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Hi Sophiehopes01 - welcome to CasinoReviews.com!

Please ensure you have read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – https://casinoreviews.com/terms-of-use

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let us know.

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 18th of October let us know and we'll contact the operator on your behalf.

Thanks,

CasinoReviews.com Complaints Team

Thank you for the response.

My issue is the operator is not engaging. They have now self excluded me (I did not ask for this) so I am unable to access chat. My emails (6 now) have been ignored, inluding my official complaint email, which I have sent three times and asked for confirmation.

I fear waiting until Oct 18th will simply be wasted time for me as I see no other way of engaging with this operator without the help of an ADR, based on the fact I have been ignored by them.

€13,700 is also a tremendous amount of money to me, so the stress and anxiety is now causing an issue.



Thank you

Hi Sophiehopes01,

Whilst we appreciate your concerns, ADR services are an alternative to the small claims courts. They are only to be engaged for matters that cannot be resolved directly with the operator. Given that you only submitted your official complaint a few days ago you have not at this stage exhausted the operator's internal complaints procedure and as such we are not in a position to intervene at this stage.

Thanks,

CasinoReviews.com Complaints Team

So if by October the 18th, the operator has not responded to me or engaged you would be willing to proceed? EVEN if the operator ‘Claims’ they have not received my official complaint?

Thanks

Hi Sophiehopes01,

No. On the 18th if you have not received a response we will contact the operator to make informal enquiries on your behalf. Whether we open a formal stage at that juncture will depend on a number of factors.

Thanks,

CasinoReviews.com Complaints Team

Okay. This is really upsetting and somewhat vague.

I just want someone to help me.

I'm not sure what else to do as a player? I have emailed the operator, chased multiple times, contacted Aspire directly. I'm just being ignored.

I won't take more of your time. I suppose I will just message on the 18th.

Thanks

Hi Sophiehopes01,

You have to be patient. You have engaged the operators official complaints policy now. We will intervene if the issue is not resolved onces that process has concluded.

Thanks,

CasinoReviews.com Complaints Team

Just adding evidence of me requesting my full balance today, as they have self excluded me for 48 hours.

This may come in handy from Oct 18th,

It is now Oct 18th.

As expected, nothing has been resolved. No funds have been processed, despite me requesting the balance. No response to any of my emails or complaints.

Please will you now help?

Hi Sophiehopes01,

Please forward all communications you have had with the operator, including any documents you may have submitted during verification, to complaints@casinoreviews.com.

Please use the forward function on your emails rather than taking screenshots.

Thanks,

CasinoReviews.com Complaints Team

I've just emailed everything as requested.



Thank you for helping me.

Hi Sophiehopes01,

Please forward all communications you have had with the operator, **including any documents you may have submitted during verification**, to complaints@casinoreviews.com.

Please **use the forward function on your emails rather than taking screenshots**.

Thanks,

CasinoReviews.com Complaints Team

Hello,



I will forward all the emails now. Im not sure this is as effeicient however as how I did it before, as their are numerous emails.



The screenshots are also the bulk of the evidence as they show my account, my history and chat logs. Emails were not responded to by the operator and the only communication has been via chat.



I have already sent proof the account was verified in the form of the screenshots from the account and proof the agent said the documents were approved. This complaint is not in relation to my account not being verified? As per the complaint thread.



▇▇▇▇▇▇

Hello,

I have forwarded you the emails I sent to the operator. There are not many via my email as the operator did not respond. I was also directed to the email function on their website. Which is what I used. The evidence is all in screenshots as it comes from my account, deposit/withdraw history, chat log and me using their email function on the site.



The documents were not emailed, they were uploaded through the site. Screenshot of them being approved and an agent confirming this has been uploaded here and emailed to you. This complaint does not pertain to my account verification though? It pertains to my account being limited with 13,700 inside with no explanation, my complaint being ignored for over a month, my balance not being sent to my skrill when I was told it would be in 48 hours and being self excluded for 6 months when I did not request this?



Please can you help

Hello,

What happens next in this process? I have never used an ADR so am not sure of the way things go?



Thank you

Could somebody please update me on whats going on?

It's been 4 days since I updated the complaint.

Please

Hi Sophiehopes01,

Firstly, reviewing the emails you have forwarded, it is clear that the operator has chosen to exclude you due to your use of abusive language whilst communicating with them. Regardless of how frustrated you are, there is no circumstance were it is appropriate for you to abuse the operator's staff that are managing your enquiries. If you used the same language when speaking to a bank teller or checkout assistant you would rightly be asked to leave and not return.

All gambling operators are private businesses and are within their rights to refuse your custom. This current bar may be the operator simply saying they are no longer willing to accept your custom, or they may be viewing your behaviour as an indication of potential gambling issues.

Secondly, there is no such thing as a "fully verified" account. Verification requirements change over time and the operator will be required to conduct different checks at different stages. Please forward on the documents that you submitted to the operator as requested to allow us to move this issue forwards.

Finally, please read our <a href="https://casinoreviews.com/complaints/guide-to-complaints">Complaint Guidance</a> and <a href="https://casinoreviews.com/complaints/faq">Complaint FAQs</a> to ensure that you fully understand how our complaint management process functions.

Thanks,

CasinoReviews.com Complaints Team

Hello,

The way I choose to speak with a casino is my choice and protected under the europrean freedom of expression act. It has no bearing on this complaint. I accept they have self excluded me due to the language I used.

My complaint does not pertain to my account being verified or not?

The operator has confirmed my documents were verified.

You can see from the screenshots they said my account was limited for an ‘account review’. Nothing to do with KYC as confirmed with the operator. The KYC documents were uploaded through their portal (and verified) they have all been disposed of as were physical copies (accept the ID/skrill pic of course). The opeator can forward these if you want them? But it has no bearing on this complaint.

I have contacted you as the ADR to stick to the complaint topic, I feel time is being wasted here.

- My account has been under ‘review’ now for over a month. The operator has not explained why?

-My request for my full balance to be sent to my skrill has been ignored. The operator has not explained why?

- My official complaint submitted via email and their site email has been ignored for almost three weeks now. The operator has not explained why?

- My balance of €13,700 is still not accessible. They operator has not explained why?

Thank you,

▇▇▇▇▇▇

Hi Sophiehopes01,

Your rights to freedom of expression under EU law carry clear exemptions for communication that would either cause crime or disorder, or that would infringe on the rights of others.

Sending abusive or threatening communications both potentially could be considered a criminal offense and infringe on the recipient's right to work with fear of harassment of abuse.

So, no, your choice of language in your communications to the operator is not in any way protected and, yes, it does have direct bearing on your experience to date as if the operator has chosen to continue communicating with you at all, the team members that will now be approved to review your communications are likely to be highly restricted due to your abusive nature of your previous contacts.

We have reviewed the communications that you have send through and at this stage we do not agree that the submitted documents may not be at the root of this issue. While we understand that you are frustrated, this case will not be moved forward until you have complied with the reasonable and relevant requests we have made.

Thanks,

CasinoReviews.com Complaints Team

You are factually wrong. You are also inserting opinion. I can speak in anyway I choose under the EU freedom of expression law. The burden to prove criminal or offensive communication would fall on a claimant (if there were to be one). The court would then decide. I will speak how I see fit and I have accepted my account was self excluded by the operator due to the language I used. It is irrelevant to continue this.

You seem more intent on imposing person beliefs onto me then resolving this complaint. You seem to have done nothing at this stage in regards to contacting the operator.

As detailed by the evidence, this claim in no way relates to documents or KYC. The operator has specified that and detailed my account was ‘under review’.

As I have also detailed and proven with screenshots my documents were uploaded via the casinos online portal over two months ago. I NEVER EMAILED THEM. Therefore  I no longer have these documents (OTHER THEN THE ONES I HAVE ATTACHED), BUT THE OPERATOR DOES. IF YOU CONTACT THEM I'M SURE THEY CAN PROVIDE EVERYTHING I UPLOADED AND CONFIRM THE ISSUE.

I would ask you, humbly. to fulfil your role as the ADR and contact the operator and find out the reason for the following:

- My account has been under ‘review’ now for over a month. The operator has not explained why?

-My request for my full balance to be sent to my skrill has been ignored. The operator has not explained why?

- My official complaint submitted via email and their site email has been ignored for almost three weeks now. The operator has not explained why?

- My balance of €13,700 is still not accessible. They operator has not explained why?

Whether or not you agree with me on documents being the root cause is irrelevant. That information has to be obtained from the operator. The evidence we currently have from them is them stating ‘Stacy: They were approved’ and  the operator stating my account is ‘Under Review’.

I give my permission for the operator, CASHIOPEIA/ASPIRE, to share my uploaded KYC documents with you to move this forward.

Thank you

Hi Sophiehopes01,

We're sorry to hear that you feel that way and would strongly recommend that you seek legal advice before choosing to pursue this type of behaviour in future, as your current position potentially opens you up to liability. No employee of any private business is required to accept abuse from you or any other customer.

We have respectfully informed you about the risks that you have taken up to this point. Given your response we now have to clearly warn you that if your communications to any party involved in this discussion become abusive or threatening from this point on this service will disengage any further role in the management of your claim.

To clarify: your assertion at this juncture is that you do not have the documents that you submitted during the verification process as they were uploaded within your account rather than emailed?

If that's correct, are you asserting that you have deleted these from your device and as such don't have the files that you uploaded? Or are you asserting that you no longer have the physical documents? If we are simply talking about digital files can you explain why you don't have these files? Modern devices have comparatively huge storage and it's unusual the average user to delete photo/pdf files after use. Can you provide new photos of the relevant documents?

We will progress to contacting the operator at the point where we have reasonably reviewed the aspects of your claim that we in our professional opinion view as potentially relevant. Our process facilitates eliminating clearly erroneous claims, and building far stronger cases in terms of defence, where the complainant provides the evidence that their claim relies on. This ensures that discrepancies between what the parties claim has happened can been identified and examined.

Thanks,

CasinoReviews.com Complaints Team

It is not how I feel. It is the reality of the situation in my dealings with you thus far.

Your opinions on my choice to exercise my freedom of expression are not needed here thank you. As previously stated let's not have you project your beliefs onto me. I have not done this to you. None of this is the role of ADR. Please lets focus on the complaint.

I have not once sworn at you, or been aggressive, so your ‘warnings’ are unwarranted and irrelevant to this issue.

The size of my storage devices are AGAIN, irrelevant to ANYTHING in this complaint. But yes they were deleted over a month ago, I DO NOT KEEP PERSONAL DOCUMENT PICTURES ON MY DEVICES.

I have also moved from Lux to Ireland so wouldn't have access to the old pictures. EVEN if I did, taking new pictures would be redundant as they would be NEW PICTURES and not the documents submitted, reviewed and approved by Aspire over TWO MONTHS AGO.

As previously stated I give permission for the operator to supply you with documents uploaded by their system if they choose to. HOWEVER, this complaint is in relation to the below and NOT related to KYC, I have stated this numerous times based on the evidence and statements made by representatives of the operator.

- My account has been under ‘review’ now for over a month. The operator has not explained why?

-My request for my full balance to be sent to my skrill has been ignored. The operator has not explained why?

- My official complaint submitted via email and their site email has been ignored for almost three weeks now. The operator has not explained why?

- My balance of €13,700 is still not accessible. They operator has not explained why?

I would implore you to fulfil your role as an ADR and contact the operator to mediate. Repeated delays in doing could be seen as gaslighting me.

I would request a senior manager or alternative employee to take over my dispute if you are not willing to perform your role.

Thank you,

Hi Sophiehopes01,

Please take new photos and submit them to the address provided above.

Thanks,

CasinoReviews.com Complaints Team

Excuse me?

Have you even read my last message and read the entire complaint?

Take new photos of what?

I am not sending you any photos of any of my documents, at this stage, for the reasons outlined. They do not relate to my complaint with this operator as explained above. Any new photos taken now of any documents would not be relevant or appropriate at this stage as the address on my cashiopeia account is in a different country and the documents used to verify that were documents I took over 2 months ago.  As I have stated NUMEROUS times I give my permission for the THIRD PARTY (the operator in this case) to share those documents with you if they choose.

If you contact the operator and they CONFIRM they would like NEW documents, I would be happy to provide those to the operator and then provide those here also.

BUT, as has been established with all the evidence I have supplied and with my direct contact with the operator they have confirmed all my documents were verified (evidenced on their system confirming this and their chat agents) and Svitalana (chat agent) stated my account was ‘under review’ and this did not relate to documents (I cannot find this screenshot, but can go back on chat and get this. Although you should have contacted the Operator by now to establish the issue).

Once again, this complaint DOES NOT PERTAIN to KYC. Until you have fulfilled your role as ADR and contacted the operator in relation to the below this CANNOT move forward. This attitude of obfuscation on your part is causing me SUBSTANTIAL distress and I class this now as a form of gaslighting.

Please review the below crux of the complaint and perform your role as an ADR. Or I request to speak with a manager or your site/ADR process.

- My account has been under ‘review’ now for over a month. The operator has not explained why?

-My request for my full balance to be sent to my skrill has been ignored. The operator has not explained why?

- My official complaint submitted via email and their site email has been ignored for almost three weeks now. The operator has not explained why?

- My balance of €13,700 is still not accessible. They operator has not explained why?

Thank you

Hi Sophiehopes01,

We're sorry to hear you feel that way, but we need to be clear that if you are refusing to comply with the basic requests we have made we will not be proceeding further with this process.

We appreciate your opinion that this issue is not related to the documents you submitted, but as we have communicated very clearly, we do not agree with that opinion.

You are asserting that you do not have digital copies of the documents you submitted, so we are requesting that you take new photos of the documents you submitted and send them to complaints@casinoreviews.com.

This is not an onerous request and should be something that you can complete with minimal time investment.

We will respond to the complaint you have submitted via email in due course.

Thanks,

CasinoReviews.com Complaints Team

CasinoReviews.com Complaints Team

Your opinion is irrelevant. My opinion is irrelevant. The only relevance is the reality. The reality is all detailed in the evidence. The operator has detailed my documents are verified (twice), they relayed on chat that my account was ‘under review’ and not related to documents. I have explained this, explicitly.

**AS EXPLAINED EXPLICITLY MULTIPLE TIMES. I CANNOT TAKE NEW PICTURES OF THE DOCUMENTS AS I AM NOT IN LUXEMBOURG ANYMORE. I DO NOT HAVE THE DOCUMENTS! THE OPERATOR HAS THESE ON THEIR SYSTEM AND I HAVE EXPLICITLY STATED MULTIPLE TIMES I GIVE THEM PERMISSION TO SHARE THESE WITH YOU. SIMPLY CONTACT THE OPERATOR. YOU HAVE WASTED DAYS OF MESSAGES AND TIME WHEN YOU SIMPLY COULD HAVE CONTACTED THE OPERATOR IN ONE EMAIL AND OBTAINED THE DOCUMENTS.**

**AGAIN, I DO NOT HAVE THE DOCUMENTS . THE OPERATOR DOES!**

I am not taking pictures of new documents and sending them to you when they **HAVE NEVER BEEN SENT TO THE OPERATOR AND THAT THE OPERATOR HAS NOT REQUESTED AT ANY STAGE. IF THEY REQUEST THEM I WILL SEND THEM TO THE OPERATOR AND SHARE WITH YOU. THEY ARE DIFFERENT DOCUMENTS AS I HAVE MOVED. AS EXPLAINED MULTIPLE TIMES.**

I have emailed an official complaint against you and your handling to your site.

I am now also contacting the MGA as this is simply gaslighting and blackmail.

Hi Sophiehopes01,

Specifically what documents have you provided to the operator that you can no longer provide due to your change of residence?

Thanks,

CasinoReviews.com Complaints Team

The proof of address (Utility Bill). Think I did a selfie with this.

Bank Statement and MyPost phone Bill.

Skrill I think has been updated so don't have the original screenshot I don't think.

I used a picture of my UK/Ireland passport and selfie that they verified on their system. In fairness I do have probably still have this on Kevs phone as he took it, so COULD send the original pictures here of that which I used.

But AGAIN, the operator has confirmed this is not about KYC and the awful issues Ive had here would make me want to request a different official to handle my complaint.

Thank you

Hi Sophiehopes01,

Your case is being managed by our Head of ADR Services and has been escalated as far as is possible.

If you are unhappy with our service, you retain the right to withdraw your claim and pursue your claim via the relevant court systems.

As we have repeatedly explained to you, we understand that you feel that the issue is not KYC related. But our professional opinion does not align with that and that you have been unable to provide information that should be easily available to the person named on the account raises concerns relating to the identity of the persons we are communicating with.

To be clear, we are not asserting that you have done anything wrong. However, given that we are discussing personal information about an account, and given the concerns that the lack of availability of these documents raise, at this stage we need to ensure that we are conversing with the person named on the account.

With regard to what we need you to provide:


- a photo of your passport
- a bank statement

It would be better if these were the documents that you submitted to the operator. The selfie you describe existing on someone else's phone for example, and bank statements can ordinarily be downloaded from your banking provider's online platform. Where the documents provided are the same as those submitted to the operator it allows us to achieve two things at once - verifying your identity and having to hand documents to compare against any that the operator claims was submitted.

We understand your frustration, but we are asking you to do the best you can to provide as much of the information we have requested as possible.

Thanks,

CasinoReviews.com Complaints Team

Okay,

So these documents are needed for you KYC?

Hi Sophiehopes01,

For both purposes. They are part of the case file that we are putting together to address your concerns with the operator and they are to verify your identity for our own records.

It would be better if the documents can meet both purposes, but provide what you can.

Thanks,

CasinoReviews.com Complaints Team

I'm happy to provide them here for your KYC.

There is no selfie on Kevs phone with the utility bill. I may be wrong and didn't upload that in august. I don't 100% remember but it would have been on their system when I uploaded it.

I know I uploaded more then this but they will know for sure.

Hi Duncan,

Is the complaint moving forward now and engagement with the operator happening?



Thanks

Date – 03/11/2024

This complaint has been checked. Work is ongoing on this matter. We will revert to you when we have new relevant information to share.

Please note, we do not provide updates when we have nothing new to share and will notify you as soon as we do have something to share.

Thanks,

CasinoReviews.com Complaints Team

Hi Sophiehopes01,

Thank you for your patience.

We've discussed this matter in detail with the operator. There's been a clerical error at the operator's end. Your payment should have been processed but wasn't actioned due to this error.

Whilst your account does have to remain limited, the operator has asked us to pass on their apologies for this oversight. They are ready to process your withdrawal but have asked that you confirm that the Skrill account associated with the email address ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ is still active before they do to prevent any further issues?

If not they can process this via bank transfer but will need a bank statement showing your IBAN and BIC/Swift code.

Thanks,

CasinoReviews.com Complaints Team

Hello Duncan,

Thank you for dealing with this for me.

Yes my skrill is ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ . It is the one on the account used for multiple deposits and withdrawals.

Please tell the operator I apologise if the language I used previously offended them.

Thanks

Hi Sophiehopes01,

The operator informs us that the payment has been sent to your Skrill account. Can you confirm receipt of your funds?

Thanks,

CasinoReviews.com Complaints Team

Yes thank you ▇▇▇▇▇▇.

Thank you ▇▇▇▇▇▇ for all your help.

Hi Sophiehopes01,

Thanks for letting us know - it is appreciated 🙂

CasinoReviews.com Complaints Team

Both the submitting complainant and Cashiopeia Casino has informed us that this issue has been resolved and the player has received their funds.

I have had an account for a number of months and had numerous issues. A month ago August 30th Cashiopeia Limited my account requesting ID, POA, Selfie, Skrill doc. All this was uploaded. The next day I could play on the account freely and make multiple withdrawals.

(Sept 25th) They sent the same email requesting the same documents and limited the account once more. Everything once again was uploaded, the agent '▇▇▇▇▇' said they were all approved. Yet the account STILL had limits on it and I cannot use it.

I contacted the group numerous times on email and my interaction on chat has been completely useless (This is now not working as the last agent ▇▇▇▇▇▇ I had the misfortune of speaking with has left it open).

I submitted a formal complaint but received no response. The registered ADR is no longer active. When I complained more forcefully Cashiopeia excluded my account for safer gambling ‘reasons’. I cannot get in the account or withdraw any money? I am unfortunately being ignored.

Please help!

▇▇▇▇▇▇

Cashiopeia Casino - Aspire Global Casino has limited my account twice and now excluded me for safer gambling (I did not request this) with 13,790

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