- Joined
- Jan 20, 2004
- Location
- Saltirelandia
A player submitted a PAB to us describing a situation where they had winnings for a total balance of $3600, had requested a withdrawal, had given all the documentation that was requested and found themselves locked out of their account. A brief and seemingly productive email exchange with Support people abruptly ended when the rep announced he was being re-assigned and other people would be taking over the case.
The new people were friendly and apparently eager to help ... and then the OP received an email saying "you're guilty of fraud at our casino and your account is closed" whereupon they hit the wall: no response to emails, no one would pick up after he was put on hold when he called Support.
At this point the OP filed his PAB. We took the case to the casino people whom we had dealt with before and were told of the change in responsibilities, etc. The new person seemed very willing to help:
The next day we received the following:
I contacted the player and he hadn't heard a word of this. He tried to contact them but got no response. Two weeks later nothing had changed.
I contacted the new rep again and they said the player had somehow failed to do what was required of him. A day later the player reported that the first payment, the $2500, had gone through.
To make a long story short that was the last either us or the player heard from the casino people in spite of repeated attempts to contact them. The player never did receive the final $1100.
WARNNG: this casino is confiscating player balances and locking accounts without justification. No attempt is made to respond reasonably to the player or us. Their affiliate affairs people are making false claims about payments and show no desire to do what they claim they have done or will do. Avoid this casino.
The new people were friendly and apparently eager to help ... and then the OP received an email saying "you're guilty of fraud at our casino and your account is closed" whereupon they hit the wall: no response to emails, no one would pick up after he was put on hold when he called Support.
At this point the OP filed his PAB. We took the case to the casino people whom we had dealt with before and were told of the change in responsibilities, etc. The new person seemed very willing to help:
The next day we received the following:
I contacted the player and he hadn't heard a word of this. He tried to contact them but got no response. Two weeks later nothing had changed.
I contacted the new rep again and they said the player had somehow failed to do what was required of him. A day later the player reported that the first payment, the $2500, had gone through.
To make a long story short that was the last either us or the player heard from the casino people in spite of repeated attempts to contact them. The player never did receive the final $1100.
WARNNG: this casino is confiscating player balances and locking accounts without justification. No attempt is made to respond reasonably to the player or us. Their affiliate affairs people are making false claims about payments and show no desire to do what they claim they have done or will do. Avoid this casino.
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