Casino Epic SE - Spilleren oplever et uspecificeret problem.

The crux of the matter lies in the fact that I was not permitted to withdraw my funds from Casino Epic while my account was locked. In addition, they did not provide me with the option to lock my account during the withdrawal process, which implies that they had a vested interest in enticing me to gamble away my money. Furthermore, they failed to take proactive measures to promote responsible gaming during my tenure as a customer on Casino Epic. 

Despite the fact that they are licensed by the Swedish Gaming Authority (Spelinspektionen), which necessitates compliance with specific regulations, they did not require me to provide any Know Your Customer (KYC) or source of wealth information to support my level of gambling activity on their platform. Consequently, I requested reimbursement, but they attempted to disregard my request. Therefore, I am compelled to pursue this matter further, and I implore you to contact them on my behalf and encourage them to reach a settlement with me, so that it may be resolved without the need for legal representation.

Dear CharlieL,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Casino Epic SE. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Why did you want to close your account during the withdrawal process? Did you suffer any financial loss due your issue? I will be waiting for your reply patiently.

Best regards,

Nick

Since the casino is under the gambling inspectorate, which is a license to operate in Sweden as a gambling company, they are said to be able to offer me the option to lock my account during the withdrawal process, this they never offered during my time, and the balance that was lost was SEK 540,000 which corresponds to approx. 48,000 euros. I would like you to contact the company for a solution. I will further assist you with materials and evidence upon request.

Eftersom casinot är under spelinspektionen vilket är en licens för att få verka i sverige som spelbolag så har de som uppgift kunna erbjuda mig möjligheten att låsa mitt konto under uttagsprocessen detta erbjöd de aldrig under min tid, och saldot som gick förlorat var 540 000 kronor vilket motsvarar ca 48.000 euro. Jag vill gärna ni tar kontakt med bolaget för en lösning. Jag assisterar er vidare med material och bevisning vid förfrågan.

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Dear CharlieL,

Did you ever request for the lock of your account or did it manually within your casino account?

No i have not, i was suspended by all casinos before i played on this one

Dear CharlieL,

If you did not request to lock your account during the withdrawal, how could the casino possible know that you want to? The possibility to lock it doesn't mean it will be done automatically as long as you did not request for it.

Dear CharlieL,

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.