ChalkWins Casino - O jogador ainda não recebeu os seus prémios.

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Dear airgobec,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account was verified successfully at the very beginning. When I requested a withdrawal, I was additionally asked to provide a phone bill for the phone number used to register the account and a selfie with my ID card. Since I use a company phone registered to my employer, I also had to obtain an official letter from my director confirming that I am the user of this phone number, which I provided.

After that, I received confirmation that the verification was completed successfully. When I tried to withdraw my funds, the withdrawal remained in "pending" status for some time. Later, I received an email stating that my funds had been confiscated and that they reserve the right to remove the balance. They only left the original deposit that I made when I started playing.

They took my funds without any concrete explanation or evidence. Despite repeatedly asking them to clearly specify when, where, and how I allegedly violated the rules, I have not received any proof. I am 100% certain that I did not break any terms or conditions.

To this day, I have received neither a proper response nor my money.

I kindly ask for your assistance in resolving this matter.

Dear airgobec,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Hello, nothing new has happened since the funds were confiscated. Therefore, the amount is no longer visible in my account profile.

Kind regards,

Rok

Dear airgobec, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal or blocked account? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

Thank you for your message. Please find my answers below:

I have never successfully withdrawn any money, as the funds were confiscated during my first withdrawal attempt.

I completed the verification process in the app and later provided additional verification, including a selfie and confirmation of my phone number through my employer.

I only placed sports bets.

I will send screenshots of my email communication with the casino to your email address shortly.

Thank you again for your assistance.

Kind regards,

Rok

Dear airgobec,

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.  

Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.  

Karla