I will try to short the story as much as possible.
I had account here, fully verified.
Played one night, lost because there were some issues on their page, causing the balance to get to 0 and then I had to refresh to see it back. So it was impossible to actually win, since i was playing Live roullette.
I did a self exclusion for 6 months on the account.
Few days later, I chill out and said to give a second chance on this casino.
To be sure what are the steps, I opened a live chat with one of their agents.
He told me that the self excluded account won't be usable so if I want to play, I will have to create another one using different IP/E-mail.
Ok, did this.
Deposited 700 euro with Paysafecard, played Bacarrat. Was on 835 euro so i choosed to withdraw ( money were full wagered according to their terms).
The second day, instead of seeing the payout email confirmation, there was nothing.
When I tried to login on my account, It was closed.
I opened again Live chat and they asked me for Selfie+ id. I've offered it in the next minutes.
The reason they said that my account was closed is because I was not able to do a new account. Funny, right?
Since I am not able to contact manager nor security team, we can only chat with support, so that's what I did.
So before i was doing any action, i wanted to be sure that I am fine opening another account....but it seems their support don't even know their own rules.
So I fully trusted the support indications since they must know what they are saying. Each casino got different Rules and Terms so I ocasionally avoid to read everything. I read the most important parts of it.
Here is the first e-mail I've got from their manager. https://prnt.sc/hzqaoy
Even their manager confirmed that i was misinformed about creating a new account.
After few chats via e-mail with their manager, they asked me to provide the Paysafecards.
I sent them right away, waiting for an answer.
The next day, after i called Live chat several times, she e-mailed me saying this : http://prntscr.com/hzqf22
So, these guys are accusing me of criminal activity or whatever they accuse there, because i see no exact reason.
In lack of proofs against me, they prefer to abuse on their own Terms because they are entitled to close an account even if they "suspect" someone!! That's somethig imoral and it's more as a scam by their side. I know pretty well how the small casinos are working, specially the ones from Curacao, Cyprus or Malta...
Asked their support to provide me their phone number or a direct contact with those who took the decision, and the agent logged out!
I am unable to defend myself, I am unable to do anything and just to see how they steal my money.
I've never been in such an awkward situation.
Moreover, they also abuse of AskGamblers reviews, manipulating the customers to give them good reviews. That can be see on their spam e-mails.
I got this message: http://prntscr.com/hzqgzf like the 3rd time this week.
Please do not allow such scam systems to exist and help real gamblers to fight against them.
According to their Terms, no one can do them nothing!!!
Also, they are smart and chosed to accuse me of fraud because they are not forced to provide proofs to anyone. Or they can come up with anything since my account is closed and i can't post any proof from it.
I'm desperate to find a solution to recover my money since I did nothing wrong!
They don't assume any mistake, because I would never be in this sittuation of i wasn't misinformed. I could easily deposit them to other casino!
Please let me know what other files/ screens i can provide to support my cause.
I am willing to send anything is needed, just ask for it.