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Money locked into old account.

Discussion in 'Online Casinos' started by jjezebel37, Jun 30, 2016.

    Jun 30, 2016
  1. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    Very strange. I reregistered with a casino I had been with before and added funds with Skrill.
    I got an error message asking me to contact support. This was around 11ish last night and support said they would email the relevant department.

    After not hearing anything I then contacted them again this morning. They said the error was due to me having an old account and the funds were locked into it???

    Again I was told they have emailed the relevant departmento and could I send a screen shot of my Skrill.

    It was only a small deposit of £40 but still useless as I was unable to play.

    I'm not complaining as I have no doubt that this will get sorted and I have contacted the rep.

    Suppose my question is how da hell did this happen??
     
  2. Jun 30, 2016
  3. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall

    Yes, that all OK. They'll either allow you play in the new one and shut the old but probably without any SUB if you were after one, OR close new account, refund you and get you to use the old one again . I 've done this before. It's age you see, forgetting where you've played before...:D
     
    1 person likes this.
  4. Jun 30, 2016
  5. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    I'm only 21 ha!!

    It is a group who closed to the UK market but has recently let us back in again.
    I had to reregister...
     
    1 person likes this.
  6. Jun 30, 2016
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I see. That's their lookout then.:thumbsup:
     
    1 person likes this.
  8. Jun 30, 2016
  9. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Can I ask which group please?

    Wasn't one of the MG only places was it by any chance?
     
  10. Jun 30, 2016
  11. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    One of the Betsson group. You'd think they would have sorted it by now.
     
    1 person likes this.
  12. Jun 30, 2016
  13. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    The old cliche 'Left hand / Right hand' springs to mind with this particular group.

    Stopped playing there yonks ago, decent rep here FWIW but that's about it IMO.
     
  14. Jun 30, 2016
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This is an administrative failure on their part, they should have deleted the old account, and in many cases the UK players were sold on. Maybe this will become a bigger problem if other casinos come back to the UK market having thrown out all their UK players a couple of years ago. UK players will have to reregister, but if their old accounts have been allowed to remain in the database, this kind of problem could become more widespread. UK players were largely left in the dark, often waking up one morning to find themselves locked out of the casino and that they had been sold to another group who had decided to remain in the UK.

    It could be chaos for UK players if Vegas Partner Lounge or Fortune Lounge decide to return to the UK. I already had more accounts than casinos due to previous mergers and account transfers before they left the UK market, and Vegas Partners made a real dog's breakfast of the process, firstly transferring all my accounts to Casino UK, and then promptly closing Casino UK altogether and selling the accounts on yet again. I believe they ended up at Spin casino, and also Roxy Palace where I already had an account, with this all then being sold to 32Red, at least it's run separately. As far as I can see, it's my old original Crazy Vegas account that now works in Roxy Palace, not my original Roxy Palace account nor any of the other Vegas Partner Lounge accounts, not even my original Casino UK account, which is the one I would have expected to have been sold to Roxy Palace from Casino UK.
     
    1 person likes this.
  16. Jun 30, 2016
  17. jjezebel37

    jjezebel37 Meister Member mm1

    Occupation:
    sales/marketing
    Location:
    Belfast (Northern Ireland)
    I thought that was the point of reregistering, that my account had been closed. Seems not though and tbh it's starting to annoy me.

    Someone should have sorted this out asap. They still haven't got back to me.
     
  18. Jul 1, 2016
  19. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Did you use the same email or username?
     
  20. Jul 1, 2016
  21. Jd666

    Jd666 RiffRaff CAG mm4

    Occupation:
    Maggot Farmer
    Location:
    Republic Of West Yorkshire
    The rep told me i had to use a different email address
     
  22. Jul 1, 2016
  23. CasinoEuro-Alex

    CasinoEuro-Alex Dormant account

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi,

    Unfortunately it´s not as simple as deleting the old accounts, as we´re not allowed to. This case had some circumstances beyond the use of e-mail address that triggered this temporary block. And yes, it could be seen as an administrative miss from our end. We´ve looked into it and it should hopefully not happen again now :)

    Fortunately customer support were on it and the case was solved yesterday. Sorry for the waiting time and any inconvenience caused.

    Regards,
    Alex
     
    2 people like this.
  24. Jul 1, 2016
  25. brianmon

    brianmon Meister Member webby mm4

    Location:
    uk
    I emailed support last week about my previously closed account at CasinoEuro.
    Asking whether the account could be reopened, or if I should re-register.
    And if i should accept the welcome bonus or not.

    But never got a reply.

    So i've just forgotten about them, rather than risk breaking any rules
     
  26. Jul 1, 2016
  27. CasinoEuro-Alex

    CasinoEuro-Alex Dormant account

    Occupation:
    Casino Manager
    Location:
    Malta
    Hi there,

    Strange that they never got back to you.. Should be a pretty easy question to answer (one might think)..

    You can go head and create a new account. You just need to use a different e-mail address. If you would encounter any kind of issues just let me know and I´ll look into it asap.

    Thanks,
    Alexander
     
  28. Jul 1, 2016
  29. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This isn't exactly helpful, it's like saying we have to move house in order to return simply because you can't handle the situation of leaving the UK and throwing out the players, and then later returning to the market. If anything, reopening the old account might be a better solution as it would offer the continuation of player history, albeit with a 2 year gap.

    Some players like to use loads of different email addresses, but this can also be a nightmare to handle as rather than check one email address each day for important messages, several have to be checked, and it's easier to miss something important.

    UK players will not be happy if they return only for them to be thrown out again after another year if you decide not to carry on in this market.
     

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