MajorTom Casino - Voided $3000 in winnings with unjustified accusations

RESOLVED
posted on April 8, 2015.

My problem with this casino happened in October 2014. Yes, I probably should of said something on here earlier but I honestly did not think about it. Instead I went on Pogg and Casino scam report. (both of which were unable to help me) To put it in a nutshell, I spent a few thousand dollars at this casino over a few months and then went to withdrawal $3000. I filled out all the necessary questions (I gamble at many casinos online and have for 20 years) I waited and after about a week the money was still in my account. That is when I started to email and call. Finally after about a week of getting the runaround I was told that I would not be getting my money, and my account would be locked because I had various accounts opened with this casino. I was like..."What? What do you mean? I have not opened up any other account besides this one account"!!! I was absolutely amazed and could not believe they were accusing me of this. Again, I have gambled at Fortune lounge, Casino Rewards, 888, Belle Rock and many others over the years. I have NEVER been accused of something like this in my life!!! Anyway, after many many many many phone calls and emails I just got completely discouraged and gave up. What more could I do? I live alone. Nobody....absolutely NOBODY had access to my laptop. The only possible explanation I could ever come up with was that somehow, someway my internet connection got crossed with other peoples?? Is that possible? Has anybody ever heard of something like that happening? Anyway, I finally gave up and just thought of this as a right off and a horrible online gambling experience. I have also not opened any new accounts at any new casinos since this happened. I'm terrified another casino would accuse me of this when I've done nothing wrong. I literally went so far to tell this casino I would pay for shipping to send them my laptop so they could have their professionals go over it completely to see that none of these so called people were on "my" lap top. I know thats a little far fetched and quite unrealistic but when you are being accused of something you have not done....its very frustrating. The customer service I got from this casino was HORRIBLE. People were HORRIBLE. I gave them at least 25 of my account numbers from many other casino groups and told them to check to see if this has ever happened to me in 20 years of online gaming, but they were nothing but rude and unhelpful and completely unsympathetic. They had made up their mind and that was that. Anyway, that is what happened with me with this casino and please, if this has happened to anybody else out there....please let me know. Thank you.

AskGamblers
posted on April 13, 2015.

Dear @Shelley123,
Any update considering your complaint? Thank you.

posted on April 13, 2015.

No, nothing yet. :-( Thank you

posted on April 13, 2015.

Dear Shelley123,

Thank you for your message.

I do apologize for any poor service you may have received previously with regards to this query.
I have now escalated this matter to my Risk and Security Team. As soon as they have completed reviewing the investigation on your account and provide me with feedback, i will update you directly via email and on this posting.
Please do allow us a few days to finalize the review and then respond to you.

Thank you for your patience on this matter.

Regards

Rithen
Casino Host

posted on April 14, 2015.

Ok I'll wait for your response

posted on April 17, 2015.

Dear Shelley123,

Thank you for your patience while we reviewed your query and account.

My Risk and Security Team and I have reviewed all the information and re-opened the investigation on your account.
After much deliberation and review, a decision was taken.
The decision has been taken to reopen your account and set your play status as it was previously.
Your account is now full and good standing with the casino.
We have also refunded your funds to your Major Tom Casino account as it was at the time of the closure.

Please do login now to your Major Tom Casino now and review all your account details and funds awaiting you.

You are welcome to contact our Live Chat support team who will be able to quickly verify your details and provide you with your login details.

Shelley123, we thank you again for your patience and understanding on this matter. We do apologize for any inconvenience you have incurred and assure you that you are now welcome to enjoy the casino and its sister casinos RedFlush Casino and Casino LaVida.

Regards
Rithen K
Casino Host

posted on April 17, 2015.

Wow. I am incredibly surprised! I was expecting a response back similar to what I went through back in 2014. Is it at all possible for you to tell me what happened and why Major Tom thought I had more then one account opened? (It scares me to even bring that up again....because I assure you, I did not) Anyway, As I said, I am in shock and very happy that your casino came through. Its really appreciated and it's restored my faith in online gaming for sure. (But I'll still be careful where I play and will always check them out with askgamblers first) Thank you very much, and yes, I will definitely come back and play with Major Tom. (I think in the future you will see that I gamble far more then this $3000 was worth) ;-)

posted on April 17, 2015.

Hi Shelley123,

Thank you for the message.

We had reopened the investigation based on new information that we had acquired with regards to your account and thus changed our decision accordingly.

I do hope that you enjoy playing at our Casinos and I have also sent you a message via email. Please do respond to this when you receive it.

regards

Rithen
Casino Host

posted on April 17, 2015.

Ok. I understand you don't really want to explain why I was accused of something I didn't do. I do get that. But shoot, it would just be really nice to know what went wrong (technical issues/problem with internet lines somehow crossing, dishonest employee that has been dealt with etc etc) But honestly, I do get why you would not want to say. I'm just very happy you resolved the issue. Thank you again. I'll contact Askgamblers to tell them the issue is resolved.

AskGamblers
posted on April 18, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.