Withdrawn: AC ("Always Cool") Casino confiscating funds, won't discuss

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
This came to our attention when a player reported having their $26,000 balance confiscated -- $3000 of which was cashable due to "max WD" limits -- when they requested payment. No explanation was given and the casino's Customer Service and management would not reply to the player. The player came to us with the PAB to which the casino's only response was:
Our policies do not allow us to speak with anyone who is not the owner of the account in question.

I repeatedly emailed them explaining that we were involved at the player's request and offering any number of options to verify our authenticity in order to proceed with the player's issue. The casino ignored it all. Having policies that "don't allow" them to discuss issues such as confiscations and unpaid withdrawals seems suspiciously convenient.

Warning: AC (aka "Always Cool") Casino (onlinecasino.ac) is confiscating player monies without explanation. They ignore player complaints and refuse to discuss player issues. Players are strongly advised to avoid this casino.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Update: the casino people have come forward and want to see this Warning withdrawn. Apparently the OP in the original case has a history of chargebacks that would be applicable here. Fair enough, I'll look at the evidence when I get a chance. In the meantime it should be noted that the Warning was primarily posted because the casino people were singularly non-cooperative when we tried to raise the issue. Coming forward now is good but it is pretty much after the fact. I expect to discuss these issues with the casino people as time permits.
 
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maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Based on the new material from the casino, a lack of response from the player involved, and a commitment from the casino to receive and respond to any future player issues I am updating this Warning to "Under Review".

If within the next 90 days there are no further issues with this casino then the Warning will be withdrawn and archived. If there are further problems the probation period will be cancelled and the Warning will revert to it's original status.
 
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