Quick summary.
I opened a couple of casino accounts and decided to take a 6 week cool off from one since it didn't float my boat and played at the other. Four weeks later, I open an account at a new sister casino, verify documents and then deposit. Hit an amazing win and submit a withdrawal request. Log on to chat to ensure everything is ok and they say it is all fine (I kept the transcript).
I then deposit at the other sister casino and make a profit so submit another withdrawal request.
Woke up this morning to find an e-mail from the newly opened account saying they have forfeited my monster win/withdrawal on the grounds that I have an account in cool off (set to automatically reopen in 2 weeks) and that my account has been closed. I also find my other account with the withdrawal request as being closed as well, but no contact from them.
Are cool off requests seriously being treated as Self Exclusion? I have never had an issue with this in the Gamesys group of casinos.
I opened a couple of casino accounts and decided to take a 6 week cool off from one since it didn't float my boat and played at the other. Four weeks later, I open an account at a new sister casino, verify documents and then deposit. Hit an amazing win and submit a withdrawal request. Log on to chat to ensure everything is ok and they say it is all fine (I kept the transcript).
I then deposit at the other sister casino and make a profit so submit another withdrawal request.
Woke up this morning to find an e-mail from the newly opened account saying they have forfeited my monster win/withdrawal on the grounds that I have an account in cool off (set to automatically reopen in 2 weeks) and that my account has been closed. I also find my other account with the withdrawal request as being closed as well, but no contact from them.
Are cool off requests seriously being treated as Self Exclusion? I have never had an issue with this in the Gamesys group of casinos.