Webby Slot Casino - Hráč má potíže s přijetím svých výher.

Hello, I came to the casino to enjoy and spend my money. Now I am angry and perplexed. I've been trying to get my money since July 5th. My winnings were temporarily blocked because the casino is being checked. Allegedly, the gaming provider checks the casino.

The casino does not provide information about the inspection. Does not explain or say anything when the test is over. No casino has the right to block an account and money without explanation. According to international law, the consumer of services must be informed about the progress of the service, about the reasons for blocking too.

I believe we have 2 options.

1. Casino returns me $1,935 that was blocked.

2. Casino explains the reason for the check and sets a date when I can get the money.

Dear Sashka167,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. I can only imagine how frustrating it must have been for you. Could you please confirm you have successfully passed the KYC? Are you able to access your account?

Also, I would like to see the exact message from the casino. Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply.

Best regards,

Kristina

I don't have access to my account. On July 3, I couldn't log in to my account. July 5 I received a letter that my account is blocked because the casino is being checked by a gaming provider. I'm sending you screenshots of some messages.

I only played one game. When I wanted to get verified, I couldn't sign in. The casino didn't give me the chance to go through KYC.

Thank you very much Sashka167 for your reply and email. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Sashka167,

I looked at your complaint and will do my best to help you. I would like to ask Webby Slot Casino to join this case and find a common solution for this complaint. I will set the timer for 7 days so the Casino can provide a statement.

Dear all,

Please, be advised that this player was informed about additional check up of his gameplay investigation since the day it has begun. It is not truth that we didn't explain anything to a player, moreover he contacted us many times during the investigation process and was informed about the details.

However, we are here to clarify the things out for you as well.

We were acting according to our Terms and Conditions, p.5.3 states that we reserve the right to restrict a player from withdrawing funds while the investigation is on going (https://webbyslot.com/en/static-texts/terms-and-conditions).

Yesterday we have received an update from gaming provider that no violation was found, afterwards player was contacted by email and informed that his account was unlocked and he may withdraw money. Today he already has withdraw all his funds. The case has been resolved.

We are sorry it took so long time, but you have to understand that sometimes things might take more time than you expect.

Warm regards,

WebbySlot Casino

Hello Sashka167,

Please, is there any news regarding your complaint? Can you confirm you have already withdrawn your funds?

Dear Sashka167,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.