Mummys Gold - Bit Harsh

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
Hello guys... So I played at mummys gold.

Signed up, all usual details.... deposited $50... lost... deposited $30... lost.

I asked support for a free chip because my money didnt last long. They kindly agreed with me and gave me $50.

I made it up to over $100 and actually was doing well. That battlestar galactica slot was paying really well. All of a sudden got disconnected. Tried to login again and account locked.

Support are saying theres this investigation to check my account details.

I have never, ever played at Mummys gold in my life. Main reason I found them was because I was looking for a paypal casino (in the end they dont accept paypal).

The only thing I can put the account closure down to is a self exclusion ages ago at some casinos.... However they accepted my deposits fine, even when I asked for a free chip they didnt see any flags on my account. It was only an hour or so later that my account got locked.


Any ideas?
 

Balthazar

The Governor
Joined
Aug 14, 2012
Location
Woodbury
Hello guys... So I played at mummys gold.

Signed up, all usual details.... deposited $50... lost... deposited $30... lost.

I asked support for a free chip because my money didnt last long. They kindly agreed with me and gave me $50.

I made it up to over $100 and actually was doing well. That battlestar galactica slot was paying really well. All of a sudden got disconnected. Tried to login again and account locked.

Support are saying theres this investigation to check my account details.

I have never, ever played at Mummys gold in my life. Main reason I found them was because I was looking for a paypal casino (in the end they dont accept paypal).

The only thing I can put the account closure down to is a self exclusion ages ago at some casinos.... However they accepted my deposits fine, even when I asked for a free chip they didnt see any flags on my account. It was only an hour or so later that my account got locked.


Any ideas?
If they don't reopen your account they should give you your deposit back.
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
Thats what i'm thinking.

Had I actually self excluded at some casino related to them or whatever. i will hold my hands up and say im sorry, I should of checked. Then again theres so many casinos out there, nobody knows every casino they have played at.

My deposits were lost... Fair enough... bad luck at the time.

They actually checked my account upon asking for free chip. This would of been a key time to see if any flags or issues were on my account... but they credited the chip thus it seemed nothing was on my account to cause problems.

Seems sketchy that just as im doing well off the free chip n quite close to WR, the account is locked. In a way it wouldnt be good to have the full free chip amount back as I was very close to meeting the WR on that slot alone. If they re-instated my balance eventually, game plays wouldnt be the same as what they would of been, and I may lose it in a flash (Its like taking someone off a slot when the slot is having a good cycle, and putting them back on it when the slots cycle has changed and isnt as good).

I did use my debit card to deposit too, so surely flags should of been raised at the point I tried to deposit?
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
They don't normally do things this way. You would usually get asked for documents upon your first withdrawal.

If the self exclusion was because of a gambling problem, this is something that should be checked at the point of registration. Allowing play to continue whilst they check can lead the player to think they were only checked when they were winning, and had they lost, the casino would have kept quiet and kept the deposit.

If it was a fixed period exclusion, not related to a gambling problem, it should drop off any database once that period has passed.


It seems that using these self exclusion options or asking for accounts to be closed merely because one wants a break for a while, maybe because their luck seems stuck in a bad mode, leaves players open to other casinos seemingly at random picking up on this and assuming that gambling problems have been the issue.

I don't recall Mummy's Gold having had a previous incarnation, so if you didn't sign up before there, you don't have duplicate accounts.

The other possibilty is that the debit card appears to belong to someone else, and this too would trigger an anti fraud response like the immediate locking of the account.

As eCogra members, they have 14 days to resolve this internally, after which you can make a complaint to eCogra.

I once had a bullshit "investigation" at Prime casino over £500 a week or two after they had quite happily paid out over 6 grand. I simply emailed them back that I was aware of eGap requirements, and that I would give them the stated 14 days to complete their investigations before taking the matter further. I got paid the next working day;) This made me suspect this was more of a "fishing expedition" rather than some flag they had found, and I have had this happen only twice whilst playing online, and BOTH times were at Palace Group owned or operated casinos (the other being Spin Palace).

They do strike me as being "trigger happy" when it comes to such matters, so yes, it is "a bit harsh".
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
Thanks VWM... I salute you as always with your excellent, experienced words.

"I don't recall Mummy's Gold having had a previous incarnation, so if you didn't sign up before there, you don't have duplicate accounts."

indeed im 99.9% certain thats the case. I know in recent times only MG I have played at is 32red, as I of course kept loyal to them for ages, before that it was Nedplay, 7 sultans (think it was called that) and some of the casinorewards group. If it was the case of a dupe account I can hold my hands up and say sorry, although... nowadays casinos change their names and logos more often than not and theres confusion. Take the amount of casinos with "red" in their name. If someone held an account 5 or more hears ago at 1, closed it... and a certain casino changes platform, name slightly maybe, or logo, people wont remember.


I think I would again hold my hands up and say "wasnt my day" had that free chip bust me out (even in threads where I have lost, I have always usually admitted luck isnt on my side and I lost fare and square). The slot was in a good cycle, multiple bonus rounds in quick succession, every 2nd spin was a win more than my bet value, I could of taken out lots more. The cycle whenever the account is sorted though may be poor and my balance could be wiped clean in 5 mins
 
Sounds iffy. If they do void your play, then they should certainly return any deposits you had made. This happened to me elsewhere before when I accidently opened a double account not knowing they were sister companies, and all my play was made null and void - including return of my deposits, and wins taken away.
I hope this gets worked out - keep us posted.
Never heard of Mummys Gold actually until now.
 

GOCC

Banned User - violation of <a href="http://www.cas
Joined
Jul 19, 2005
Location
UK
So you self excluded for a reason (Presume a gambling problem but not sure) so why are you still gambling if this was the case?
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
So you self excluded for a reason (Presume a gambling problem but not sure) so why are you still gambling if this was the case?


Its unknown weather I self excluded. I don't have a problem at all... However I usually self exclude from bad casinos.

If im playing somewhere and I have a bad session, support was poor, things were bad at the casino, in the past I have closed accounts. However closing accounts does nothing. It simply keeps the account open, does not allow you to login but at any point you can go to the casino again, unlock the account or make a new account and play as usual.

Lets say I had dealings with a casino 5 years ago. The support was bad, payouts slow, and they were not what I expected out of a casino. I would wash my hands of them for good. However if I just closed the account... years could pass. They could change logo's, their name slightly and I could forget I ever played at them. I could open an account and have the same rubbish as before.

Self exclusion is exactly that. It means the account is closed, details should be blacklisted and you can simply not play at that casino again. Many casinos that I self excluded at years back for the above reasons honored the exclusion well. 2 in particular changed their names and their logo since then. I signed up believing I hadnt played there before... Account was locked before I even got a chance to deposit and when I messaged support they explained I had excluded when they were called something different and I was able to remember exactly why I decided to never play there again.

In the instance at Mummys gold, I believe they should refund the deposits. Had I lost with the free chip and then my account was locked I wouldnt expect anything. But with the free chip I was doing well, had a higher balance than my deposits and it was more likely than not that I would of met WR. Reinstating the account and the balance now (which its 24 hours since my account was locked but still no contact from them) would give my game play a different outcome and I may lose the balance when yesterday I could of cleared WR with the slot being in a good RTP cycle
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
If im playing somewhere and I have a bad session, support was poor, things were bad at the casino, in the past I have closed accounts. However closing accounts does nothing. It simply keeps the account open, does not allow you to login but at any point you can go to the casino again, unlock the account or make a new account and play as usual.

I got stuck on this you said since it's wrong.
You maybe can open up your old account and continue to play, but if you open up a new it's of course multiple accounts and you will be denied if you win.
They will probably not even notice until you try to cash out because some details when you signed up again could be changed.

This is also the reason why you always should keep track on where you have signed up once, and what account you have closed.
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
I got stuck on this you said since it's wrong.
You maybe can open up your old account and continue to play, but if you open up a new it's of course multiple accounts and you will be denied if you win.
They will probably not even notice until you try to cash out because some details when you signed up again could be changed.

This is also the reason why you always should keep track on where you have signed up once, and what account you have closed.

Ahh I see. I didnt know that but still it goes to show... "closing" your account doesnt actually close it. So basically "self excluding" = closing account. "Closing account" = Just having it locked for a while.

Half the time with casinos they say your account is closed when you ask for it to be closed... So if it actually was closed, opening another account wouldnt be a problem as the old account wouldnt exist anymore.

To be honest, in basically 10 years of gambling online I can never keep track of what casinos I played at. Must of gone through 50 or more casinos that I have deposited at, plus 100's more which I have accounts on where I claimed signup free chips/free spins. Casino's should have better systems to detect things.

At mummys gold, theres next to no chance its a dupe account. "Mummys gold" is quite a unique name so its something I would probably remember doing. Only thing I can think of is a self exclusion at some point at a sister site in the same group as I didnt realise Mummys gold was part of a group.

Obviously if it was this, their systems worked in detecting I should not of been playing there, so why was it only locked after 2 deposits and a long chat with support who checked and were verifying my account with no problems before issuing the free chip.
 

GOCC

Banned User - violation of <a href="http://www.cas
Joined
Jul 19, 2005
Location
UK
I do like how its always the casinos fault that they never noted that you had played there before. I mean, of the 30 million on the planet, you would think their database would be a bit more robust.

Plus you say you only self exclude from bad casinos? Sorry, but that, IMO, doesnt ring true. If a casino is bad, its easy not to go anywhere near it. I would imagine that you are on a database of a Self Excluded person.

Lets see where this ends up. Again, guesswork and supposition on something that we know nothing about.
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
I do like how its always the casinos fault that they never noted that you had played there before. I mean, of the 30 million on the planet, you would think their database would be a bit more robust.

Plus you say you only self exclude from bad casinos? Sorry, but that, IMO, doesnt ring true. If a casino is bad, its easy not to go anywhere near it. I would imagine that you are on a database of a Self Excluded person.

Lets see where this ends up. Again, guesswork and supposition on something that we know nothing about.



Well surely its up to them to have updated systems that keep logs of things like this? Half of them blame the delays in paying people on having to verify the player with the superb technology they have that can verify someone is legit by looking at their supposed ID card that has a photo on, which has no relevance and could be someone else's photo stuck overtop ;).

The question still boils down to why my account was locked.... Which is either down to a dupe account or because of a self exclusion at some point on 1 of their sister sites. Either way play should not of been allowed to happen, deposits should not of been accepted and it shouldnt of taken up until I was doing well and could of met WR on 1 of their free chips to lock the account.


Rubbish.

Again as I spoke about before. Casinos re-brand a lot of the time. For example there have been a few casinos that have been bad. A year or 2 later after having barely any custom they change their name, website design and logos in the hope of wiping away peoples bad opinions/memorys and getting more customers. I have actually been in that trap before so now I self exclude when problems occur.
 

sparkz

Dormant account
Joined
Dec 27, 2007
Location
Earth
Got in touch with live support as I had no email off them. They revealed it was because I had self excluded at a completely different MG casino ages ago.

"Kirsten: We share a a responsible gaming software with other casino's. It seems that you have been added to the self exclusion list in another casino"

I mentioned about why did it take that long to lock my account and they replied:

"We would have locked your account as soon as the notification of your previous account being locked was received by our Operations Department. I can have your account escalated and ask our Operations Department to have a look into this for you."

I explained, as it stands im down on my deposits and have money from a free chip on my account that I nearly met WR for but cant meet it because my accounts locked, then they said:

"Kirsten: We shall certainly have a look into this for you and contact you in the next 24hrs via email"


Thoughts?



What strikes me as suspicious is they said they share responsible gaming software with some other casinos. So of course this should flag and close accounts that have been self excluded elsewhere... However support even says when "Operations Department" received notification that I had an account that was locked at another casino. So its software to enforce responsible gambling, however they manually locked my account,
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I think they should give you your deposits back and then keep the account closed.
If you have self excluded from casinos in their group then they have to keep it that way.
You can ask when you did it and how long time it is for, and then maybe you can go back later.
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Got in touch with live support as I had no email off them. They revealed it was because I had self excluded at a completely different MG casino ages ago.

"Kirsten: We share a a responsible gaming software with other casino's. It seems that you have been added to the self exclusion list in another casino"

I mentioned about why did it take that long to lock my account and they replied:

"We would have locked your account as soon as the notification of your previous account being locked was received by our Operations Department. I can have your account escalated and ask our Operations Department to have a look into this for you."

I explained, as it stands im down on my deposits and have money from a free chip on my account that I nearly met WR for but cant meet it because my accounts locked, then they said:

"Kirsten: We shall certainly have a look into this for you and contact you in the next 24hrs via email"


Thoughts?



What strikes me as suspicious is they said they share responsible gaming software with some other casinos. So of course this should flag and close accounts that have been self excluded elsewhere... However support even says when "Operations Department" received notification that I had an account that was locked at another casino. So its software to enforce responsible gambling, however they manually locked my account,


It appears their software only notifies them rather than automatically locking the account. Given it is obviously a network-wide check, it is not instant.

It is probably to give the operator more discretion and avoid unnecessary angst if an account is locked in error. However, it is immaterial really.

There is no way the CSR initially could know that you had excluded elsewhere, so IMO they were not misleading you.

Your deposits should be returned.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Got in touch with live support as I had no email off them. They revealed it was because I had self excluded at a completely different MG casino ages ago.

"Kirsten: We share a a responsible gaming software with other casino's. It seems that you have been added to the self exclusion list in another casino"

I mentioned about why did it take that long to lock my account and they replied:

"We would have locked your account as soon as the notification of your previous account being locked was received by our Operations Department. I can have your account escalated and ask our Operations Department to have a look into this for you."

I explained, as it stands im down on my deposits and have money from a free chip on my account that I nearly met WR for but cant meet it because my accounts locked, then they said:

"Kirsten: We shall certainly have a look into this for you and contact you in the next 24hrs via email"


Thoughts?



What strikes me as suspicious is they said they share responsible gaming software with some other casinos. So of course this should flag and close accounts that have been self excluded elsewhere... However support even says when "Operations Department" received notification that I had an account that was locked at another casino. So its software to enforce responsible gambling, however they manually locked my account,

I think you are seriously misunderstanding the self exclude process. You are using it to force a casino to actually close and lock your account after they have provided poor service so that you will be tipped off if they try the rebranding trick to distance themselves from their past (you will have the account locked instantly).

Unfortunately, it doesn't work like this. You have already found that the locking isn't instant, so your intended aim of using it as a "rebranding detector" isn't going to work. Worse, it doesn't just exclude you from a group that is giving you poor service, it gets placed on an MGS wide database with means ANY MGS casino you play at, or sign up at, is likely to get a delayed notification from the network and lock your account.

Self exclusion should only be used to help strengthen willpower after realising you might have a gambling problem as this is how the networks interpret it.

Closing an account doesn't work because operators DON'T delete your data, but keep it on file for at least 6 years. Even with a self exclude, your data is kept on file. Operators are not going to stop keeping data like this as they use their database of past players, even those who close accounts or self exclude, to detect multiple account abuse where a player closes an account and opens another to have another go at the welcome bonus.

Rather than using self exclude in the future, when you find a casino has given you poor service, uninstall it and make a note somewhere as to why you decided to stop playing there. Note also the group to which the casino belongs. When some "new" casino catches your eye, refer back to these notes to see whether it is as "new" as it appears, or is just another skin from a poorly performing group you decided to ditch.

Add additional notes when you read elsewhere that a casino has rebranded, especially when it is one notorious for poor service. Quite a few players got burned when the "new" RTG casino "Ruby Slots" suddenly appeared with some aggressive marketing and spamming. It was in fact a rebranded Virtual casino, notorious for screwing over their players.

Rebranding of MGS casinos is much rarer, they tend instead to just move to Casino Rewards whilst retaining their original name, with a few closing altogether. A few groups have rebranded too, such as Belle Rock becoming Digimedia.
 

P.V.

Senior Member
webmeister
Joined
Apr 17, 2010
Location
Turn around...
I think you are seriously misunderstanding the self exclude process. You are using it to force a casino to actually close and lock your account after they have provided poor service so that you will be tipped off if they try the rebranding trick to distance themselves from their past (you will have the account locked instantly).

Unfortunately, it doesn't work like this. You have already found that the locking isn't instant, so your intended aim of using it as a "rebranding detector" isn't going to work. Worse, it doesn't just exclude you from a group that is giving you poor service, it gets placed on an MGS wide database with means ANY MGS casino you play at, or sign up at, is likely to get a delayed notification from the network and lock your account.

Self exclusion should only be used to help strengthen willpower after realising you might have a gambling problem as this is how the networks interpret it.

Closing an account doesn't work because operators DON'T delete your data, but keep it on file for at least 6 years. Even with a self exclude, your data is kept on file. Operators are not going to stop keeping data like this as they use their database of past players, even those who close accounts or self exclude, to detect multiple account abuse where a player closes an account and opens another to have another go at the welcome bonus.

Rather than using self exclude in the future, when you find a casino has given you poor service, uninstall it and make a note somewhere as to why you decided to stop playing there. Note also the group to which the casino belongs. When some "new" casino catches your eye, refer back to these notes to see whether it is as "new" as it appears, or is just another skin from a poorly performing group you decided to ditch.
Add additional notes when you read elsewhere that a casino has rebranded, especially when it is one notorious for poor service. Quite a few players got burned when the "new" RTG casino "Ruby Slots" suddenly appeared with some aggressive marketing and spamming. It was in fact a rebranded Virtual casino, notorious for screwing over their players.

Rebranding of MGS casinos is much rarer, they tend instead to just move to Casino Rewards whilst retaining their original name, with a few closing altogether. A few groups have rebranded too, such as Belle Rock becoming Digimedia.

Agreed, again there must become a difference between self exclusion, take a break and or close my account.

IMO - Self exclusion means I have a gambling problem and need to stop. Period.

Take a break can mean multiple things. Maybe I'm not doing well at a particular site so I request to take a break but in fact I'm doing well at some others, so take a break shouldn't be enforced at the other sites. Take a break should be on a site by site basis.

If there's no option to close an account, do as VWM said, uninstall and don't go back. Do not self exclude for this purpose.

This is a slight derail// What if player's had their own database to enter their experiences with different IGaming sites? VWM mentions taking notes but I think I can take this a step further and create a personal player database as to where you don't need to keep notes on paper but enter into your personal database.

IGaming sites keep databases on players, I'm pretty sure I can create your own personal database of your personal experiences with online gambling sites. It would be private to you only and your experiences and notes.

So an example would be: You'd enter your gaming experience, or details that you want to remember and the information would be accessible via a database search etc..

Sorry about the derail but I'm always looking for ways to help players and this caught my eye.

If interested start a thread about your player personal database and I'd be happy to see what I can do. Again just for clarification this will be your own personal database and not a shared database. :)
 
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