Help with phone casino blocking account.

[Buster1984]

Hi could someone help. I was recently playing on phone casino I was winning on my game and got free spins which I was winning on then got repeated free spins. The casino stopped my game and locked my account. I have provided all I can to them wage slips statements but they won’t accept screen shots of pay pal showing winnings from games so now have blocked my account for 6 month. I have asked for my money back which I don’t even know how much I’d won as it was in middle of large win and I’d won a fair amount before, also I had spins still to play which were paying out very well. Can they do this and is there anything I can do??

 

[aceking123]

Never had any problems with them whilst playing, not sure as I don't use PayPal to deposit, you would need clarification from a member who is familiar with how to get it.

 

[Buster1984]

No I hadn’t until now. They are saying my game is concluded and sending me money in 20 days. But the money they’re sending is not what I had won and the free spins bonus had repeated so I hadn’t finished game. I just don’t know where I go from here.

 

[aceking123]

Games are usually logged, so from that point it's easy to request concluded games with correct amounts. But why would they ban you for 6 months ??

 

[Buster1984]

I sent screen shots and emails from PayPal showing winnings from two other sites I play on to prove source of funds aswell as wages obviously and bank statements but they wouldn’t accept emails or screen shots. They accepted my wage slip and statements. I hadn’t deposited anymore than I normally would. I asked what I could do then got reply that they were putting a break on my account for six month. I don’t even play on that site often? I just got blocked in middle of game with message saying if I wanted to increase my deposit limit I had to send documents. I didn’t ask for any increase. It just all seems a bit strange I’ve never had this before. So how can I get evidence of my game.

 

[aceking123]

You can request your player logs, (be warned it can take some time)
Unsure to why that would pop up in game feature, not unless you had put limits on the account before, does seem a little odd, what stakes & which game was it ?

 

[Buster1984]

Ok thanks. I wouldn’t normally bother but when it cut off I had just got more free spins and the win I had was coming up and it as a large amount but didn’t see what happened. I had no limits. I’ve never known it I could understand it on logging in something like that but not in middle of game. Haha that’s thing I can’t remember the exact name of game I’ve never played it. I’ve just been looking through other sites as I would know it if I saw it. Not massive stake £2. I had good few spins was gonna leave it as it wasn’t playing then got free spins and started getting wins. I’m frustrated as I was just gonna withdraw straight after. I’ll look into requesting logs thanks for help.

 

[Buster1984]

You can request your player logs, (be warned it can take some time)
Unsure to why that would pop up in game feature, not unless you had put limits on the account before, does seem a little odd, what stakes & which game was it ?

I contacted phone casino they Said they would transfer credit I had left £103.69 and add my £100 winnings from game, I said this wasn’t correct I won a lot more. They wouldn’t reply. So I submitted a complaint through resolver asking for player logs. I have just received an email from phone casino asking me to accept their sincere apologies and the correct total amount of winnings with screen shot. Thankyou for your help advising to request logs.

 

[aceking123]

Your welcome stick around its a very good forum with lots of knowledge & help.

 

[toms596]

What was the amount you won in the end?