of slots: [email protected] "

If you need any screenshots, we can send you them 

Hi Dragon21,

We are sorry to hear your friend had a poor experience when playing at Sons Of Slots Casino. 

Can you please provide us with the casino username in a private message so that we could contact the casino representative and ask for assistance regarding the withdrawal?

Please advise your friend to contact our Live Chat or Customer Support team, they would be happy to help him/her solve the login issue.

Hi Dragon 21,

Thank you very much for assisting us regarding the complaint related to Sons of Slots Casino and sending us the requested information.

We are communicating now with your friend and will advise her if we get any feedback from the casino representative.

Campeonbet

I won 3604.19 USD in APRIL 2022. 
The casino asked me for loads of documents and I finally satisfied all their nonsense and they begin paying me out very slowly at only 500 USD every couple of weeks. 
They often canceled my withdrawals making stupid excuses like "technical problems."

After a few payouts my balance was down to 1604 and I was traveling and using hotel wifi so I used my VPN on my laptop and withdrew 500 USD. 
Now they cancel my all my 1604 balance saying that VPN is not allowed according to a term buried in their fine print!
I wasn't even playing, those funds are already mine, and the only reason that they still have my money is cause they are broke fraudsters who stall and stall. 

Hi nurinuri,

Can you please send me your Casino username via private message, so that we can reach out to Casino representative.

Hi nurinuri,

We are still waiting to provide us with your account credentials, please private message me, and will reach out to Casino Representative.

Hi nurinuri,

We need your account username to be able to help you. PM me so that we can reach out to Casino.

Sorry, I couldn't find my post. I sent you it now. I also sent a message to the casino here on lcb.

Hi nurinuri,

We received your credentials and we have sent an email to Casino Representative regarding your case. Once we get some update we will back to you. Keep you posted.

Hello, did you hear from the casino yet?

Hello nurinuri,

We haven't received any response from the Casino thus far. We'll send them a reminder in hopes that they will respond. When we get some update we will let you know. 

Hi nurinuri,

We are still waiting for the update from the Casino, they are unresponsive thus far. We will send a reminder email again. Keep you posted.

Hi nurinuri,

Due to Casino unresponsiveness, we will consider this case as UNRESOLVED.

Once we get the update we will re-open this complaint.