Cosed account and deleted winnings

kemot234

Registered
Joined
Jun 3, 2017
Location
Swindon
Hello Everyone,

I decided to share with you the problem I have with one of online casinos - Casino of Dreams. Here is a story: Around month ago I opened my account with that casino. Didn't take any bonuses, deposited quite large sum of money straight away, altogether it was £1600. I was lucky enough to win in total around £13000. And that's where my problems started. I tried to withdraw part of my winnings, £8000. On the very next day to my surprise I discovered that my account has been closed. I was told on chat by their support adviser that my account has been closed due to documents verification which was required prior to make any withdraws. I was quite surprised as I was expecting some kind of verification process, that is quite standard procedure, but non of my online accounts has been closed because of that before. It was the first time anything like that happened to me. Anyway, I started sending them my documents to validate my account ( requirements in regards of documents are ridiculous by the way - they don't accept scans, don't accept online bank statements, only photos of documents with all 4 corners visible are accepted ). I'm still during the process of verification as it was just few days ago when I received account statement from my bank via traditional mail. But to my surprise, when I checked my bank account, I have noticed that all money which I deposited to my account with Casino of Dreams has been refunded to my bank account! I asked their support straight away to advise me about my current Casino of Dreams account balance and guess what: I was told that it was zero! Despite the fact that I had won £13000! They deleted those winnings explaining it with the fact that I duplicated my account with them which was a violation of their terms and conditions! Another surprise to me as I'm pretty sure I have never opened any account with them before. Could be with one of their sister casinos but is shouldn't matter in this case, am I right? Even if I did open it with them in the past, why they didn't catch it during my registration process and let me deposited so much money? And even if I opened my account with them in the past I had self-excluded myself, I'm 100% sure about that as I did it with several casinos in the past. Could anyone advise me whether it is legal for them to delete all my winnings just like that? Even before finishing verification process? And is there anything at all I can do to get back my winnings? Thank you in advance.

Thomas
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
Okay you quote those two dreaded words " self exclusion"

That's all i needed to read. As you said if you had had an account it would have been self excluded like you have done in many casinos.

So no doubt you have either excluded there or on a sister site.

So yes they have done what most casinos do. They have voided all winnings and returned your deposits. If indeed it was because of exclusion then right or wrong you will not receive any winnings just returned deposits which they have already done.
 

kemot234

Registered
Joined
Jun 3, 2017
Location
Swindon
Ok, but other casinos seem to catch it during registration process, I have experienced it many times, put all details, tried to log in and then I got a message saying that account is closed due to self-exclusion. And they let me deposit real money and play with it. Only when I won something and tried to withdraw it they recalled about my self-exclusion. It's quite odd to be honest...
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
I am afraid at the moment its quite normal.

You should read some of the other posts in the complaints section.

The bulk of them are about self exclusion and voiding of winnings.

Sadly there is barely a day goes by without another thread on it.
 

nojoke

Experienced Member
Joined
Mar 25, 2010
Location
uk
Ok, but other casinos seem to catch it during registration process, I have experienced it many times, put all details, tried to log in and then I got a message saying that account is closed due to self-exclusion. And they let me deposit real money and play with it. Only when I won something and tried to withdraw it they recalled about my self-exclusion. It's quite odd to be honest...

In a way you are lucky.

You got the deposits back.
If you had lost on those deposits, they would not have repaid even if they realized that you were SE from other sites in their group. It is a "Win Win" situation for the casino.


Hopefully all the casino's will be subject to something like The PPI scandal and will have to pay back every deposit made by people that had SE'd from sister sites.

I truly hope it happens.
 
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