Money locked into old account.

jjezebel37

Dormant account
Joined
Nov 20, 2011
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??
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
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??


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
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
Location
Belfast (Northern Ireland)
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

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...
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
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.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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...

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.
 

jjezebel37

Dormant account
Joined
Nov 20, 2011
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.
 

CasinoEuro-Alex

Dormant account
Joined
May 31, 2016
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
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
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
 

CasinoEuro-Alex

Dormant account
Joined
May 31, 2016
Location
Malta
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

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
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
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

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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