Help with frozen account and withheld withdrawal

Kelliejm

Registered
Joined
Jul 2, 2020
Location
Uk
Hi everyone, as the title suggests, I’m looking for a bit of help with a casino locking me out of my account and withholding funds.
I opened an account on the 17th June, deposited £500, got lucky on a slot winning £2500 on the feature. Decided features don’t come around that often so time to exit the slot and have a dab at roulette.

I was really lucky in that I got about 3 hours play time on the roulette, played high stakes and got up to about 18k, then odds started going against me and I decided it was time to withdraw when I got to 11k.

next day, received an email asking for debit card, photoID and selfie of me holding it. I sent all that and all was verified.

great, thought I’d deposit a cheeky £20 and see if Any of my luck was still with me. Nope, it was gone in less than a minute, definitely time to give up.


I then got an email the next Day saying my account had been frozen And my withdrawal is on hold pending investigation. During all this I decided I would be wise to put a gambling block on my card and shut my PayPal account to prevent me from blowing any of what I had won but not received.
3 days later, got an email saying they want an email from PayPal saying my account is in good standing, it took me a week due to COVID restrictions everywhere but I got it and fired it off to them. 2 days later, no updates and account is still being reviewed and I have no idea what is happening with my funds.

I have spoken with them many times on live chat, and to be fair to them, they have been really helpful and patient despite my constant nagging at them.

but now I just feel like they are making me feel like I have to jump through hoops so I give up and they get to keep my winnings, dispose of it to a charity which they are required To do anyway, all in a way just so they can keep more money in their pocket.

I don’t want to call out the individual casino, but they are part of the DAUB / Alderney group, if anyone can advise what I can do further or even what to expect that would be great.

this has, in all, been somewhat of a really stressful, frustrating, long and drawn out process, that I don’t feel like putting restrictions on my cards would make a blind but of difference as my confidence with gambling has dropped to something below zero!

many thanks for any advice
Kellie
 

Gaz237

Ueber Meister
MM
Joined
May 8, 2014
Location
chelmsford UK
Did you take a bonus when you joined this new site?

Naming the Casino is fine.

Just thinking if you played high states, whiltz still under wagering(if you to a welcome bonus) Is the end of the road for your complaint
 

Kelliejm

Registered
Joined
Jul 2, 2020
Location
Uk
I’ve learned the hard way about bonuses and wagering requirements many years ago. So no, stay well clear of bonuses now!
 
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