Tipsport Casino SK - La cuenta del jugador permanece cerrada después de ganar.

I won an amount of 10,979 euros at the betting office. Subsequently, I wanted to withdraw the amount. Even though my bank account is verified, I was contacted by the betting office for payment verification. I didn't have the documents for verification with me at the time, and my account was blocked for this reason. I was then asked to verify at a branch, which I did, but the account is still blocked.

V stávkovej kancelárii som vyhral sumu 10 979 eur . Následne som si chcel dať sumu vyplatiť. Napriek tomu, že mám overený bankový účet bol som kontaktovaný zo stávkovej kancelárie pre overenie platby. Doklady pre overenie som zrovna nemal pri sebe a ´účet mi bol z tohto dôvodu zablokovaný. Následne som bol požiadaný o overenie na pobočke, ktoré som vykonal, ale účet sa stále nachádza v blokácii.

Hello Lubka123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tisport Casino SK. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when is your account fully verified?
• Did you play casino games or sports betting?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

• Can you please advise me when your account is fully verified? 30.10.2024

• Have you played casino games or sports betting? Only odds bets

• Did you accumulate your winnings with real money or did you use a bonus? No bonus used

• When was the last time you spoke to the casino and what was it about? 20/12/2024. The betting company asked me for documents that I am not obliged to provide

• Můžete mi prosím poradit, od kdy je váš účet plně ověřen? 30.10.2024

• Hráli jste kasinové hry nebo sportovní sázení? Iba kurzové stávky

• Akumulovali jste své výhry se skutečnými penězi nebo jste použili bonus? Žiadny bonus nebol použitý

• Kdy jste naposledy mluvili s kasinem a o čem to bylo? 20.12.2024. Stávková spoločnosť odo mňa žiadala dokumenty, ktoré jej nie som povinný poskytnúť

Hello Lubka123,

What do you mean by "not obligate to provide"?

Do I understand it correctly that you have refused to provide documents for verification.

Awaiting your clarification.

Regards,

Nick

No, I did not refuse to provide documents for verification. My account is fully verified. The betting company is asking me for documents that are in no way related to verification.

Nie, neodmietol som poskytnúť dokumenty na overenie. Môj účet je plne verifikovaný. Stávková spoločnosť odo mňa žiada dokumenty, ktoré nijako nesúvisia s verifikáciou.

Hello Lubka123,

Can you please clarify what kind of documents?

If there is any communication between you and the casino related to this case, please forward it to nikolas.b@casino.guru for further review.

Regards,

Nick

I sent it to you.

Poslal som Vám ju.

Dear Lubka123,

According to the email forwarded by the casino, it appears that some information was hidden on the document you provided. As they require the full document for verification, you will need to submit it without any modifications or hidden details.

Please try resending the document in its complete format and let us know the outcome.

Best regards,

Nick

I sent the documents without the blacked out data, but the betting company hasn't written back to me yet.

Dokumenty som poslal bez začiernených údajov, ale stávková spoločnosť mi zatiaľ neodpísala.

Dear Lubka123,

As it might take a while for the casino review the documents, can you please advise if there's been any update since then?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Dear Lubka123,

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.

The betting office still hasn't written back to me.

Stávková kancelária mi stále neodpísala.

Thank you Lubka123 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lubka123,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Tipsport Casino SK to join the conversation.

Dear Tipsport Casino SK,

I would be grateful if you could provide clarification regarding the ongoing inaccessibility of the player account, despite the submission of the necessary documents and the considerable time that has passed. Furthermore, I would like to enquire about the reasons behind the withholding of the player's winnings.

If there are any information that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear Lubka123,

I have received information from the casino representative indicating that you should contact the relevant casino team at aml@tipsport.sk, who has already been in communication with you. They should provide you with an update. Given the sensitive nature of your situation and the information involved, they are unable to share details with us due to the company's privacy policy and GDPR regulations. Any communication from their side in this regard can be shared only with you as the involved party and not with any other third party.

I would love to provide more support, but unfortunately, our ability to do so is somewhat restricted in this case. Please keep me informed about the response from the AML team.

Dear Lubka123,

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 contacted the aml department and received no response. The bookmaker is simply abusing the aml law and audits to block and confiscate the funds of long-term profitable players.

Kontaktoval som aml oddelenie a nedostal som žiadnu odpoveď. Stávková kancelária jednoducho zneužíva aml zákon a audity na blokáciu a konfiškáciu prostriedkov dlhodobo ziskových hráčov.

Dear Lubka123,

Could you kindly provide the date when you contacted the casino team prior to submitting this complaint on our forum, as well as the most recent date you received a response from them?

The casino contacted me when I attempted to withdraw on October 23, 2024. And the last response from the casino was on February 27, 2025.

Kasíno kontaktovalo mňa pri pokuse o výber 23.10.2024. A poslednú odpoveď zo strany kasína mám 27.2.2025.

Dear Lubka123,

Can you please confirm when was the last time you contacted the casino team and what you wrote? It seems that the AML team was waiting for your response.

14.3.2025

Hello,

I would like to ask if you could send me a confirmation of the account balance?

And

5.3.2025

Hello, when will you contact me?

14.3.2025

Dobrý deň,

chcel by som sa spýtať či by ste mi mohli poslať potvrdenie o zostatku na účte?

A

5.3.2025

Dobrý deň, kedy ma budete kontaktovať?

Dear Lubka123,

I have received the following response from the casino representative:

Hello Michal,

In such cases the only way is through the support and then the AML team. Of course, I notified the relevant support team. It would probably be ideal for the client to call them directly. They are best equipped to guide the client on how to solve the problem.

Have a nice rest of the day.

Best regards,

I can imagine this is most likely not the response you were hoping for, but as I mentioned previously, due to the sensitive nature of your situation and the information involved, they are unable to disclose details to us in accordance with the company's privacy policy and GDPR regulations. Any communication from their side regarding this matter can only be shared with you, as the involved party, and not with any third parties. Consequently, our capacity to assist you further is very limited.

I can only recommend that you reach out to the casino team repeatedly and demand a resolution. If, despite this, there is no movement in the right direction in the next few days and you feel that the casino team is not addressing your issue adequately, you have the option to escalate this matter to the appropriate authority, which is "Slovenská obchodná inšpekcia."

More information about Tipsport's complaint policy can be found here: Všeobecné podmienky hazardných hier - 01.01 in section 9. COMPLAINTS.

Please let me know how you would like to proceed.

Dear Lubka123,

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.

The bookmaker wrote back to me that my account is blocked due to an audit. Article 12, paragraph 1, according to the general terms and conditions. And they will inform me about the outcome of the audit.

This alleged "audit" has been going on for 7 months.

Stávková kancelária mi odpísala, že môj účet je blokovaný z dôvodu auditu. Článok 12, odsek 1, podľa všeobecných obchodných podmienok. A o výsledku auditu ma budú informovať.

Tento údajný "audit" trvá už 7 mesiacov.

Dear Lubka123,

I completely understand your frustration regarding the delays in handling your case. However, due to the complexity of the situation—involving unauthorized access to your game account and the withdrawal of funds—the casino’s AML team must follow strict Anti-Money Laundering protocols, as required by industry standards and licensing regulations.

Although it looks like you have provided the casino team with all the needed documents from the relevant authorities they have previously requested, the casino’s team is obligated to proceed in accordance with their AML policies. Unfortunately, as much as we’d like to assist, this matter falls outside our capabilities. As I mentioned previously, due to the sensitive nature of your situation and the information involved, they are unable to disclose details to us in accordance with the company's privacy policy and GDPR regulations. Any communication from their side regarding this matter can only be shared with you, as the involved party, and not with any third parties. Although we maintain a reputable "authority status" in the industry and are in contact with the casino’s representatives, we cannot influence or expedite their internal audit process.

Our ability to provide assistance has its limitations, and this is one of the situations. If you feel the casino is not handling your complaint appropriately, you have the option to escalate this matter to the appropriate authority, which is "Slovenská obchodná inšpekcia". They are able to take potential "legal action" against the casino if they deem it necessary.

For more information on Tipsport’s complaint procedures, please refer to their  Všeobecné podmienky hazardných hier - 01.01 in section 9. COMPLAINTS.

I'm sorry we could not be of more help with this matter. If you reach out to "Slovenská obchodná inšpekcia," please keep me informed and let me know if there's anything else I can help you with.

Dear Lubka123,

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.

Hello, thank you for your help so far. I will try to contact the wage office again. If unsuccessful, I will contact the Slovak Trade Inspection.

Dobrý deň, ďakujem za doterajšiu pomoc. Skúsim ešte raz kontaktovať stavkovu kanceláriu. V prípade neúspechu sa obrátim na slovenskú obchodnú inšpekciu.

Dear Lubka123,

I sincerely hope that the casino team will ultimately resolve this matter to your satisfaction. However, as I mentioned earlier, while we are eager to assist where possible, our ability to influence this particular situation is unfortunately close to zero. Therefore, keeping this complaint open does not seem to serve a purpose, as it does not impact the outcome at all.

I appreciate your understanding in this matter, and I regret that we couldn’t be of more direct assistance. If there’s anything else I can help you with, please don’t hesitate to let me know. Otherwise, with your permission, I will proceed with closing this case.

Dear Lubka123,

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.

Good day,

I apologize for the late reply. Can you close the complaint? If there is any progress, can you reopen the complaint?

Dobr´ý deň,

ospravedlňujem sa za neskorú odpoveď. Môžete stažnosť uzavrieť. Ak by došlo k nejakému posunu je možné stažnosť znova otvoriť?

Dear Lubka123,

Of course, if there is some significant development in either direction, and we might be able to provide assistance, we can reopen the case. I remain hopeful that the casino team will ultimately resolve this matter to your satisfaction. I will now, with your permission, close this case. If I can be of help with anything else, feel free to contact me directly at michal.k@casino.guru

We’ve reopened this complaint at the request of Lubka123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion if possible.

Dear Lubka123,

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.

Hello, unfortunately the message is about AML. So in this case you can close the case again.

Dobrý deň, bohužiaľ pusun sa týka AML. Takže v tomto v prípade môžete prípad znova uzavrieť.

Dear Lubka123,

Thank you for your response. I'm sorry the casino decision fell short of your expectations; however, as I mentioned earlier, while we are eager to assist where possible, our ability to influence this particular situation is unfortunately close to zero. Due to the complexity of the situation—involving unauthorized access to your game account and the withdrawal of funds—the casino’s AML team must follow strict Anti-Money Laundering protocols, as required by industry standards and licensing regulations. Any challenge to the decisions made by Tipsport must be addressed through "Slovenská obchodná inšpekcia" or through legal channels. Unfortunately, our ability to assist with this is pretty much close to zero, as we lack the necessary authority to intervene in disputes that appear to involve specific legal matters. Because of this, we, sadly, are forced to reject this complaint. I really wish I could be of more help. I strongly suggest reaching out to "Slovenská obchodná inšpekcia." Please keep me informed about their decision at michal.k@casino.guru, as this could prove helpful in other, similar cases in the future.

Should you encounter any further issues with this or any other casino, please feel free to reach out to us. We will try our best to help.

Best regards,

Michal

Casino Guru