Party Casino - Trying to steal 8097 US dollars (10377CDN) by closing my account

RESOLVED
Tayler Ver Canada
posted on March 18, 2015.

On March 6 I made two deposits of 2500 CDN into my partycasino account. I doubled my initial deposit playing blackjack and baccarat. On or around March 7th or 8th my account was limited due to security concerns. I did not receive and e-mail regarding this so I went to the party casinos webpage which told me to upload documents. I uploaded my driver’s licence and passport. I later got an e-mail that my files were accepted, although my account was still limited. I called in about this issue and was told my account was limited due to security concerns. I asked them what they wanted and they had told me to wait for the deposits to be seen on their side. I agreed and waited. I called in account to ask for an update and the story changed. They now required a bank statement from my online bank account. Stating I could blank out everything except the partycasino (pay pro) withdrawals. I did so and later was told that those bank statements were not acceptable. That I must go to my local bank and have them print out their bank statement, stamped and signed. I was told to black out everything but the withdrawals from pay pro. I did so and I was told that again those documents were not accepted. I then fixed the balance part and resent the documents as they requested. I was told my documents were accepted and that they were waiting for the deposits to go though. The deposits went through and I did not get any confirmation. I had to call in order to hear that they had received my deposit from my bank. At this moment they stated the account was still under investigation but did not tell me what for. They told me that it was not a fraud investigation. I requested them to state three things for my account. 1. There was no fraud investigation, 2. The documents I sent were sufficient and no more questions would need to come from the documents, and 3. The deposits have been settled in pay pro bank accounts. After I had gotten this I got a call from a man stating that there were more documents required and that my bank needed to provide a written letter stating what they wanted stated. Obviously i told them my bank does not provide documents like that and that they had told me multiple times they were only waiting for the payments to settle. I had caught them in a lie multiple times which made me concerned I was being misled. I was later told after I had to call in again that my account would no longer be activated and instead would be permanently banned and all my funds, including my deposit would be ceased. From the start I had to contact them and request clarification multiple times. I was misled and have e-mails, recorded phone conversations showing I was in the right. I am now trying to see exactly what they want to have them return my funds but so far have not received a straight answer.

AskGamblers
posted on March 20, 2015.

@tayler.ver, we have been informed by the casino management that you never sent them a clear bank statement (without blocking anything) and that is why your account was blocked. If that's the case, this is the only way to have this issue solved and you should forward such bank account statement to the casino, because they need to verify the transactions. Please, let us know when the statement is being sent.

Tayler Ver Canada
posted on March 20, 2015.

The purchases I made on my bank statement are very private and thus I do not want to release the full names. The blacking out serves as a privacy purpose and does not help or deter in anyway the current investigation. I will send askgamblers a private picture for their confirmation with the new limited blacking out and I sent in the following e-mail march 19th.

I would like to point out that I was told multiple times the bank statement i provided was accepted. The issue now is that my account has been permanently closed and my funds ceased. At this moment there has been no clear request from Partycasino regarding their wish on my bank statement.


I sent the following e-mail march 19th with a new bank statement with limited blacking out

Hello Party Casino,

I am extremely confused as to what exactly is going on with my Party Casino account. I was first told there would be no more requests for documents and that the security department was going to check with the cashier team to determine if the funds were received in their bank account from mine. I was told that as soon as those facts were confirmed my account would be reactivated within 2-3 hours. I then got had a conversation requesting more documents which went against the original conversation I had. This left me extremely confused and upset at the different stories I was being told by different people from different departments. I am trying to determine what exactly is being requested and what for so I can provide the proper documentation that you are requesting. If you require more documents please be clear and concise as what you would like.

Below I have my bank document with the least amount of blackout as well as my ID and Passport. In order to better assist the removal of confusion I have written this e-mail to outline what I believe in my best judgement were the events that have occurred. I hope Party Casino can understand this issue and with my new documents come to a clearer understanding.

As I have explained before that I had contacted my bank on or around March 8th regarding my account suspension and my concerns regarding the funds that were to be withdrawn. I was told that everything should be okay but that the phone department could not say either way and to wait to hear from my local bank. On Monday the bank told me that the transaction and further transfer would not be held as per Canadian bank regulations. At this moment they asked how many transactions were to occur to ensure that there would be no automatic block/flags on my account. I informed them that there would be one since I read that same day withdrawals would be combined. They also told me other things regarding the funds in case Party Casino refused to follow through with their written e-mail dated march 7th 2015.

My bank transferred the funds from my savings into my main checking. I later noticed on my bank account that there was indeed two transactions and contacted my bank my bank to make the appropriate adjustment. My bank told me that the transaction may have been blocked but that we would not know until the day after. I informed Party Casino that the second transaction might not go through since the transaction might have been flagged. I was unsure and said that the second transaction might be declined and to retry the transaction if there was a reversal.

I was told to also provide a bank statement. I informed Party Casino that bank statements are not released since I have online banking. I was told by Party Casino to take a screenshot and that it was okay to black out everything but the pay-pro transactions. Later I was told that those bank statements were not acceptable and that I must get one from my bank. I asked my bank for a statement and they gave me a printout on what they saw from their end, both signed and stamped. I sent that bank statement in with the same allowable blacked out spots, and again that statement was not accepted. I was then told to provide a utility bill but that changed to providing the same bank statement with the balances not blacked out. I sent in the same bank statement with the same level of blackout as before, but without the balances blacked out. I was told that this statement was acceptable and that the department was only waiting for the transactions to settle. On march 17 I was informed by the credit/security team that everything was good on my account and that they would check the deposit from the cashier team once confirmed would reactivate my account.

I was later told that my bank statement was not acceptable and that my account is permanently suspended and my funds ceased. I was later told after speaking to Party Casino management that they believed there was a grave miscommunication and mass confusion that they would again review this matter further.

I have looked into the matter with regard to the rules and policies of both Party Casino and the Gambling Act of Gibraltar and personally have found no reason to continue not to reactivate my account. I have spoken with representatives of the commissioner about my concerns. They advised me to write this e-mail showing all documents within reason to ensure the security team of Party Casino are satisfied with whatever they are investigating. They also stated that Party Casino must be clear on exactly what documents they require to satisfy their concerns and that the documents must be reasonable. I have also contacted my bank about this issue and they have told me to wait till Tuesday march 24th 2015 before they launch an investigation into the matter. I have also contacted the RCMP and told them of the issue and they have advised me to make a report when my bank decides to launch an investigation.

Please know that I take this matter seriously and I hope that the security team will be understanding. It is my hope that sane minds will prevail and my account will be reactivated and that we both can write this off as a mistake and a great learning experience.

Tayler Ver Canada
posted on March 23, 2015.

Uploaded bank doc that I sent to partycasino

Tayler Ver Canada
posted on March 23, 2015.

Bank document I sent to party casino.

Tayler Ver Canada
posted on March 24, 2015.

I received the following e-mail from partycasino march 21st in reply to my March 19th e-mail.

"Dear Tayler,

Thank you for contacting us and sending the documents.

This is to inform you that we have forwarded the details to management for final decision. This process will take 2-3 days after which your account will be communicate the outcome."


I waited three days and I received this e-mail dated March 24.

"Dear Tayler,

I apologize for the huge delay!

I`d like to inform you that your account will remain closed and the account balance confiscated till will receive a letter from the bank stating that the bank cleared the deposits you have made. In addition, we need a statement from your bank that any dispute claims in the future would not be acknowledged.

In case you have further questions, we will be more than happy to assist you. We are available 24/7.

Thank you for choosing us as your online gaming site.

Best regards,

David,

Customer Service

Gamble Responsibly"

I am going to my bank today to have them write a statement. I will upload it on Askgamblers as well as send it to Party Casino. Thankfully I have gotten a clear statement from Party Casino and it looks like there has been a genuine mistake. I am hopeful that we can resolve this issue as I enjoy playing on Party Casino. I will update as the process continues.

Tayler Ver Canada
posted on March 24, 2015.

March 24th I sent this e-mail with the following letter. Please note that this letter is redacted for security reasons and that the letter sent to partycasino is unredacted.

"Hello Party Casino,

I have attached a letter from my Bank representative stating what you requested.

Thank you,
Tayler **********"

I would like to have this issue resolved as Party Casino does have a good reputation and I would not want this error to taint that. I have held off any investigation until Party Casino has finished theirs.

Thank you AskGamblers,
Tayler **********

Tayler Ver Canada
posted on March 25, 2015.

I recieved this e-mail today march 25th.

"Dear Tayler,

Thank you for contacting Customer Service.

Please be informed that the necessary documents were received and verified and your account 'LottoXRP' has been reactivated.

Thank you for your cooperation!

In case you have further questions, we will be more than happy to assist you. We are available 24/7.

Thank you for choosing us as your online gaming site.

Best regards,

Rositsa,
Customer Service


Gamble Responsibly "

My account has been reactivated and my funds are there. I am attempting to make a withdrawal of funds. I will update if the withdrawal if approved. if it is I will consider this issue resolved peacefully.

Tayler Ver Canada
posted on March 28, 2015.

I was told march 27th that my deposit would either be accepted today or on monday morning. Please await confirmation before considering this situation solved peacefully.

Tayler Ver Canada
posted on March 28, 2015.

March 27th I received an email saying my withdrawals have been accepted for a total of 10000USD. I now consider this issue resolved peacefully.

AskGamblers
posted on March 28, 2015.

Based on the player last comment, we consider this complaint resolved and officially closed.