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24 hour account restriction?

Discussion in 'Casino Complaints - Non-Bonus Issues' started by ssrrlldog, Apr 6, 2018.

    Apr 6, 2018
  1. ssrrlldog

    ssrrlldog Newbie member

    This a query rather than a complaint so apologies if I've posted in the wrong place. I recently won £39,000 on a progressive jackpot - called the provider (Cassava) who informed me that my account was already verified but could I send in a copy of the card I used to deposit and also resend the photo ID. I did this and waited for 2 days for the withdrawal to leave my account. It then showed as processing.
    Yesterday I received the following message from casino security:

    This is the Customer Security Team, we are contacting you in regards to your Secret Slots account with username "xxxxxxxx".

    xxxxxxx, this email is to inform you that we are in the process of processing your withdrawal request.

    In order for us to do this we have had to restrict your account. Please allow up to 24hrs for this to be completed.

    We apologise for any inconvenience caused


    Customer Security Team

    Is this usual? I've never had the account restricted for other withdrawals. Having read all the negative reviews I am now anticipating not receiving a penny of my winning! I have asked for more information but not yet received a reply.
    Last edited: Apr 6, 2018
  2. Apr 6, 2018
  3. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Actually, they are doing you a favor. Casava - 888.com, etc., have loads of nightmare stories throughout the forum. At least you won't risk giving them any more of your money during this time.

    Congrats on the win by the way. These are rare wins, so bear that in mind. Spend it wisely - and not at the casino. :D
  4. Apr 6, 2018
  5. ssrrlldog

    ssrrlldog Newbie member

    Thanks - it won't be going back into the casino for sure! A quick update - I now have access to my account again and the withdrawal is showing as completed. Will hopefully hit my account in 4 working days!
    Jasminebed and bebo67 like this.
  6. Apr 6, 2018
  7. bebo67

    bebo67 Meister Member MM PABnonaccred

    Gemix Queen
    Ontario Canada
    Wow. Congrats, and enjoy!

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