ChalkWins Casino - Los fondos del jugador se han congelado inesperadamente.

I initially made a deposit of €25 (+ bonus) to the casino. I rolled it over normally, and was ready to withdraw my winnings (€600).

First I had problems with user verification, and I checked with live support that everything was correct. When all the files were finally approved, and the username was verified, I made a withdrawal request of '€601.16'. I assumed everything was ok, and a couple of days later I deposited again at the casino and started playing.

Then first the casino returns my balance, and suggests that they do not have the necessary documents. Together with the live support we checked that the new file is correct and sufficient, and I added it to the website. After this, an hour later I get a message from the casino saying that they have frozen my balance, citing a) VPN use, b) forged documents, or c) other illegal activity.

I asked the casino via email why this was happening, and all they replied was that the decision was final and they were not going to do anything about it.

Since I don't use a VPN, and all the documents I've given them are from official Finnish sources, this sounds like fraud on their part and I need help!

Attached are the emails I received from them.

Tein alunperin kasinolle talletuksen 25€ (+ bonus). Kierrätin normaalisti läpi, ja olin valmis nostamaan voitot (600€). 

Ensiksi minulla oli ongelmia käyttäjän verifikoinnin kanssa, ja varmistelin live-supportin kanssa, että kaikki on oikein. Kun kaikki tiedostot oli vihdoin hyväksytty, ja käyttäjätunnus verifikoitu tein nostopyynnön '601,16€'. Oletin, että kaikki on ok, ja pari päivää myöhemmin talletin kasinolle uudestaan ja aloin pelaamaan. 

Sitten ensiksi kasino palauttaa minulle saldon, ja viittaa, että heillä ei olisi tarvittavia dokumentteja. Live-supportin kanssa katsoimme yhdessä läpi, että uusi tiedosto on oikea, ja riittävä, ja lisäsin sivuille. Tämän jälkeen saan tunnin päästä viestin kasinolta viestin, että he ovat jäädyttäneet saldoni, vedoten a) VPN käyttöön, b) väärennettyihin dokumentteihin, tai c) muuhun laittomaan toimintaan.

Kysyin casinolta sähköpostitse, mistä tämä johtuu, ja ainut mitä he vastasivat oli, että päätös on lopullinen, eivätkä he aio tehdä asian eteen mitään.

Koska en käytä VPNää, ja kaikki dokumentit jotka olen heille antanut, on virallisilta suomalaisilta tahoilta, tämä kuulostaa petokselta heidän suunnastaan ja tarvisin apua!

Liitettynä mukaan heiltä saamani sähköpostit.

Dear huijattuolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Was this your first deposit?

Could you specify the bonus?

Has the casino provided any further explanation regarding the IP address since your last communication with them?

Can you confirm that you have not made any attempts to disguise or interfere with your IP address in any way?

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.

Best regards,

Dominika

Hey!

Thank you for quick reply!

It was already my second deposit, but I didn't win from my first one so no previous withdrawals. This bonus was their own (2nd) welcome bonus. I think 110% bonus on top of my 25€ deposit.

I haven't used anything to interfere my IP address, played straight through my Wi-Fi router, from 2 different locations.

I asked the casino for explanation or something supporting their 'evidence', but they haven't answered anything to it.