Surf Casino, DLX Casino Support and Complaints Thread

Hello, LCB forum!

We are glad to represent Surf Casino here. My name is Serge and you are welcome to get direct support from me and ask any questions regarding our casino.

Let me list few benefits of Surf Casino:

- we usually do not request verification for cashouts of less then $1000

- you wll never find any issue about our casino - we pay all winnings

- brand is operated by public persons, you may find us at social networks etc.

Good luck at Surf Casino!

Updated 9th October 2020 - DLX Casino added to LCB lists!

Welcome to LCB forum Serge! Thank you for being available to assist our members! 

Hi Serge, welcome to the forum! 

Hello Serge, welcome to LCB! 

Hi Serge,

Welcome to the forum

Welcome to LCB forum Serge! Glad to have you here to assist our members! 

Welcome on board. We are happy you have joined to LCB forum. 

hello Serge, welcome to LCB's forum 

Hello Serge, welcome to LCB! 

Thank you all for warm welcome greetings)

What an absolute joke. Worst casino ever.

So i signed up to surf casino, after following the link on lcb website for 100 freespins. I entered code. It said it wasnt valid. So i left it and exited out. When i got home. I jumped online to try message their support. Then they told me i hadn't signed up via the right link. Which i said was ridiculous because how else would i have come to them to sort it out, or even have the details for said bonus code to start with. Next thing i know, my chat gets closed and as i attempt to save the rude conversation that id just encountered.  Leo quickly takes away my ability to even save the transcript.

Not a moment later, my flatmate says to me from across the room "hey did you use a bonus for surf casino?" I said no because it wouldnt let me use it. Despite following all instructions.  I  asked why, my flatmate responds by telling me that all of a sudden, they have their funds removed and are being told that we've both used bonuses - without using the proper link and that she ( my flatmate) has duplicate accounts...  Which isnt so - as we are clearly two seperate people that signed up at seperate times, also, I never used the bonus code for a start as it never worked. And to add, I signed up to the casino away from  home - using mobile data and NO BONUS CODE. My flatmate signed up using home internet connection and bonus code. The guy then ends the chat by blocking us both. Me without any explanation to me, if it weren't for my flatmates chat.

Hello Liltwinky,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your issue with the bonus code.

Hello Liltwinky,

Thanks for sending over your casino username. We've sent it to the Casino Representative and asked him to check what happened. Please keep an eye on this thread for the updates.

yes, thank you, let me check the situation.

Hi Surf Casino Support;

My name is John from the Philippines. Today I saw this nice offer from your casino of 100 free spins and I have double checked that my country is allowed to take advantage of the offer. Moving forward, I signed up, played the 100 free spins, fortunately won around 38 Euro. I managed to finish the very large amount of play through and ended up with a balance of 300.88 Euro. So I decided to stop playing and try to cash it out thru bitcoin wallet method. It asked me to confirm the cash out address which I did. So it was on pending status and was about to open chat box to talk to your online support to know if there is anything I need to pass or do. With all due respect to your casino, I am going to do that as prior to signing up I researched so I know I won't end up being scammed in case I won. I have read on many forums including here that you don't do KYC for cash outs lower than 1000 Euro. So I was confident enough that I did not violate any rules. Unless, I would face a circumstance like other players who are being accused of different breaches just to be able to not pay legitimate winnings. AFter all why would you offer such a nice too good to be true bonus if you aren't willing to pay at all. So going back, when I was about to click chat I got an error saying Authentication failed and was logged off from my account. Fortunately, it is my attitude since I was young to always make sure to take screenshots or photos of important informtaion in case there is a need for me to use it soon. I tried to log on and it says my account is disabled. I checked my email I did not receive any message concerning as to why I would have my account suddenly disabled. I find it so unethical and rude and not a manner expected from a casino who claims to be legitimate and paying. In my own conclusion, I won and you just don't wanna pay it. Is that correct? If yes then that is okay atleast I know you are a rogue casino and players should avoid this casino. On the other hand I am a bit worried that you may then come up with an excuse of breach and all. Take note, in case there was an issue you could have proactively informed your soon to be customers via chat or email. Not to this extent that you will waste players time to finish the wagering requiremnets and then once done you're gonna do this. I find it so incompetent on your part not to be fair to me. After all I did not do any rude actions towards anybody on your casino. The last thing I know was I just tried to use the bonus you were offering. Which turns out to be just for marketing purposes to persuade players to gamble. But no intentions of paying in case someone wins. I am waiting for your reply. 

Casino username is johncedrico-cumpa@yahoo.com

I am so pissed off. Disappointed. Dismayed. Mistreated. Annoyed. 

Hello johncedrico,

We're sorry to hear that. We've sent your username to the Surf Casino Representative and asked him to check what's going on. Please keep an eye on this thread.

Dear johncedrico!

Thank you for your post and thank you for choosing our casino. 

We do not ask for verification for cashouts up to 1000 euro if player made deposit to play. Ofcource we check documents for freespin winners because there are thousands of abusers. If your account is clear with no multiaccounts you will get your payment 100% and soon, no worries.

SYDNEY,

I just tried to reach out on them to know exactly what happened. Instead of me getting relief. My disappointment and annoyance is triggerred more than I ever expected. I talked to Max, one of the most incompetent, inefficient and rude chat support ever. I was polite toask what happened and why would they disable my account suddenly. Ofcourse I would expect some answers and so I could defend myself. To my surprise, I received a very mind buggling response of chat ended. Please check your internet connection. Chat box closed. They just blocked me. They just dont wanna pay. I dont care about the winning. I just care about the way I am treated. Unprofessional people.

Hello, dear johncedrico!

First of all I would like to say that yes, we do not ask for verificaton for small cashouts up to 1000 euros. But is is not connected to freespin winners - ofcource we have to check documents for people who came to our casino just to claim freespins and won. That is because of huge number of attempts of abuse.

Same about you, you tried to abuse us and that is why you will not be paid. You have opened another account yesterday (a********1994@gmail.com) and did not win. Then you opened another account.

As long as proofs contain your and your partner's personal data I can not post it here public, but I have provided it to LCB administration.

As you can see on replies hundreds of players claimed our freespins and we paid all winners. There were ammounts bigger then yours.

We always pay FAIR winnings.

Hi. First I do understand that kind of reasoning. I am 100% knowledgeable about the do's and don'ts. Everything has a process. It is very unfair that you treated me like this, And about verification. I am willing to upload everything I can. It's not an issue with regard to my identity documents. I was actually about to chat your support people to know the next steps I have to do.as I am not sure if I am required to do KYC or not. Which in fact is not a problem for me. My concern here is how I was treated this way. You telling me that I am gonna be paid if I have no multi accounts. Hello? I only have a very unique name. WHy would I even create accounts on yoru casino when I know that would be a reason for me not to get paid. Second, if there is a need to investigate first why would I be disabled instantly wihtout any prior notice nor email informing me of whats happening. There i no justice here. You are inappropriately using your power over players in a manner that is for me is inhumane and not fair. It would be okay if you need to check something on yoru end. But to disable my account and block me from chat is way to rude and unprofessional. You are too new to feel so confident that many of us gamblers will be playing with yoru casino alone. You need to improve your support system and the way your support guys behave. They dont act liek customer service people but they act like they are quarreling with their playmates in the street. Grow up! Be mature. Act like a real adult. I do not see such attitude anywhere else in the casino world until I experienced it a while ago. Tell me will you pay my winnings or will you not? Simple. Short. Precise. WHat did I do wrong? Did I breach any terms and conditions?If yes what it is. If there is show me a proof. Prove it to me. Because as for me I can prove you are wrong. Veyr very wrong. If you need my documents please let me know as to how I can send it as my account was disabled. 300 euro is a cheap amount to be like this but I cant move on with the way I was treated by your chat support Max. He really pissed me off. I am so annoyed and disappointed up to now. Grrrr!

What are you talking about? WHo is that (a********1994@gmail.com) and why did you come up with a conclusion that that is me? Hello. Are you okay? 

Hello johncedrico,

We've been provided with the evidence from the casino that you had multiple accounts at Surf Casino. Please note that having multiple accounts at any casino is strictly forbidden.

Therefore, there's nothing more we can do to help you. We consider this case closed.

And who is my partner? I am not yet married. I dont understand everything you say. I dont have a partner. 

Yes, I am OK, thank you. You must know who is that guy (a********1994@gmail.com) better then me as long as you log in to casinos in our network from same IP and same computer with him. All proofs were given to administration of this forum.

This case is closed, please, do not try to open new accounts in our casino.

Hi, lcb members.

I'm here with a bad news.

I created an account on surf casino on 18 September 2020. I deposited 300 euro and start play with a bonus on jammin jars. I played aloha slot also. I won 7181.9 euro. I ordered withdrawal, but they start ask documents for verification. I sent passport, two screenshots from neteller, selfi with passport and paper and text on it, selfi with passport and text about p2p transfer from my friend who sent money to my neteller.

They said I didn't give them proof of income and seized winnings. They allow withdraw my deposit back.

I tried solve this on the owner's forum, but he blocked me without any explanation.

Hello midavv,

Could you please send me your casino username in private message inbox and we'll ask the Casino Representative to check what happened.

Hello midavv,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative and asked him to check what's going on here. Please keep an eye on this thread for the updates.

Hello Sydney and dear players

The situation with the player "midavv" is quite usual. This player is typical bonus abuser (probably "drop").

Last months all casinos operated by SOFTSWISS were attacked by bonus abusers from the same region. This player is one of them. They all made same deposits (to claim bonus) and played same slots with the same bets. All this players were paid for long time, but last days we started to ask for payment system screenshots. 

We found that:

- NOONE of this players deposited money to their payment systems

- all of them got money via transfer from another payment system users

- all payment system accounts were NEW and created just before depositing to the casino

- each wallet had only two transactions - transfer from another user and deposit to the casino

- on our Source of Wealth request all those players ansewerd that they have no job/just released from Univercity of army

According to our liecence we are allowed to request the source of founds and this request was not passed.

P.S. Any other casino should block account with no refound. We allow those abusers to cashout those depoits. All screenshots and proofs will be provided to LCB representative.

So we defend our casino from bonus abuse. If we will use another way to defend by increasing bonus terms and wagers, it will be bad for fair players. So by this action we defend fair players.

This casino is giving me a really hard time with cashing out. 

They cancel my withdraws and dont email me why and I have to go to live support to find out whats going. They just tell me tech error keep trying. Its been well over a week and still nothing.

Their bank page for withdrawal doesnt ask for the proper information. So I have emailed them my proper bank info yesterday. I log in late the next day and my money is just sitting there again. No emails, no nothing. No attempts to contact me. Not response to say its been forwarded.

Just nothing.

Hello WilliamDafoe,

Thanks for sending over your casino username. We've sent an email to the Casino Representative regarding your withdrawal. Please keep an eye on this thread for the updates.

Hello, William. There is some technical problem with bank account transfer and our team is working on it.

I am sorry that you did not recieve an email from us, but we never do that - as you know ,our withdrawals are super fst, so when you request cashout you may just check it in 10 minuits and find if it is processed or cancelled.

I am sorry again for the situation, as soon as I will get response from finances I will write you.

Hello again, William. We have sent you email with clear instructions how to withdraw.

Thanks LCB for helping me get paid. Not so sure I would have without this forum. 

Also surf casino thought to ask me for even more verification asking that I write on a piece of paper "surf casino 2020" hold up my license and take a selfie.

Im sorry but thats pathetic behavior especially for a $500 withdraw. I wont be returning. Well done alienating all your players surf casino! 

You do realize WiliamDafoe is an actor right? So asking for stupid documents because of a forum username is idiotic.

Hello WilliamDafoe,

Glad to hear you received your payment. Thanks for letting us know!

Hello, dear LCB. I want to start complain with DLX casino. Yesterday I've registered from affilate link with note of possibility of getting bonus for registration with promo code WOOD. So I've registered, were playing successfully for more than 12 hours. Ended to wager bonus with the amount on balance 5000 rub( ~64$). After that I went to casino chat support, asked if everything is fine. Support said all good , said I need to verify my identity , deposit, make wager x3 and I may withdraw. So I've successfully went identification, made deposit, and while I was making x3 wager they took away all amount of money I won from no deposit bonus. I went to chat to ask what's wrong. They said bonus was only for people who got e-mail with promo code. (When I was registering affilate didn't say anything about it. I am also trying to contact affilate to help to solve the problem). Besides that If promocode was only for people who get needed e-mail, I don't see any problem to make possibility of activating code exactly only for those people, but it was not, I could successfully activate the promocode. I wasn't playing under 0.6$ bet, wasn't collecting bonuses, was not playing live games or make any other abuse. Everything was fair. For me it looks like that promocode were abused, who were the fastest get paid, and other - like me, who were playing whole day for it - just have thrown.

It shouldn't be working like this in any self-respecting casino. I pray for your help, dear LCB.
All screenshots from chat support saved. I can add them If needed. Sorry that they are on russian, but I basically retold it higher on english.

My nickname in casino: Dragon21 and e-mail in casino: steal.97@mail.ru

Hello Dragon21,

We don't know what are the Terms and Conditions for that bonus since you found it on some other affiliate site, however, we're going to contact the Casino Representative and ask him why your winnings from the no deposit bonus were canceled. Please keep an eye on this thread for updates.

Thank you, Sydney, for transferring my problem to casino representive, I didn't break any rules except the one that I "activated the code which was not meant for me" as casino support said. To be able to activate it I had to get such letter(adding screenshot). If I would know about this letter and didn't get an e-mail, I wouldn't waste my time knowing that I will have problems with withdraw, but I just couldn't know about it. As my affilate streamer also didn't know this information (I may ask him to write here and confirm this).

So basically I broke the only one that rule, which I didn't iven know about not because of my fault as I couldn't read it anywhere in their Terms on site. But casino could just block the activation of promocode for people who were not intended for, but casino didn't do it.

I feel it would be fair go to the meeting from casino side in this case.

Let's wait for reply. Thank you

Hello dear Dragon21,

As you mentioned yourself, this bonus was only allowed for those who clamed special email from us. Some players started to create multiple accounts to get this bonus several times what is straight cheating. 

All players who were not allowed to claim this bonus but made deposit can withdraw their deposits back and money won from deposit also. But bonus winnings are allowed for withdraw only for those who got a mail.

Hey Team,

I Noticed the rep hasn't been active for a couple of months so this may be futile. I got a 50 free spin no deposit bonus from a site, the spins were added to my account and I very similarly to the last poster won $66 and had 60x wagering which was about $4000. I managed to get through it following all the rules.

I went to cash out $50 which was the balance remaining and then they said I actually have to make a deposit and wager it 3x. now this can be a regular practice with most casinos however I asked them where in the TS and c's it says this.

The reply was just saying the casino manager said this is the case. I can only withdraw via crypto so it's not like they need receive a deposit to prove I am who I am and I don't need to verify as it's under $1000 and you don't need to provide documents for under $1000.

So it's a bit dodgy this is the case.

Hello keegannye,

Could you please private message me your casino username and we're going to ask the Casino Representative to check this.