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
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