Slots of Vegas Casino - Blocked my account with $800?!

RESOLVED
vics28 Spain
posted on May 22, 2014.

Last year I opened an account while I was living in the UK and I started playing and making deposits. I sent them the documents and my account was verified. Everything all right...but,... a few months ago I moved to Spain (my home), a few weeks ago I started playing again...and after 3 deposits made and with 800$ in my account they block me the acces to the casino. I couldn't log in. It said to contact customer service for details.

They told me that I was playing in Spain and the account was opened in UK, and they asked me to send documents with my new adress and the credit cards details again.

Once I did it, there was no answer for days. I started contacting to live chat support, and I always got the same response (to wait 24-48h).

After 1 week, I asked them the manager email, and I sent him an email explaining the issue.

She asked me that for fraud reasons and wasn't able to login again in the casino. He told me that they'll give me back the deposits (I guess is gonna be my last deposit of 50$).

I reply telling him that is not fair. I had 800$, and the documents were good.

Nobody explained to me why..and I keep asking them to contact me to explained what is the problem and I'll try to solve to them....but no answer at all.

What should I do??

posted on June 2, 2014.

Hi vics28,

I'm very sorry about the delay on this, but actually, it worked in your favor.

There were many red flags in this, having to do with confusion over your addresses and phone numbers, which initially directed this to our fraud team.

After careful review of everything (including your accounts with our other casinos), we've determined that this is not a case of fraud and as such, your withdrawal has been approved. The payment has gone to processing and you should receive payment, next week.

All the best,

Tawni

vics28 Spain
posted on June 2, 2014.

Hi Tawni,

thank you very much for checking the issue again. I am relieved now.
I was very upset because I knew that I did not do anything wrong.

Really, thank you very much. I'll keep playing in your casino.

Victor

posted on June 3, 2014.

Hi Victor,

You are welcome. Please let me know if you need further assistance.

Congratulations on you win,

Tawni

AskGamblers
posted on June 3, 2014.

Dear @vics28,
Is this problem solved, can we close this complaint? Thank you.

vics28 Spain
posted on June 4, 2014.

Hi Tawni, I could log in again to the casino but I am not allowed to deposit.
I contact customer service, and they say the same. That my account is closed.
I told the that the issue seemed to be solved. But they don't know about it.

So, what's the situation? I've got my winnings back but I cannot play anymore?
Please, could you check it?

Sorry for the new inconvenience.

Regards,

Victor

posted on June 6, 2014.

Hi Victor,

I'm sorry you've gone through some frustration with this. I've checked into this situation and it's been reported back to me that all should be fine, now--your account should be unblocked. If you still experience troubles with this, please let me know.

All the best,

Tawni

AskGamblers
posted on June 9, 2014.

Any update about this complaint?

vics28 Spain
posted on June 9, 2014.

Hi,
I am contacting to them in 2 hours because I can't deposit and a manager has to give a permission.
It should be all right but I'd prefer to wait till everything is sorted it out.

If everything is ok, I'll close the complaint straight away.

posted on June 12, 2014.

Hi vics28,

Would you please let me know if you require any further assistance.

Thanks,

Tawni

AskGamblers
posted on June 16, 2014.

Any update about this complaint?

vics28 Spain
posted on June 17, 2014.

Hi Tawni,
everything is ok.

Thank you

Víctor