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Hi barashala,

As already explained to you on your previous filings relating to this matter, it is out of our hands. We have no further involvement in your claim/s.

We have no more information than you have been provided with, and no further authority or remit to address this matter further.

We're sorry you're unhappy, but all we can do at this juncture is direct you to the body that is reviewing this matter or **suggest you exercise your legal rights to pursue this matter via the court systems.**

We will not engage further dialogue regarding these issues and ask that you refrain from resubmitting these claims again.

CasinoReviews.com Complaints Team

We have already reviewed this case and ruled it in favour of the player. There is nothing more we can do about this matter

For over six months, I have been trying to withdraw my winnings from the WHG casino group, totaling €110,727. In early March, I filed two complaints against Barz and Casilando casinos after my accounts were blocked and my winnings confiscated, through The Pogg (CasinoReviews). In April, the regulator requested the documents I had provided to the casinos for verification, and I sent all the necessary documents. After two months of investigation, I received a letter from The POGG stating that WHG had decided to transfer the case to another regulator, eCOGRA. On May 3, 2024, I filed two complaints with eCOGRA, as recommended by The POGG, but they were rejected, stating that The POGG was already handling my complaint. I immediately notified The POGG of this, and after a month, on May 26, I received a response that The POGG was once again handling my complaint. For a month, I received messages that the work was still ongoing, and finally, on June 23, I was told to file a complaint with the UKGC, as they could no longer assist and could not provide additional information. “Your complaint has been escalated to the UKGC. You will need to contact the regulator to advance your case further. This matter is beyond our competence. We can no longer participate in your complaint.” I do not understand what connection I, as a player from Ireland, have with the UK Gambling Commission, but the regulator did not respond to me. I filed a complaint with the UKGC, and it was denied because I am a player from Ireland. The POGG responded that they could do nothing more: “As previously informed, we cannot assist you with this matter. The case has been escalated beyond our authority, and we can only provide you with the instructions we already have. Sorry, we cannot be of further assistance.” On July 25, 2024, I submitted a complaint to the MGA, detailing the entire situation, and they advised me to contact an ADR to resolve this issue.

This issue pertains to the UK license, not the MGA, since the casino holds a dual license. Therefore, I hope that I will finally be heard and my case will be taken up. Thank you in advance. Below, I describe the details:

I registered at Barz and Casilando casinos at the end of last year. At Barz casino, immediately after registration, I was asked to verify my account, and I uploaded all the necessary documents. While the documents were being reviewed, I made several deposits and even won money. On January 25, 2024, I received an email stating that my Barz casino account was fully verified. “Your Barz account has been verified.” Some time later, I requested a withdrawal and received confirmation that my request was being processed. After a few days of waiting and not receiving my winnings, I tried to log into my account and, to my surprise, it was blocked. I immediately contacted support and found out that my account was undergoing a new verification process. This time, I needed to upload a Skrill account statement and a new proof of address. Not receiving a response, I contacted support again and was told I needed to provide new source of income verification and a selfie with my ID. Before sending anything, I clarified that I made deposits from winnings at another casino, which was clearly visible in the Skrill statement I had previously sent. Despite this, they demanded a payslip. I sent what was required, but it was still not sufficient.

I also played at Casilando casino, made several deposits, provided the necessary documents for verification, and won funds, requesting their withdrawal. Unfortunately, I did not receive either the winnings or a response from the casino, and when I tried to log into my account, it turned out it was blocked. I immediately contacted support via online chat to clarify the situation, especially why I could not log into my account, and was informed that they were not authorized to answer such questions and that I should wait for an email response. On February 5, I finally received a response. It turned out that after reviewing my account, a network lock was discovered that was preventing me from logging into the casino: “After reviewing your account, it appears that there is a network lock affecting your ability to log in to our casino. This lock was implemented by a partner site, and unfortunately, it has also impacted your account with us.” I was extremely surprised that verification at one casino affects the ability to withdraw winnings from another casino.

After a long period of investigation and sending numerous documents to both casinos, I simply received a message stating that my accounts had been closed, access to the entire group had been blocked, and winnings had been confiscated: “After a review of your account by our compliance and risk team, it has been decided to close your account. As per clause 15.2 of the General Terms and Conditions, we reserve the right to close your account at any time for any reason. If we terminate your account for any reason, the following provisions shall apply: Your account has now been terminated with immediate effect. You are banned from the group.” I hope for your assistance in this matter.

Barz Casino - Confiscation of Winnings  and Account Closure by WHG group

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