Casino Room
Casino Room
Read review

Casino Room

"Casino Room - Mistreatment"
Resolved
Resolved
Complaint Details
Icon
Posted By
Player
Icon
Disputed amount
1160.13 euro
Icon
Date raised
June 9, 2021
Icon
Date closed
August 8, 2021
Privacy Disclosure
To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

I'm having an issue withdrawing a large win from Casino Room.

They fully allowed me to deposit via my revolut card. No issue or warning that it may not work. Fully allowed it.

I even then gambled the money and fully wagered it out to then be able to withdraw. I was then told I couldn't withdraw to my card as it is a revolut card...I even went ahead and set up a Skrill account to withdraw the money and again I was blocked as it was against their Anti Money-Laundering rules as I had to withdraw to the same card I deposited from. Which was still being blocked from happening. They even requested me to add a card from an Irish Bank so I could withdraw but this is literally breaking their own anti money-laundering rules!!!! They're the ones breaking the rules here as they allowed me to deposit and game with my revolut card and now al of a sudden since I've won I've been blocked from withdrawing. The casino are entirely in the wrong here. I've followed their rules and I believe they should to

4 Responses

Dispute Resolution Officer

Hi ShamKid1! - welcome back.

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

As we are the ADR for the Ellmount Gaming Ltd 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 – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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 me know.

Not all payment methods will be available for both deposit and withdrawals at all operators. It will depend on the 3rd party payment processing company that the operator uses.

With regard to the closed loop policy - Revolut is a bank transfer. Where Revolut is not available as a withdrawal option, another bank account would be the next appropriate option to maintain the integrity of the closed loop policy. Skrill is not a bank account.

Please provide the operator with an alternative bank account to process the withdrawal to and let us know when you have done so.

Thanks,

ThePOGG

Dispute Resolution Officer

Hi ShamKid1!,

Have you provided an alternative bank account?

Thanks,

ThePOGG

Ruling
Resolved
The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Got a complaint about a gambling site?

To submit an online gambling complaint, register a new account or log in.