I moved to another country - Casino won't let me play & login anymore

FirstMillion

Dormant account
Hi,

OK, a strange thing happens.

I used to live and work in Sweden. Registered with casino X in 2013. Not sure how much I played for, I maybe still have €200-300 in the account, but that is not important for me.

I moved to another country, which is ALLOWED per casino TOS.
When I try to log in I see a message:


"Dear client, your casino account has been temporarily suspended for one or more of the following reasons: we were not able to contact you on the phone number you had provided, your email address is invalid, or you have failed to meet our general conditions of usage. In order for us to contact you, please provide us with a valid phone number, either via email or fax, in the contact section of our website. Thank you for your co-operation."


I still got the same email address. I have tried to contact them several times by sending an email, but no response whatsoever.

I have tried to call them by the phone and I'm always getting the following message:


"All our operators are currently busy. Please hold the line or press 1 to leave the message."


Nobody answers the phone, regardless when or how many times you call.


I finally got someone on the chat, but they told me that I can't play from a country I've moved to. But they didn't give me a reason. Despite asking several times and explaining that as per their TOS, country X (to which I've moved too) is a very popular country and a lot of their players play from country X.

I asked them to delete my account so that I can create new one if that is the problem. But no, the chat agent act rude and he disconnected me from the chat.

Now, this is a well known casino and I do not want anything beside an explanation and a solution. I've never heard that it is not allowed to move to another country if playing at the casino x.

But maybe this a common business practice?

Per Casinomeister.com TOS I've notified the appropriate casino representative PM.

Thanks in advance.
 

FirstMillion

Dormant account
Just ask for withdrawal and close account!
Ha, they won't let me in. They do not want me to change the password, or anything else. Strange attitude.

Worth mentioning is that they do not have any reason whatsoever to block me. My country of residence is not on their banned list. I know that many players are registered from my country.

I hope it is some kind of misunderstanding. It is a pretty big and reputable casino...
 

Jasminebed

Grumpy old gal
If they have a rep at CM give them a little time to look into the matter for you. Give them a little extra time, since it is the holiday season.

There's some weird stuff happens sometimes with geolocating, especially if you live near a border, and sometimes even if you do not.

If you do not get a satisfactory response shortly into the new year, you can PAB (pitch a bitch).

Tab at the top of the forum.

As long as funds are not tied into a bonus, you should be paid.

If you do have a bonus and for some reason your country is now excluded, I would hope something could be worked out.
 

FirstMillion

Dormant account
If they have a rep at CM give them a little time to look into the matter for you. Give them a little extra time, since it is the holiday season.

There's some weird stuff happens sometimes with geolocating, especially if you live near a border, and sometimes even if you do not.

If you do not get a satisfactory response shortly into the new year, you can PAB (pitch a bitch).

Tab at the top of the forum.

As long as funds are not tied into a bonus, you should be paid.

If you do have a bonus and for some reason your country is now excluded, I would hope something could be worked out.
Thanks for your input. Sure, let us check what is happening until then. But it is not about the money. I just want to know why they are refusing me any service and, if they do not want me, to close my account.

Cheers.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
You really should've tackled this issue before you moved. Gone on to chat, asked for advice but above all withdraw any outstanding funds. Then once you'd moved go from there, but with no added issue of outstanding balance. Which casino?
 

The Viking

Ueber Meister
CAG
MM
Happend to me this summer at Videoslots as i was working in another country,they locked my account when i tried to log in.
its just a security issue i dropped them a mail and explained, and now i can play from both countried :thumbsup:
 

FirstMillion

Dormant account
Just to be on the a safe side, the part of my initial post stating "I maybe still have €200-300 in the account" . I can't verify as I can't login :confused:. So please disregard from that part folks.

Thanks.
 

FirstMillion

Dormant account
its just a security issue i dropped them a mail and explained, and now i can play from both countried :thumbsup:
I can understand that, but I can't understand why they are refusing to deal with me at all!? I never received answers on my emails and they are disconnecting me from the chat. Strange, maybe they don't like people moving around?
 

FirstMillion

Dormant account
You really should've tackled this issue before you moved. Gone on to chat, asked for advice but above all withdraw any outstanding funds. Then once you'd moved go from there, but with no added issue of outstanding balance. Which casino?
Not in my wildest fantasies that I could be denied to login just because of this.

People are traveling and moving all the time. So if I travel abroad on business, I can't play? Who says? So for my next project, I would need to trace a casino which allows their clients to play from abroad!? What's next, will they refuse the people who change the gender to play as well?
 

FirstMillion

Dormant account
If you do have a bonus and for some reason your country is now excluded, I would hope something could be worked out.
That's the thing, the country I'm trying to login from are NOT excluded from their allowed list.

Although I'm not sure I've sent the PM to appropriate casino representative here on the forum? I would appreciate if I could PM a moderator to be on the safe side.
 

Tirilej

Still a Lady
CAG
MM
Not in my wildest fantasies that I could be denied to login just because of this.

People are traveling and moving all the time. So if I travel abroad on business, I can't play? Who says? So for my next project, I would need to trace a casino which allows their clients to play from abroad!? What's next, will they refuse the people who change the gender to play as well?
If you travel you need to tell them before you play yes, just to avoid these situations.

When it comes to changing gender you should update that too. Is that what you've done?:eek2::p
 

Tirilej

Still a Lady
CAG
MM
No, hehe, I'm still satisfied with what I have. Or, for that matter, with what I do not have :oops: That's just a question of perspective I guess.
Well, whatever you are or have you need to understand that the casinos needs to know it's you playing.
It's for your security. Some are closing accounts and others are sending emails asking if it's you playing.

You know you always have to update your address so you shouldn't sound surprised.

I wished we knew what casino it is about, but please tell when the rep have solved this for you :)

Edit: Maybe you're a ''hen'' as everyone should be called in Sweden these days :p
 

FirstMillion

Dormant account
Well, whatever you are or have you need to understand that the casinos needs to know it's you playing.
It's for your security. Some are closing accounts and others are sending emails asking if it's you playing.
I do not have problem with a KYC part. The problem as I've already described is the lack of communication from the casino. If I changed the country in casinos dashboar BEFORE I moved out - I would be banned.

Trying to do that AFTER I moved out - I'm banned. :confused:
Edit: Maybe you're a ''hen'' as everyone should be called in Sweden these days :p
No please, let us keep this forum free from all that feminist-macho nonsense bull ;) Let us just play with... :D
 
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