I opened an account last week, deposited £1,000 via Entropay. I got my documents verified etc. and withdraw £1,955 via Entropay.
A few days later (Friday 6th March) I deposited £360 via entropay. After <24 hours of on/off playing, I luckily got my balance to £2,650. I requested this as a withdraw (withdraw id: 1543071338 - If I cannot put this here, please remove, I didn't want to put my actual casino username...).
On Saturday evening I went to check on my withdraw progress to see that my account is locked. I keep getting told on live chat it is a "management decision" and that "management will get back to you". It's now a couple of days later and I have no email, nor any reason for why my account is blocked.
I get the following message: "The login failed. Your user account is blocked. If you are a self excluded user you can contact support for withdrawing money" - I did double check before registering that I wasn't excluded with EveryMatrix, I even have an email from my last EveryMatrix casino, PlayHippo, back in December which states this as I queried this with them at the time. I now notice that that PlayHippo account is also closed due to a "decision by Payments & Risk Department" - From live chat. Not 100% quite sure why, I stopped playing with them and just left the account dormant for is now months. Can I assume these are related somehow? I'm not overly fussed about playing again after the poor customer service on live chat, but I am obviously concerned about my withdraw, When can I expect that to be processed?
So I've no idea why my account is locked. With such a large balance, it worries me when I get locked out for what seems like no reason :/
The fact the casino keep ignoring me on live chat is not helpful. I've no idea what is going on!