Royal Vincit Casino - La cuenta del jugador ha sido cerrada.

I have made deposits to the casino many times without verifying my documents, even though the casino has this in its regulations.

When I wanted to make a withdrawal, I was asked to verify my documents.

The two three payment cards requested by the casino have long since ceased to exist because they were blocked and closed in the bank.

I wanted to present a new card that is associated with the same bank and exactly with the same angle as the two payment cards I had previously closed.

This was rejected by the casino.

The casino told me that I should contact my bank and ask for confirmation that the card had been closed.

I took such confirmation from the bank and sent it to the casino.

It was rejected without giving any reason.

I tried to contact them about this by e-mail and live chat without any result, without any attempt from the casino.

The casino began to make it difficult for me to contact them, I could not connect to the live chat. And even when I did connect, I did not receive any help or response. Each time I was referred to the contact via email.

I sent the emails as I was advised.

Unfortunately there too I either did not receive any return emails or information that I could contact the livechat.

I thought that the only way to get my money back would be to close my casino account.

So via email I asked to close my account.

The next day I received an email from the casino that I had money in their casino.

In the reply email I wrote once again about my problem trying to withdraw my money from their casino.

The next day I saw that my account at their casino had been blocked.

I could not connect to the livechat at their casino.

The casino stopped writing any emails for the next 10 days.

After 10 days the casino wrote me an email that my account had been blocked.

Dear tonynowacki,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

• To better understand your situation, could you please clarify what reason you provided when requesting the closure of your casino account?
• Additionally, do you know if your account can still be reopened?

Please note that before any withdrawal can be processed, casinos are typically required to complete a full account verification. This means submitting all requested documents—including those related to previously used payment methods—even if they are no longer active. These rules are part of standard anti-fraud and anti-money laundering regulations.

You mentioned that you submitted confirmation from your bank about the closed cards, which is a positive step. However, we would recommend asking the casino directly why the confirmation was not accepted. Sometimes documents may be rejected due to format issues or missing information. For example, it’s important that such confirmations clearly show your full name, the card numbers (at least partially), and an official statement that they were closed, so that the casino can confirm you were indeed their owner.

While we understand your frustration with the casino's support, it’s still necessary to complete the verification process before you’ll be able to withdraw any funds. We encourage you to ask the casino what specific information or format they require in order to accept your bank confirmation. Once the documents are submitted correctly and accepted, your withdrawal should be processed.

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

Best regards

Veronika

Dear tonynowacki,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Casino should verify my documents before I start use account and before first deposit.

The have to do it especially to confirm my age becouse as you know you cant gamble if you are not 18.

That time casino didnt care to verify my documents.

I did deposits for around 1000 pounds .they didnt care that time.

But if I want to withdraw money they remember to do it what they should do on the start.

Now they ask me for confirmation yo do selfies with my 3 bank accounts .selfie with I'd.

In my opinion they do everything to make that withdraw harder for client.

It is true that some licensing authorities require casinos to verify players' accounts before allowing any deposits. However, please note that Royal Vincit Casino operates without a license, and their Terms and Conditions state the following:

2.8.5. We may act to confirm any data you have given us while applying or trying to make a withdrawal, in order to guarantee you are 18 or over or otherwise meet the legal requirement for gambling in your country. This may or may not apply where we identify the use of a payment method which may be accessible to individuals under the legal age of gambling. Deposits or withdrawals may be blocked until we have finished the verification process.

This means that the casino typically initiates account verification only after a withdrawal request is submitted.

Could you please confirm if you have already submitted the documents the casino requested from you? Please be aware that if you do not complete the verification process, your withdrawal will not be processed.

Thank you in advance for your cooperation.

That's their own terms and condition.

A d still follow the law even if they font have gambling license in that coutry

Regardless of when the casino decides to verify your identity and payment methods, completing this verification is always a standard requirement before any withdrawal can be processed.

While it may feel unfair that the casino didn’t ask for documents earlier, this practice is still quite common, especially with unlicensed casinos. In these cases, operators are not strictly bound by external regulations and often choose to verify accounts only at the withdrawal stage. Nonetheless, this does not exempt players from having to meet the verification conditions once requested.

We strongly recommend that you submit all the documents the casino has asked for, including the requested selfies and any payment method confirmations. If you have already done so and some of your documents were rejected, please ask the casino for clear instructions on what needs to be corrected or provided in a different format.

Please let me know whether you’ve completed this step. Once the verification is successful, the casino should be able to process your withdrawal.

Thank you for your continued cooperation.

Dear tonynowacki,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wont do it 100 %.I just would like to give that money to charity.dont wont to leave that money for that casino bastards.

And what else maybe they will ask me to dance with my not existing cards to withdraw 100 pounds.not a chance.

They will feel sorry any way if its fund out in court that they let play they casino to 12 years old boy

The think is that even if I do one think theres will be next issue becouse I wont be able to do selfie with not existing card

Casino do everything they can to do mt life harder.after one month of sending massage they suddenly know about documents they didnt know for time between.

Just cant wait how they explain in court that they let play in their casino12 years old boy

Hello tonynowacki,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your update.

I understand your frustration and disappointment, especially given the difficulties you’ve faced in trying to resolve this matter. However, as explained earlier, completing the identity and payment method verification is a standard requirement before any withdrawal can be approved—even if the previously used cards are no longer active. This is not meant to complicate the process, but to comply with anti-fraud and anti-money laundering rules, which even unlicensed casinos often choose to follow.

While we respect your current decision not to continue with the verification, please be aware that without it, the casino will not be able to release the funds and we won't be able to investigate the case further.

Regarding your statements about a 12-year-old accessing the casino, could you please specify your age?

Theres no logic in your question

I apologize for the misunderstanding. Could you please clarify what you meant by the statement: "after one month of sending message they suddenly know about documents they didn't know about before"?

Are you saying that the casino has now acknowledged documents you had previously submitted but which were ignored for some time?

Also, is the casino still requesting photos of a payment card that no longer exists?

Thank you in advance for helping us better understand the situation.

Dear tonynowacki,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.