Can they withhold refunding my deposit on casino rewards??

Kgmoney21

Newbie member
PABnonaccred
Joined
Apr 19, 2021
Location
Gatineau
Hello,

I created duplicate accounts at several casino rewards websites (zodiac, luxury etc.) and have now been flagged by risk management as having duplicate accounts when I went to withdraw.

I understand they only allow one account per site and I used the same login credentials; I had placed self exclusions on all my "first" accounts with each one but was still able to create a new account using the EXACT same info I did with the first account.

Seeing as they allowed me to deposit to their site using instadebit with no issue and to play on their site I guess they noticed when I withdrew.

I understand if they can confiscate the winnings but am I going to be out all of my deposit money as well? I deposited 5650 CAD within the past week and am scared out of my wits they will attempt to confiscate my deposits as well.

Can you give me some insight on what to do as I have emailed riskmanagement@casinorewards.com with deposit info and stuff and am awaiting a response
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I have a feeling that your deposits are gone - especially if this is considered fraud.Check their terms and conditions for this sort of thing. I mean, it's a win-win for you - think about it. If you were a casino operator, what would you do if you had not one but scores of players trying to get one over on them.

My advice would be to file a PAB - Casino Rewards are very responsive when it comes to submitted complaints through us. And perhaps we can get an answer for you.
 

Kgmoney21

Newbie member
PABnonaccred
Joined
Apr 19, 2021
Location
Gatineau
I have a feeling that your deposits are gone - especially if this is considered fraud.Check their terms and conditions for this sort of thing. I mean, it's a win-win for you - think about it. If you were a casino operator, what would you do if you had not one but scores of players trying to get one over on them.

My advice would be to file a PAB - Casino Rewards are very responsive when it comes to submitted complaints through us. And perhaps we can get an answer for you.

I put in a ticket with exactly what I posted. Is this what you are referring to as a PAB?
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
One what casinos quite often do in this case is to refund your last deposit where winnings came from (and naturally confiscate winnings), different casinos have different approaches how they handle these but this is quite common one. Unfortunately, i don't see much ground for you to get all your deposits refunded as you did breach T&C:s and if they now block you, don't really see you would be entitled to fully refund of your all deposits, if you get last one refunded i would be happy for that, they might not even willing to do that refund.

But what you can now do is only wait and see. Bryan was referring to PAB service provided by Casinomeister:

Submit Your Online Casino Complaint - Casinomeister

If you are not satisfied to reply you get, you can file PAB and then @maxd and team will review it and trying to find solution with casino which would be fair and square (which still can be something else than you would hope). If you take PAB route, respect these rules, most common failure for players not familiar with PAB is that long as your PAB is active, you are not allowed to communicate here or anywhere more about the case but let the team work on it until they are completed with it.
 

Kgmoney21

Newbie member
PABnonaccred
Joined
Apr 19, 2021
Location
Gatineau
Ok i
One what casinos quite often do in this case is to refund your last deposit where winnings came from (and naturally confiscate winnings), different casinos have different approaches how they handle these but this is quite common one. Unfortunately, i don't see much ground for you to get all your deposits refunded as you did breach T&C:s and if they now block you, don't really see you would be entitled to fully refund of your all deposits, if you get last one refunded i would be happy for that, they might not even willing to do that refund.

But what you can now do is only wait and see. Bryan was referring to PAB service provided by Casinomeister:

Submit Your Online Casino Complaint - Casinomeister

If you are not satisfied to reply you get, you can file PAB and then @maxd and team will review it and trying to find solution with casino which would be fair and square (which still can be something else than you would hope). If you take PAB route, respect these rules, most common failure for players not familiar with PAB is that long as your PAB is active, you are not allowed to communicate here or anywhere more about the case but let the team work on it until they are completed with it.

Ok I have created a PAB ticket. I am absolutely heartbroken as that is not a small sum of money. :'( Please @maxd and team, do your best to help me!
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
If you have told them you have a gambling problem, then all they should be doing is refunding your deposits I'm afraid.
That said, assuming all your details were the same, they should have picked up on it before you deposited, not that it would make a difference to the outcome.

Don't reply now you have submitted a PAB, doing so will cause it to be cancelled.
 

Kgmoney21

Newbie member
PABnonaccred
Joined
Apr 19, 2021
Location
Gatineau
**UPDATE**

After speaking to a wonderful representative named Constance from the risk management department at Casino Rewards they processed all of my withdrawals (original deposit and winnings as well!!).

Either they got sick of my 20 emails or constant visits to live chat to grieve my case or she was a genuinely sincere person.

I pushed the fact they allow players to sign up using the exact same details as a means of explaining my side of things. Yes I know I have a problem and yes it is MY problem but I'm still under the impression that if a casino is to offer things like self exclusion (of which I was on with my first account with them) then the player should have some sort of protection against gambling on their site. The fact I used the EXACT details as my previous account shows they have holes in their system to manipulate vulnerable gamblers.

Either way just wanted to let you guys know how amazing Constance was!
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
**UPDATE**

After speaking to a wonderful representative named Constance from the risk management department at Casino Rewards they processed all of my withdrawals (original deposit and winnings as well!!).

Either they got sick of my 20 emails or constant visits to live chat to grieve my case or she was a genuinely sincere person.

I pushed the fact they allow players to sign up using the exact same details as a means of explaining my side of things. Yes I know I have a problem and yes it is MY problem but I'm still under the impression that if a casino is to offer things like self exclusion (of which I was on with my first account with them) then the player should have some sort of protection against gambling on their site. The fact I used the EXACT details as my previous account shows they have holes in their system to manipulate vulnerable gamblers.

Either way just wanted to let you guys know how amazing Constance was!
Well that is great news. And thanks for showing your appreciation towards their support personnel - Constance. Casino support peeps are probably some of the most abused people on the planet. I have copies of player emails sent by them to me that would make your eyebrows fall out.

Just to mention, Casino Rewards have been around for donkey years and have a pretty good idea on how to treat players.
 
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