Ag Awards

Always Cool Casino - Not paying and closed my account

Complaint Info
Disputed casino Always Cool Casino
Reason Declined payment
Amount $ 173
Posted on July 12, 2014

Trying to withdraw and they told me i need to send a ticket which i have tried to do but when i try to attach verification documents it will not let me so i sent them by email and said that this is what i done when i submitted the ticket. the support team don't reply and they do not reply to emails. i attached my documents by email and the live chat told me that i need to send the documents in a ticket. I took pictures of the documents on my iphone and uploaded them. the live chat said they have nothing to do with withdrawals. What should i do as i am trying to withdraw 127.50 euros and they have now closed my account with an error saying ''Your account was deactivated because the email address associated with your account is not valid. You have used the maximum number of attempts allowed to reset your email address. Please contact customer service for further assistance.'' they have also blocked me from live chat as they did yesterday night

Posted on April 17, 2014

they unblocked my account telling me i couldnt use Hotmail email which im sure was an absolute lie but i gave them a Gmail email instead anyway. I have now managed to send the documents with the ticket. i needed to scan the documents and could not upload them as pictures like other casinos allow, so lucky my printer was working. i now need to wit and see if they respond to my ticket

Posted on May 31, 2014

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on May 31, 2014

i have been waiting for about 4 weeks since i was told that it could take up to 14 working days. they told me last week my ticket was near the front of the queue but because i keep updating to ask them questions it keeps going to the back and since then i have not updated so they could put the money in my skrill account but nothing is progressing it is staying in the casino account.
i submitted my ticket about 6 or 7 weeks ago and they will not pay out. what should i do

Posted on June 2, 2014


The account has been verified and payment was made this morning. To Resolve this matter.

Posted on June 3, 2014

Dear @paulieghost,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on June 3, 2014

yes i guess you can declare it solved. I finally got my money after having to reopen my complaint thank you ask gamblers i will never use that casino site again

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