Account is Locked/Blocked Without Reason!

Hi llee,

I’d be surprised if you did agree with the casino’s position, however, I’ll go point by point and present you with more facts.

In your first paragraph you state: "That why my deposit and wining were all gone. Naturally, as a custom I was NOT happy and disappointed and I would complaint to the live chat customer service about what was going on. Because I felt it was not a safe place to gamble my money, I felt I was manipulated and treated unfairly in the game. And I asked that I wanted my money back."

Here is the transcript from that live chat:


llee_me: i have a complaint



llee_me: i was winning and suddenly i just kept losing every bet



llee_me: it is not fair to grabbed the winning like that



llee_me: I am trying to resolve it here with you. If not i am going to dispute my credit card next.



llee_me: please refund my money and close my account. I don't think this is fair.



llee_me: i was wining for almost 2 hours and that suddenly decline on every bet was unbelivable. clearly i was stalked or downplay by the program



llee_me: please refund me my original deposit and close my account



You made the statement “if not, I am going to dispute my credit card.” To any casino that statement would be viewed as a threat of a chargeback.

To your next point regarding birth dates. You had three separate accounts at Silver Oak and two separate accounts with Cool Cat. The three accounts at Silver Oak each had a different birthdate. The two at Cool Cat each had a different birthdate. Obviously, people can inadvertently transpose or mistake a number from time to time, but in your case five times? It would defy all probabilities that you would have such mistypes, but more predictably, you were hoping not to get caught out having multiple accounts.

You DID, however make a preemptive strike to make things right when you believed you were going to have a withdrawal at Silver Oak, by contacting live chat asking to have your birthdate changed to line up to what would be on your identification you would be providing. So yes, you did attempt to defraud the casino in this and thus, your winnings would be voided.

With the issue of your deposits not being processed, it is really a moot point. With Cool Cat (the casino you believed was rigged and threatened to chargeback with unless we refunded your deposit), as no deposit was ever received, none would be refunded.

At Silver Oak, there was no deposit processed, yet you insisted there was and you provided us with the billing descriptor. Here’s where you really tripped up, though: First, you gave a descriptor for American Express—you used a MasterCard when you attempted your deposit at Silver Oak. Second, none of our processors have locations in Azerbaijan.

At the end of the day, because you attempted to defraud the casino, your winnings were voided. Had your deposits been processed, we would have refunded those funds, but because the deposits were not processed, there is nothing to refund.

And of course, it makes perfect sense that we would block any further activity by you in all of our casinos, following this.


Tawni

This complaint has been reopened upon Submitter's request.

To readers, sorry for all the typos.

I attached the transaction records that I sent to Silver Oak, but the account manager said this was not from their processor. Therefore, I went ahead and contacted AMEX about this because this payment has been lost.