Casino Glamour: Unusual account activity

[loganberry]

I have recently begun playing at Casino Glamour, and over the last few days I have deposited approximately $3400 (I know! I know!). However on Thursday my luck changed and I did really really well playing Pirates of the Heart, to the extent of $5200. So overall a lovely little profit of $1800.

I finished playing and placed a withdrawal request, and lo and behold, as sort-of-expected, received a memo on Friday asking me to provide identification docs. I know this is standard, but what annoys me is that they allow me to deposit to my heart's content, but when the situation turns in my favour, they are quick off the mark to start sprouting all sorts of rules and regs at me. Anyway, not a problem....the docs will be provided asap.

However I then went into my account and what I found was that the account has been locked due to 'unusual activity', and my winnings returned to my account. Or should I say, partial winnings - $4400 instead of $5200.

I don't know where the other $800 has gone.

The exact wording is as follows:

Your security is important to us. We recently noticed unusual activity on your player account. For your protection we have placed your account on hold. All pending and future cashouts are being held until you can verify this activity and confirm other account details.

If my security is so important, should they also not be protecting my account from being deposited into? This seems very one-way indeed, and by reversing my winnings back they obviously are trying to tempt me to play with that money...and lose it. Sorry, but not in this lifetime... I need it to pay off the $3400 and then keep the profit.

I have read so many times about accounts being locked due to 'unusual activity' but I never thought it would happen to me. And yet all I am doing is playing as I normally do...???

I know Casino Glamour is on the accreddited list, but I feel very very uneasy about this. Do I have any reason to worry?

[Simmo!]

I would definately contact them and ask for more information. The fact they are accredited is obviously a plus and if there is anything odd about it, I'm sure Bryan would recommend a PAB, but first things first, get their take on what's happening.

[loganberry]

Just a follow-on from this....I have sent two memos to them and am awaiting their reply.

Also when I say the account is locked, that is not strictly accurate. As mentioned above, I cannot withdraw, but I can still play with the reversed winnings, and deposit if I like.

Not exactly my description of a locked account.

[vinylweatherman]

Just a follow-on from this....I have sent two memos to them and am awaiting their reply.

Also when I say the account is locked, that is not strictly accurate. As mentioned above, I cannot withdraw, but I can still play with the reversed winnings, and deposit if I like.

Not exactly my description of a locked account.

That's an odd way to protect YOUR security

If your account had indeed been compromised, you could have had someone gamble away all your money.
If they just wanted ID they would have said so, plain and simple.

Looks more like they are looking into "bonus abuse" on your part. It could also be due to the deposits being far larger than they had expected, and they are being asked to pay to a different method to the one used to deposit.
Do NOT PLAY ANY MORE till this gets sorted. There are many tales of players in this situation playing away their winnings while they wait for resolution, which means the problem has gone away (nothing to withdraw).
Double check the T & C to ensure you have not missed anything, or fallen foul of any rules.

[loganberry]

If your account had indeed been compromised, you could have had someone gamble away all your money.
If they just wanted ID they would have said so, plain and simple.

My thoughts exactly!

Looks more like they are looking into "bonus abuse" on your part

I don't touch bonuses. Never have. Never will.

It could also be due to the deposits being far larger than they had expected, and they are being asked to pay to a different method to the one used to deposit.

The deposits were the same for each transaction.

Double check the T & C to ensure you have not missed anything, or fallen foul of any rules.

Such as what? I have only had this account for about five days. I deposited, played, deposited, played some more, then eventually got lucky and withdrew.
Using my money all the way through. Exclusively on slots, I may add. No blackjack, roulette, or anything else which usually causes probs.

Do NOT PLAY ANY MORE till this gets sorted.

Absolutely!!! I'm not going anywhere near the casino until this gets sorted. I need the winnings to cover the deposits, and then I am going to have fun with the rest.

[loganberry]

After much thought, there may be two reasons why the casino has 'locked' my account, both of which were mentioned by VWM in his previous post, i.e.

It could also be due to the deposits being far larger than they had expected, and they are being asked to pay to a different method to the one used to deposit.

This is true. Neteller and I had a screaming argument a few weeks ago, so I closed my account, which means that I can now only use a C/C or Debit Card for deposits. With Glamour Casino, my first deposits were with my C/C, to the tune of $2600. However nothing was won. I wanted to continue playing, but I had used my entire cash advance limit on the card, so I stopped being lazy and went and retrieved my Debit Card. Using this card, I deposited 4 x $200, and it was on the last depost that I won the $5200, which I then attempted to cash out - back to my Debit Card.

When I logged in and found my account 'locked', with only $4400 of my winnings returned to my account, it seems to indicate that the 'missing' $800 is the amount I deposited from my Debit Card. Although I don't know where this is at the maoment - the transaction logs don't show it - I wonder if it has been authorised for payment?

So the $64 question is:

1: I have only deposited £3400 in total at this casino, but my winnings are $5200. Do casinos in general have a problem with people trying to withdraw more than they have deposited? I don't know how much my wagers were in total, but I would have thought that on the total of my $3400 deposits they would have been substantial. Also it is not as if I only played for 5 mins...more like 6-7 hours.

2: It appears at this juncture that the casino is only paying back my winnings which total my Debit Card Deposits. Anything over this ($4400) they have sent back into my account. I don't understand this as $2600 was real money from my credit card, so if there is a problem with my account (which there definitely isn't!!!) I would have thought that if at all, the only amount to be queried would be the $1800 which takes my winnings past my deposit amounts.

Any thoughts on these two points would be very welcome.

And to VWM...oh dear....

Do NOT PLAY ANY MORE till this gets sorted. There are many tales of players in this situation playing away their winnings while they wait for resolution, which means the problem has gone away (nothing to withdraw).

Well, that was my intention, but regrettably I succumbed to temptation. I thought I would just have a quick play with $200 of my winnings which had been returned back into my account.

So if the problem really is one relating to the deposit/withdrawal ration, I really have major problems now. Again, playing Pirates of the Heart, I struck lucky on one round with four cannons, and I now am waiting a withdrawal of $19000 - excluding that missing $800. Or do I mean:

[vinylweatherman]

I hope this works out. Nice to hear that "succumbing to temptation" had a happy outcome for once (and the casino will regret not making withdrawing the whole amount easier the first time round).

The "missing" $800 is exactly the sum deposited from the debit card, so they have most likely refunded that. They may be unable to refund the credit card deposits back to the credit card, and may not be able to pay actual net winnings back to a debit card. They have therefore returned the funds back to your account, but rather than contact you about this, they have pulled this "suspicious activity" trick, and seemed to have left you in limbo over the weekend. Since you took no bonuses, there should be no problem with meeting wagering conditions.
They will most likely have withdrawal procedures in place to deal with being unable to refund back to a deposit method. This is most likely going to be an ID document request, and payment either by check or bank wire, although they may accept another method provided you deposit with it first (usual for eWallets).
As they are accredited, and you took no bonuses, I see little room for them not to pay you unless they are going to claim fraudulent use of the card(s).

It will be a waiting game, and you got lucky the first time, turning your original $5200 (less $800) into some $19,000. A second bout of temptation, especially with that kind of balance, can have serious consequences. This win could be your gambling funds for the rest of the year, but you would do better to split it between a few casinos once you have managed to withdraw.
If necessary, uninstall the software so that it will be harder to play with that $19,000 - and never forget that you need a couple of thousand to put back onto that credit card.
Take the time to produce the likely documents they will want, one piece of photo ID (passport, drivers licence etc), plus one utility bill showing your name and address (which should match that given to the casino). You may be asked for further supporting pieces, most likely copies of the cards used (front and back), and maybe a declaration that all deposits made were authorised by you. They may ask for a copy of the statement for the credit card showing the deposits. They can then be sure it was your card, and it would be safe to pay out by an alternative method.

[loganberry]

I hope this works out. Nice to hear that "succumbing to temptation" had a happy outcome for once (and the casino will regret not making withdrawing the whole amount easier the first time round).

Exactament!

This win could be your gambling funds for the rest of the year...

My new kitchen, more like!

[spearmaster]

My new kitchen, more like!

Now that's a sensible idea! Congrats

[Casinomeister]

I've flagged this thread and we should have an answer soon. This a solid group that generates very few complaints. I anticipate a quick fix.

...
My new kitchen, more like!

You certainly don't live in Germany. I'm looking at $15k for a new kitchen

But regardless, you're thinking in the right direction.