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chuenwaichan submitted a complaint.
Closed due to inactivity of submitter.
Account Block and no withdrawl
I sign up my account last week, and won like $4000 but today it said my account was blocked, i called the customer service, but no help. Please help me.
I called them tonight as well, this person said they need to check my information, and i told him "ok". I gave him all my information and he said it don't match their system, and ask this is fraud, and ask he would give me back the 100$ deposit. I am very sure that iam the person that sign up the account, and the same person that put in the deposit. Please help me...
My name is Noah and I am the online rep for Rome and Diceland casinos.
I was distraught to see this post and would like to investigate on your behalf, I'm sure we can clear this up, and that's what I'm here for.
Can you please send me your user name or email address to: email@example.com - Once you do I will immediately begin.
Noah, the email with players details has been sent to at Wed, Sep 14, 2011 at 9:25 PM and I have resent it now again.
Regarding the matter of account closure, here are the details:
The player was first tagged as high risk. He made his first and only deposit on 12/09/11 00:45 for $98.45.
There was a name mismatch on his credit card, and after investigating, the risk department found that the email address used actually belonged to someone else. The risk department found the account to be of high risk and according to out policy they immediately refunded the player. This was one day later - the 13th.
After that, a last attempt was made to verify the player's details by phone, he was unable to verify his credit card information, which for the casino meant that this is a fraudulent player. The refund went ahead and winnings were banned.
I am sorry for the unpleasant experience, but the player failed identity verification and according to most casinos security policy - the account is then closed.
Thank you for reply Noah.
We have two statments here:
1) Player tried to call casino's customer support
2) Casino tried to call player in order to verify credit card information
We would kindly ask submitter to exmplain his statement.
When i first sign up the account, I was told they going to call me, but never got a call. I then tried to call the customer service on the 13th which they told me to call the next day, so i called them the next day but before i call them i notice my account was block and i ask them whats going on? I never got a call from them. Like Noah said, i didn't provide them the credit card information, but i don't have the credit card on me then and asked him if i can call him back later to provide him the credit card number, but he said no and said this is fraud, and i also ask him if i can have a statement if the bank to verify it for me that i am that person, and unfortunately the answer is no, so that's why i contact askgamblers.com hoping that you could help me to resolve this matter...One last question... So there is anyway i can recover this account?even through verify from the bank? Please let me know...
Chuenwaichan, by our huge past experience, unfortunately, fraud is a very commont occurrence in this business.
Fake IDs, unauthorized use of another persons credit cards etc, so casinos are very careful in this matter.
The coincidence is that you have a winning in this case, after which your account is blocked.
If you provide all neccessarily documents that proofs your identity, I'm sure that you will find a common language with Rome Casino to reopen your account.
So is there anyway that i can provide you with document that prove this is me? Please let me know what kind of document you require from me if that could be possible??
I will send you an email shortly and tell you exactly what is needed. I can make no promises, as you used an email that didn't belong to you and right now your profile fits risk criteria, it will be the decision of the fraud department.
Have you sent me the document require yet? i dont seem to see it.
Its been sent to you. I'll await them and we'll take it from there.
Document has been sent, Please let me know what else you need.
After some deliberation, I regret to inform you that the account will remain closed. The risk department was not satisfied that this is the father and not the son. Email address was registered to the use of the son and since it is possible and relatively easy for the son to take and scan the docs of the father, the risk department has decided that the decision stands. I'm sorry, I know this isn't what you'd like to hear, but this is the final decision in the matter.
The reason i had my son email is because i do not check my email regularly, and i don't want to miss any newsletter or special offer from Rome casino.I will email the document using my email address if is necessary. I just don't understand why, i use real money to gamble with you guys, and end up into a mess. This is very ridiculous. I really feel like i am getting scam right now, all the information i provide match with the bank and its really all i need to provide that i am that person or Do you guys just not to give me my winning?
I'm sorry Chan, but online Casinos are very sensitive to fraud, as it happens all the time. The way this was carried out it raised a number of red flags, and the risk department made a decision. I understand how you feel but this is a risk they could not take.
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