Versus Casino - El retiro del jugador se retrasa y la cuenta no responde.

On March 20th, I made a deposit at Versus Casino. I won €3,000, but when I tried to withdraw, they wouldn't let me. They asked for documentation, which I sent, and it's been 5 days and I haven't received any response, only bot messages when I send an email. I contacted their chat support and only received the same response: "This is being handled by another department." I'd like to know what to do in this case. I think they don't want to pay me my money 🙁 It also infuriates me that they don't even have the courtesy to keep the customer informed about their case or the status of their files. By far, this is the worst and most unreliable betting site I've ever dealt with, with the worst customer service experience. I spoke with two women on their website's live chat, and both told me that document verification takes a maximum of 72 hours, and it's been 5 days and I haven't received any response. Reading their terms and conditions, it stated that if you don't receive a response within 30 days, you can file a complaint. My question is whether I should file a complaint with the DGOJ (Spanish Gambling Regulation Directorate) or directly with the casino. I need to be well-informed in case they refuse to pay me, so I can take serious legal action. I have proof of everything: emails, screenshots, and photos of everything they requested and sent. Could someone please advise me?

El día 20 de Marzo hice un depósito en versus casino. Gané 3000€ y a la hora de retirar no me dejaba retirar me piden documentación mando todo y han pasado 5 días y no recibo ninguna respuesta solo mensajes del bot cuando envías un e-mail. Me he puesto en contacto con el chat y solo recibo la misma respuesta de "Esto lo lleva otro departamento" Quisiera saber qué hacer en este caso pienso que no quieren pagarme mi dinero 🙁 me da rabia también que no tengan ni la cortesía de ir informando al cliente de su caso o de cómo van sus archivos de lejos es la casa de apuestas más nefasta y tardía que he tenido con peor experiencia a la atención del cliente. En el chat en vivo de su página me atendieron dos chicas y las dos me dijeron que la verificación de los documentos tarda 72 máximo y han pasado 5 días y no recibo ninguna respuesta . Leyendo los términos y condiciones de su página ponía que si en 30 días no recibes una respuesta puedes poner una queja. Mi pregunta es si debo ponerla a la DGOJ o al mismo casino necesito estar bien informada por si en caso de que se nieguen a pagarme tomar medidas legales serias. Tengo comprobantes de todo emails capturas fotos de todo lo que me pidieron y todo mandado. Alguien podría guiarme por favor.

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Dear Fairyxx,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawal and the lack of communication from the casino.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Have you already submitted all requested documents, and were they clearly accepted by the casino, or is your verification still marked as pending?
• Could you please specify what documents were requested (e.g. ID, proof of address, payment method verification)?
• Were you playing with real money only, or was any bonus used at any point?
• Could you please confirm whether your account is still fully accessible?

Regarding your question about filing a complaint with the regulator (DGOJ), we generally recommend first trying to resolve the issue directly with the casino and through our mediation. In many cases, delays in verification can take longer than expected, even though the casino may initially state shorter timeframes.

If possible, please attach your communication with the casino (emails, chat transcripts, screenshots), or feel free to forward everything to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good morning, thank you for your time.

I made several deposits and won €3,000, as I mentioned. They blocked my account and asked for a selfie with a copy of my ID (front and back) and a bank statement. I attached everything, and then, coincidentally, yesterday afternoon, they asked for a video of me reciting a script they provided, showing my ID throughout. To top it all off, they told me that the bank statement (front and back of my ID) and the selfie showing my elbow weren't sufficient proof... 🤣🤣 I've never seen so many requests from an online casino, honestly. I've already attached the video, the certificate again, and the statement... Let's see what excuses they give me if they don't respond until next week, because it seems they like to keep asking for things one after another and delay everything... Honestly, it makes me not want to trust any online casino. In fact, I know my consumer rights and all that. If they don't respond within 48 hours, I'm going to ask them to delete my account. That will force them to take action because my legal rights come into play. If they don't do it, it's practically a guaranteed lawsuit, to be honest.

Buenos días gracias por su tiempo.

Hice varios depósitos y con ellos gané 3000€ como comenté, me bloquearon la cuenta y me pedían foto selfie con DNI anverso y reverso y certificado lo adjunté todo y casualmente ayer por la tarde. Me piden un vídeo en el que me grabe diciendo un texto que ellos me brindaron enseñando mi DNI en todo momento... Para colmo me dicen que el certificado de titularidad bancaria anverso y reverso del DNI y foto selfie enseñando el codo no son pruebas suficientes... 🤣🤣 En mi vida he visto en un casino online tanta petición la verdad. Ya les he adjuntado el vídeo el certificado nuevamente y el extracto ... A ver qué pegas me ponen si es que no responden hasta la semana que viene por qué parece que les gusta ir pidiendo de cosa en cosa y retrasar todo.... Sinceramente se me quitan las ganas de brindar confianza en cualquier casino online la verdad de hecho conozco mis derechos de consumidora y tal si no me responden máximo en 48 horas voy a pedir que me eliminen la cuenta eso les fuerza a meter caña por qué ahí entran mis derechos legales en caso de no hacerlo es una demanda casi que ganada la verdad.

Hi Fairyxx,

Thank you for your previous reply.

However, I would like to kindly ask for some additional clarification, as not all of my previous questions have been fully answered:

• Were you playing with real money only, or was any bonus used at any point?
• Could you please confirm whether your account is still fully accessible, or has it been completely blocked?

Additionally, could you please let me know if there has been any development in your communication with the casino since your last message?

If you have received any new responses, feel free to forward them to petronela.k@casino.guru.

Thank you.

Good afternoon, thank you for your attention. I'm writing to inform you that the casino decided to permanently close my account. They didn't give me a reason; they told me I violated the terms and conditions. I've already requested more information, but they haven't responded. I've read the terms and conditions and I'm 100% sure I didn't violate any of them. I didn't use any bonuses; everything was real money at all times. Frankly, the experience was terrible and the customer service leaves much to be desired. They don't respond to emails or provide explanations. Supposedly, the refund of my last deposit was processed on the 30th. But I still haven't received anything. I sent all the necessary documentation: bank statements, selfies, ID, etc., etc., etc. And they just gave me a brief response without notifying me of the reasons for the closure.

Buenas tardes gracias por su atención. Le comento que el casino decidió cerrar mi cuenta permanentemente. No me dieron un motivo me dijeron que violé los términos y condiciones , ya solicite más información pero no me responden he leído los términos y condiciones y estoy 100% segura de que no viole ningún término. No usé ningún bono todo fue dinero real en todo todo momento. La verdad que la experiencia fatal y deja que desear por la atención al cliente. No responden a los correos ni dan explicaciones. Supuestamente el día 30 ya estaba hecho el reintegro del último depósito no disfrutado. Pero aún no recibo nada, envíe toda la documentación necesaria extractos bancarios selfies DNI etc etc etc. Y se limitaron a darme una escueta respuesta sin notificarme los motivos del cierre.

Hi Fairyxx,

First of all, please accept my sincere apologies for the delayed reply. We are currently handling a high number of complaints, so some delays are unfortunately unavoidable.

Thank you for your update, and I’m sorry to hear about the account closure without a clear explanation.

Before we proceed further, I would like to kindly ask you for a bit more clarification:

• Could you please confirm what games you were playing when you accumulated your winnings?
• Have you received any winnings from this casino in the past (prior to this €3,000), or was this your first successful withdrawal attempt?

These details will help us better understand your gameplay and assess the situation more accurately.

Additionally, if you have received any further communication from the casino explaining the reason for the account closure, please feel free to share it with us.

Thank you in advance for your reply.

Dear Fairyxx,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru