Recently, I deposited about EUR 250 in my Coral casino account. After making the deposit, I went to play blackjack and turned the deposit into EUR 700. Later that day, my account was locked and I was asked to provide documents so that Coral can verify my account. After supplying the documents, I have received the following email:
Fair enough, but how about my existing account balance? After enquiring about my balance, I got the following reply:
Again fair enough. Later that day, they sent me EUR 250 - that is my innitial deposit. I asked them about the rest of my balance and I got this:
So to sum it all up, I deposited into my account, won about EUR 450 using the deposited funds only. I provided the casino with all the documents they asked and then the casino made arbitrary decition to close my account and to return my deposit. How should I defend myself agains this practice?
Dear Mr. Konopecky,
I am writing to inform you that your account with Coral has been permanently closed. As of now, no further access to your account will be permitted. This decision has been taken in accordance with part 6.2 of our terms and conditions, which you agreed to when opening your account.
We apologise for any inconvenience caused.
Kind regards,
Gina
Fair enough, but how about my existing account balance? After enquiring about my balance, I got the following reply:
Dear Mr Konopecky,
Thank you for your message.
Please be advised that upon checking your accounts, I have located trapped funds of 700EUR in your Casino balance. I have passed your details onto our Casino Department to return these funds to your Moneybookers account. Please allow 2-3 working days for these funds to be returned.
Should you require further assistance, please do not hesitate to contact either myself or another member of the Customer Services team.
Kind regards,
Sherri
Coral Customer Services
Again fair enough. Later that day, they sent me EUR 250 - that is my innitial deposit. I asked them about the rest of my balance and I got this:
Dear Mr Konopecky,
Thank you for your message.
I kindly refer you to my message sent to you on 6/2/2012 advising that as your account is unverified, we unable to payout any winnings. Therefore, you will receive only 250EUR, this is a refund of your remaining deposit funds. Please accept my apologies for the error in my previous message.
Should you require further assistance, please do not hesitate to contact either myself or another member of the Customer Services team.
Kind regards,
Sherri
Coral Customer Services
So to sum it all up, I deposited into my account, won about EUR 450 using the deposited funds only. I provided the casino with all the documents they asked and then the casino made arbitrary decition to close my account and to return my deposit. How should I defend myself agains this practice?