Casino Complaint Major Tom Casino confiscates my balance citing "discrepancies"

[Die3Tuerme]

Hello,

I am here because Major Tom casino closed my account with 2700 euros in it, refuses to tell me why this is happening and I don't know what to do.

I signed up around 2 weeks ago, deposited 100 euros, received a welcome bonus and won around 2700 euros. I withdrew a couple of hundred and a few days later when the money didn't arrive and I wanted to check why I couldn't login to my account anymore. I contacted the support and they told me there are some discrepancies in my account and that's why my account has been loocked. When I asked how I can withdraw my money, they said they will check with the security department which will email me within 24h-48h. I waited but nothing happened. I contacted the live support again and I saved this conversation:


Alexia: Hi , thank you for contacting support, how are you doing today?
boris: Hi
boris: i messaged the livesupport 2 days ago
boris: because i cant login to my account
Alexia: I'll happily check into that for you, may I have your username or e-mail address please?
boris: they said there are some discrepancies on my account and they will message me soon
boris: within 24h-48h time
boris: but i didnt get an answer yet and im very unsatisfied because i have no idea what is going on or why i cant access my account
boris: xxx is my username
boris: and zzz my email
Alexia: I'm sorry for the delay. I'll be right with you.
boris: ok
Alexia: Thank you for waiting I do see the account is locked due to descrepencies and player security is investigating the matter for now the account will remain locked
boris: i want to know what is going on
boris: what descrepencies
boris: i did nothing wrong
boris: like also if i cant login to my account how do i withdraw my money?
boris: you told me the same thing 2 days ago
boris: and said someone will message me within 24h to 48h
boris: but nothing happened
boris: so now i ask again and no answer again
Alexia: Im sorry boris but currently the account will not be unlocked and that amount is confiscated by player security department
boris: why? and when will it be unlocked?
boris: and when will someone explain me why this is happening
boris: ?
boris: u cant take my money
boris: i won it fair and did nothing wrong
boris: hello? are u still there?
Alexia: Regrettably that is what player security has advised and I am not at liberty to advise anything further
boris: i am asking WHEN will someone tell me what is going on or when will this matter be solved?
Alexia: and I am advising you as per player security the account is going to remain locked
boris: what?
boris: what is the reason?
boris: this is crazy
boris: you cant close my account without giving any reason
boris: where can i complain? This is beyond crazy
boris: i did nothing wrong
Alexia: Im sorry boris but the decision by player security is final and the account remains locked
boris: i am asking why???
boris: with what reason??
boris: i did nothing wrong
Alexia: As I have advised O am not at liberty to say
boris: so who do i have to talk to about this matter to get this information?
boris: this must be a mistake
Alexia: There is no mistake unfortunately player security as I mentioned picked up descrepencies on your account - the account is locked due to this
boris: what descrepencie? i dont understand??
boris: Are you still there?
Alexia: as I mentioned I am not at liberty to say


I really don't know what to do now and I am shocked that it's allowed for a casino to treat a customer like this.

Did anyone have a similar experience with Major Tom?

What are my legal options? Should I go see my lawyer or contact the licensor of them?

I'm sorry if I come across a bit stupid but this never happened to me before and I don't know how to handle this situation.

 

[bruinsdude]

Try this link, to the rep for that casino group. Send them a private message and ask to see if they can help, or at least shed some light on what rule or term may have been violated as a start.
I have cashed out with this group in the past, hope you have your problem solved!

Good luck

 

[dunover]

PAB if you are 100% sure of the integrity of your claim. Major Tom are part of the accredited Red Flush group. Rithen is their rep, see if he can help you via PM before you proceed with a Pitch-A-Bitch. Remember initially you get the benefit of the doubt, but should Rithen or the PAB process discover any wrong-doing on your part you will be hung out to dry on this forum.

Major Tom have a rep here you can PM first:




If that brings no resolution, then PAB here:

Link Outdated / Removed

Remember we have almost weekly multi-accounters, money launderers and bonus abusers appearing with spurious and unfounded complaints, 'trying it on' because they've been caught out.

If you are 100% sure you are genuinely wronged and not a time-waster, then proceed as above and your situation will be resolved one way or the other.

 

[muziq]

hi i play there and never had any problem so far

They are not roguish at least not to me


there must be some reason for it did you play with bonus did you break any rules

hope it wil be sorted

 

[Tirilej]

If I won €2700, then what kind of reasons would I have to just try and cash out a couple of hundred? Why not the whole amount?

Anyone have any idea?

 

[dunover]

If I won €2700, then what kind of reasons would I have to just try and cash out a couple of hundred? Why not the whole amount?

Anyone have any idea?

That did cross my mind too. I'd cash it all out or maybe leave a couple of hundred in for a later play-day.

 

[muziq]

yeah me too feel the op didn't say the full story yet

 

[Die3Tuerme]

If I won €2700, then what kind of reasons would I have to just try and cash out a couple of hundred? Why not the whole amount?

Anyone have any idea?

Oh.. that's because I didn't want all the money in my neteller account. So I wanted to withdraw a few hundred to my neteller that I can keep using to play with and then withdraw the rest to my bank account

 

[slottymcslot]

PAB if you are 100% sure of the integrity of your claim. Major Tom are part of the accredited Red Flush group. Rithen is their rep, see if he can help you via PM before you proceed with a Pitch-A-Bitch. Remember initially you get the benefit of the doubt, but should Rithen or the PAB process discover any wrong-doing on your part you will be hung out to dry on this forum.

Major Tom have a rep here you can PM first:




If that brings no resolution, then PAB here:

Link Outdated / Removed

Remember we have almost weekly multi-accounters, money launderers and bonus abusers appearing with spurious and unfounded complaints, 'trying it on' because they've been caught out.

If you are 100% sure you are genuinely wronged and not a time-waster, then proceed as above and your situation will be resolved one way or the other.

Incorrect, they are now Digimedia. Check out my case against Casino La Vida/Digimedia in the bonus issue forum. Naturally, this thread came as a total shock to me*





*May contain sarcasm

 

[Tirilej]

Oh.. that's because I didn't want all the money in my neteller account. So I wanted to withdraw a few hundred to my neteller that I can keep using to play with and then withdraw the rest to my bank account

That's normally not allowed. Either it wasn't your account or something else that the casino suspected.
We don't know and we can't, or at least shouldn't take anyones side here until we know.

Do as dunover suggested. That's the only way you can get it solved probably.

 

[dunover]

Incorrect, they are now Digimedia. Check out my case against Casino La Vida/Digimedia in the bonus issue forum. Naturally, this thread came as a total shock to me*





*May contain sarcasm

Yes, yes but RF are still accredited on here irrespective of ownership until we hear otherwise, Rithen continues to help AFAIK.

As for the OP, yes the rules allow your total of original deposits to be withdrawn to their source and only then any profits can be withdrawn to a different source, which you appear to have tried? Most people would take the whole lot back to the original source of deposit - you could simply have withdrawn it all back to Neteller then transfer it from there via the 'withdraw funds' facility to the bank account you have linked to the Neteller account. Maybe this flagged suspicions. Why did you not do that?

 

[slottymcslot]

Yes, yes but RF are still accredited on here irrespective of ownership until we hear otherwise, Rithen continues to help AFAIK.

As for the OP, yes the rules allow your total of original deposits to be withdrawn to their source and only then any profits can be withdrawn to a different source, which you appear to have tried? Most people would take the whole lot back to the original source of deposit - you could simply have withdrawn it all back to Neteller then transfer it from there via the 'withdraw funds' facility to the bank account you have linked to the Neteller account. Maybe this flagged suspicions. Why did you not do that?

I don't see any reference to Red Flush group on Major Tom, it appears to have been, ahem, flushed from existence. However, if the old RF section being accredited on here helps CM negotiate on a players part with their three (?) casinos then it's a positive for sure.

 

[dunover]

I don't see any reference to Red Flush group on Major Tom, it appears to have been, ahem, flushed from existence. However, if the old RF section being accredited on here helps CM negotiate on a players part with their three (?) casinos then it's a positive for sure.

That's what I'm assuming as I played at all 3 RF/MT/LaVida and Rithen dealt with them all. If what you say suggests RF are split now from the other 2 who are with Digimedia then maybe he doesn't or are RF now also a Digimedia property?

 

[slottymcslot]

That's what I'm assuming as I played at all 3 RF/MT/LaVida and Rithen dealt with them all. If what you say suggests RF are split now from the other 2 who are with Digimedia then maybe he doesn't or are RF now also a Digimedia property?

Well, from personal experience with my issue with La Vida, it was most definitely Digimedia who took the deposit and paid me out, and a rather rude (and smug) floor manager/"pitboss" at Digimedia that I spoke to. Oh, and Rithen, who publically called me a fraud on here (no apology from him or Digimedia after the fact, I might add). It appears all 3 casinos are Digimedia and Red Flush Group is no more (or amalgamated into DM), I could stand to be corrected though.

This is the risk you take with accepting bonuses at any of this groups casinos. Win too big (aren't some of their groups 6x deposit maximum cashout with bonus also?) and they'll make life difficult, regardless of whether the player is innocent or "guilty". Either way it's absolute rubbish just to give no reason with stuff like this assuming OP is giving all details, posts like this should never appear online from "trusted" groups.

 

[vinylweatherman]

The real failure here is that the CS failed to inform the player of the correct complaints procedure, which would be to contact the licensing body once a state of deadlock had been reached with the internal systems. It's this failure to advise players that there is a formal complaints procedure that can cause issues like this to blow up in a public form.

The official procedures aren't much good anyway, a PAB through the mediation service offered here would be much better.

Legal action is possible, but tricky due to the various jurisdictions involved. The first step should be the PAB service offered here, it's pretty clear that a state of deadlock has been reached.

 

[Nicola]

A couple of things spring to my mind here (based on other Digimedia complaints where winnings have been withheld or accounts closed)...

1. Have you ever contacted your bank to do a chargeback at *any* Microgaming casino?
2. Used a shared VPN service or connected to the casino in a restricted territory?
3. Provided incorrect details on registration and/or used a card in someone else's name (i.e parent, partner etc)

 

[fortunelounge]

Response from Casino Host

Hi All,

I have received a PM from Die3Tuerme and will deal with the player directly to finalize the matter.

Please do understand that our Security Team do investigate accounts that are flagged for any number of security checks.
Should the initial investigation lead to further discrepancies or require further investigation, the account may be locked for security, until the investigation is finalized.
Players are then informed via email of the investigation on their account.

Die3Tuerme - Thank you for sending me a PM. I have responded to you directly as I do need more information in order to be able to proceed further. Please do respond to my PM at your earliest.

As soon as I have reviewed the account and information, I will be able to provide a more informed response on this matter.

Regards

Rithen

 

[fortunelounge]

Reviewed Response from Host

Hi Die3Tuerme,

Thank you for your patience.

I have reviewed the information on the investigation that has been completed on your Major Tom Casino account.
It shows that you have contravened our Terms and Conditions with your recent play on the account.

The terms that have been contravened are:
Terms and Conditions
• Irregular Play is deemed when the casino detects unnatural player betting patterns. Irregular play includes, but is not limited to, any one or more of the following types of play:
• Placing single bets equal to or in excess of 15% of the value of the bonus before the wagering requirements for that bonus have been met.
• Using the double-up feature to increase bet values.
• Placing high value bets with the single intention of increasing your balance, thereafter you substantially decrease your bet size, while reasonably not decreasing your bankroll.
• Even money bets on Sic Bo, craps, baccarat, Wheel of Riches and roulette.
• Employing a strategy by which high value bets are placed on any game with playthrough contribution weightings less than 30% (any table games, card games, video poker, etc.) and then proceeding to place bets of less than half of the prior average bet value while changing game type to higher weighted games (slots, casual games, scratch cards, etc.).
• Any irregular play will result in immediate disqualification from a bonus and the casino reserves the rights to withhold any withdrawals and/or confiscate all winnings. Irregular play will be dealt with in the same manner as fraudulent play, as detailed in clauses 1.3. and 1.4. of our General Terms and Conditions.
• We may refuse to register you as a Player or elect to deregister and exclude you or suspend you as a Player from the Casino at any time if we deem that your participation at the Casino is, shall be or has been previously, fraudulent, illegal, abusive, collusive, or in any way irregular (as detailed in clause 30 of our Promotional Terms and Conditions).

Based on this irregular style of play, your funds have been confiscated and your account has been locked.
The account will not be re-opened again.
This is the final decision taken by our Risk and Security team.

We thank you for your understanding and wish you well.

Regards

 

[vinylweatherman]

Hi Die3Tuerme,

Thank you for your patience.

I have reviewed the information on the investigation that has been completed on your Major Tom Casino account.
It shows that you have contravened our Terms and Conditions with your recent play on the account.

The terms that have been contravened are:
Terms and Conditions
• Irregular Play is deemed when the casino detects unnatural player betting patterns. Irregular play includes, but is not limited to, any one or more of the following types of play:
• Placing single bets equal to or in excess of 15% of the value of the bonus before the wagering requirements for that bonus have been met.
• Using the double-up feature to increase bet values.
• Placing high value bets with the single intention of increasing your balance, thereafter you substantially decrease your bet size, while reasonably not decreasing your bankroll.
• Even money bets on Sic Bo, craps, baccarat, Wheel of Riches and roulette.
• Employing a strategy by which high value bets are placed on any game with playthrough contribution weightings less than 30% (any table games, card games, video poker, etc.) and then proceeding to place bets of less than half of the prior average bet value while changing game type to higher weighted games (slots, casual games, scratch cards, etc.).
• Any irregular play will result in immediate disqualification from a bonus and the casino reserves the rights to withhold any withdrawals and/or confiscate all winnings. Irregular play will be dealt with in the same manner as fraudulent play, as detailed in clauses 1.3. and 1.4. of our General Terms and Conditions.
• We may refuse to register you as a Player or elect to deregister and exclude you or suspend you as a Player from the Casino at any time if we deem that your participation at the Casino is, shall be or has been previously, fraudulent, illegal, abusive, collusive, or in any way irregular (as detailed in clause 30 of our Promotional Terms and Conditions).

Based on this irregular style of play, your funds have been confiscated and your account has been locked.
The account will not be re-opened again.
This is the final decision taken by our Risk and Security team.

We thank you for your understanding and wish you well.

Regards

Where are the "discrepancies" then?

This is nothing more than a bog standard breach of the bonus rules, nothing to do with "discrepancies" or "security". I hope this isn't an attempt to pull a "spirit of the bonus" on a player that has not actually violated a specific term, such as placing a series of large bets well in excess of the defined 15% of bonus credited by drawing on the more vague provisions below this.

Placing high value bets with the single intention of increasing your balance, thereafter you substantially decrease your bet size, while reasonably not decreasing your bankroll.
• Even money bets on Sic Bo, craps, baccarat, Wheel of Riches and roulette.
• Employing a strategy by which high value bets are placed on any game with playthrough contribution weightings less than 30% (any table games, card games, video poker, etc.) and then proceeding to place bets of less than half of the prior average bet value while changing game type to higher weighted games (slots, casual games, scratch cards, etc.).
• Any irregular play will result in immediate disqualification from a bonus and the casino reserves the rights to withhold any withdrawals and/or confiscate all winnings. Irregular play will be dealt with in the same manner as fraudulent play, as detailed in clauses 1.3. and 1.4. of our General Terms and Conditions.

Is it OK if players get their lawyers to play their welcome bonus on their behalf in order to ensure proper compliance with this lot

 

[KasinoKing]

The terms that have been contravened are:
< A whole load of rules, some of which are subjective >

I hate seeing this sort of response
I hope you have told the OP which SPECIFIC rule he broke, and how.
The above is just far, far too vague.

If not, I would definitely suggest a PAB (unless the OP knows he has tried to break the rules & get away with it)

KK

 

[slottymcslot]

Surprise, surprise.

So basically as we all likely thought was the case, the player did not break any specific term but the casino didn't like his betting pattern so slapped a spirit of the bonus on them retroactively after taking it public, whilst being their usual, vague and rude selves. I would say when are people going to wise up and not use bonuses with any Digimedia casino, but the problem is people often signup not knowing it is them (as I did), where if they knew, they may not, given their penchant for doing this.

I don't hold any sway here and am usually nothing more than a reader, but IMO the accredited sites associated with Digimedia need to be looked at, since it appears they have amalgamated all their casinos under the Digimedia brand (some are accredited, some aren't how can this be if they're basically just skins of the same company?). This includes 30+ casinos (not going to name them, the info is out there)

I suggest purely on the basis of their awful, rude (not to mention defamatory and libelous nature) of their CS who constantly communicate poorly with their customers, the internet is littered with issues concerning this group.

Just my tuppence

 

[dunover]

Surprise, surprise.

So basically as we all likely thought was the case, the player did not break any specific term but the casino didn't like his betting pattern so slapped a spirit of the bonus on them retroactively after taking it public, whilst being their usual, vague and rude selves. I would say when are people going to wise up and not use bonuses with any Digimedia casino, but the problem is people often signup not knowing it is them (as I did), where if they knew, they may not, given their penchant for doing this.

I don't hold any sway here and am usually nothing more than a reader, but IMO the accredited sites associated with Digimedia need to be looked at, since it appears they have amalgamated all their casinos under the Digimedia brand (some are accredited, some aren't how can this be if they're basically just skins of the same company?). This includes 30+ casinos (not going to name them, the info is out there)

I suggest purely on the basis of their awful, rude (not to mention defamatory and libelous nature) of their CS who constantly communicate poorly with their customers, the internet is littered with issues concerning this group.

Just my tuppence

The thing is we don't know the full facts. Unless Max actually sees the betting patterns from the player concerned via PAB plus any other activities of his at the linked skins, it's difficult to judge Rithen's response. All casinos have this type of term to protect bonuses as we know, and it can be highly subjective from some sites but not usually the accredited ones. I think if you were a casino boss your philosophy would be similar; "We cannot always define bonus-abuse but we know it when we see it."

 

[slottymcslot]

The thing is we don't know the full facts. Unless Max actually sees the betting patterns from the player concerned via PAB plus any other activities of his at the linked skins, it's difficult to judge Rithen's response. All casinos have this type of term to protect bonuses as we know, and it can be highly subjective from some sites but not usually the accredited ones. I think if you were a casino boss your philosophy would be similar; "We cannot always define bonus-abuse but we know it when we see it."

I hear you, but that's not really my point. Innocent or guilty, players deserve transparency and this group just does not give it. Their standards and practices are well short of what you'd expect from an accredited group.

 

[aceking123]

I hear you, but that's not really my point. Innocent or guilty, players deserve transparency and this group just does not give it. Their standards and practices are well short of what you'd expect from an accredited group.

your correct the group does indeed have many many problems . it seems any casino with the word ( digi ) is a place to steer clear of for the moment until they sort there crap out , i've had very good experience with these guys this year , although to be fair live chat does try to help but its beyond them , although i would say if they state something they do follow up & produce the goods ( after fighting with them for weeks ), pity there top end isn't right or they could be a good group

 

[Die3Tuerme]

Hi Die3Tuerme,

Thank you for your patience.

I have reviewed the information on the investigation that has been completed on your Major Tom Casino account.
It shows that you have contravened our Terms and Conditions with your recent play on the account.

The terms that have been contravened are:
Terms and Conditions
• Irregular Play is deemed when the casino detects unnatural player betting patterns. Irregular play includes, but is not limited to, any one or more of the following types of play:
• Placing single bets equal to or in excess of 15% of the value of the bonus before the wagering requirements for that bonus have been met.
• Using the double-up feature to increase bet values.
• Placing high value bets with the single intention of increasing your balance, thereafter you substantially decrease your bet size, while reasonably not decreasing your bankroll.
• Even money bets on Sic Bo, craps, baccarat, Wheel of Riches and roulette.
• Employing a strategy by which high value bets are placed on any game with playthrough contribution weightings less than 30% (any table games, card games, video poker, etc.) and then proceeding to place bets of less than half of the prior average bet value while changing game type to higher weighted games (slots, casual games, scratch cards, etc.).
• Any irregular play will result in immediate disqualification from a bonus and the casino reserves the rights to withhold any withdrawals and/or confiscate all winnings. Irregular play will be dealt with in the same manner as fraudulent play, as detailed in clauses 1.3. and 1.4. of our General Terms and Conditions.
• We may refuse to register you as a Player or elect to deregister and exclude you or suspend you as a Player from the Casino at any time if we deem that your participation at the Casino is, shall be or has been previously, fraudulent, illegal, abusive, collusive, or in any way irregular (as detailed in clause 30 of our Promotional Terms and Conditions).

Based on this irregular style of play, your funds have been confiscated and your account has been locked.
The account will not be re-opened again.
This is the final decision taken by our Risk and Security team.

We thank you for your understanding and wish you well.

Regards

I didnt break any of these rules! Also this doesn't make sense, why are you quoting those rules when in the chat with the live support I got repeatly told that the reason my account has been closed is because of discrepancies in it and that they arent allowed to give me more information. So then i came here to casinomeister in order to get an answer to what those discrepancies are and i still didnt get an answer, but instead you quote a couple of terms that i did not break. Where are those discrepancies in my account that the livesupport wasn't allowed to talk to me about?
Why would you cite discrepancies as reason for account closing, shutting down cooperation completly and as soon as I start posting about this in public you change the reason for the closing of the account to something very vague that hasn't anything to do with the initial reason for shutting down my account?