Approved withdrawals still unpaid after 6 months

Dear all,

Following a careful review of valid information and proof presented by Captain Jack Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

Tawni--

  Nowww wait a minute!! I'd like to respond to that!

    Did your Fraud Team explain to you how one of your Own VIP Team members by the name of: Mr. MASON GREY For some UNEXPLAINED reasons took it UPON himself on September 15th, 2020 the Act of changing my Last Name from Hernandez- to- Cuello [ Which was INCORRECT] acrosss all my Casino Accounts without my Acknowledgement? Causing it to look like multiple accounts with different names? This was NOT done by me. This was done by him as we All know once you sign-up to a casino You CANNOT Edit your name yourself unless documents are sent in.

Causing Alsoo my Accounts to go under Review by Ms. Lauren Williams from the Payouts Dept. [ this caused inconsistency with my personal information causing to look as multiple accounts].

Did the Fraud team mention to you these actions by Mr. Mason Grey from VIP team?
I bet Not!

  And then the Following day he did it again he changed it from Cuello to just the letter " C" as That caused Even moreee problems for me preventing me to make anyyy deposit., [ As the parameter last name length was less than required min. Length]. I have a pictures of this evidence.

This is when the wholeeee mess started,..Thanks to Mr. Mason Grey who freely changed my Last Name incorrectly a couple of times without my knowledge. The Next day my accounts went under Review by Ms.. Lauren Williams from Payouts Dept.

Thankfully, I had all this explained to [ Ms. Lauren Williams] in a longggg email from a couple of months ago explaining how Mr. Mason's Grey freely changed my Last Name incorrectly across all my accounts without my knowledge..And Not just once acouple of times.  [Askgamblers I can send you evidence of that email].

   Alsooo,..On the other hand,.. I have an email from their Finance Team stating a List of my Usernames pertaining to each Active Casino Account. I have NEVER gotten Paid under Two different Usernames Pertaining to the same Casino. 
[Askgamblers I can send you proof of that email as well]. 

If I ever generated any other accounts under my Name during the 1 year period ( which I had forgotten about ) it's solely purpose was due to forgotten passwords or trouble signing in with NO bad intent of abusing or defrauding the system. Those Accounts were never used with any bad intentions and NO Withdrawals requests were EVER made on Any of them.

  I have ONLYYY used One Active Casino Account  to Actively play, make deposits, and withdrawal from. 

And to clarify to what you said earlier Tawni "  how it was quite interesting how carefully I worded this: "I have One Active Account per Casino Account" 

  Well,  the ONLY REASON I mentioned it to you is because During my 90-days Review with Ms. Williams I was asked by her to state each of my Active Usernames per Casino Account inorder to keep my accounts [as they requested it every 3 months].. I just thought you'd needed to know that for my claim ?,.. that's all.

It's incredible how When I was depositing thousands of dollars throughout their Casino brands they DIDN'T seem to have ANY PROBLEMS with ANY of my Accounts,?? Right?? ..And Nowww that I have big wins across all their brands, Nowww suddenly they do? ...Interesting ?

  I feel Enraged, Deceived, And Tricked by the Casinos after All this time. I feel they Cheated me out of BOTH my approved winnings plusss All the deposits I made during this past year. Unbelievable!!

Really Niceee Job what they did to me! First Mr. Mason Grey changes my Last name Without my Acknowledgement causing my accounts to go under Review, and Nowww, they deceided to keep BOTH my winnings plus all the thousands of dollars in deposits I made during one whole year!! Unbelievable!! These are Typical Actions coming from dishonest Casino Operators.

This is really UNFAIR as my accounts had my name changed by their own VIP Manager without my Acknowledgement or Consent. for them to come back with these Accusations towards me. I believe they should have checked what Mr.. Grey did to my accounts first before throwing these Accusations out there..

Your Casinos are the Ones who are committing the Injustice against me, BY NOT taking the time to investigate Mr. Mason's Grey's Actions.

I honestly believe my accounts got sabotaged by Mr. Mason Grey and nobody Looked into that,.. as it caused inconsistency with my personal information causing it to look as multiple accounts,..while it went under Review. This is Unbelievable & Unacceptable what they did to me and I Don't believe they are justified.
SO UNFAIR!!

Hi Janet--

Before I get into what has caused the fraud investigation, I feel it's fair to respond to what you've written in your last reply...

Generally, fraud reviews are quite expeditious. There was so much involved in this, which has proven the severity of the situation.

While you may feel $4000 wins are 'big wins,' I've resolved claims over a quarter million dollars. Had your withdrawals not have been tainted by your abuse, your withdrawals would have been paid without a second thought.

It's quite interesting how carefully you worded this: "I have One Active Account per Casino Account." While in some cases this may be true, in most cases it's absolutely false. I have pages and pages of multiple accounts across our network which you've opened. Many of these were opened within a few days of each other. This goes strictly against our terms and conditions:

General Terms & Conditions for Membership

5. Only one real account per Player is permitted. Multiple accounts will be closed. Players who register multiple accounts (including accounts with different personal details) will not be eligible to receive any winnings, and all withdrawals will be cancelled.

12. The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:
a. If there is evidence to suggest that you have more than one active account for the Casino;

--

I'm not permitted to speak about other concerns which our Fraud team has regarding you and the accounts you've opened. It is well within our rights to take the severe actions against you, given what I've already explained.

I'll be sending the necessary evidence to AskGamblers management as proof what I've stated is accurate. There will be no further discussion regarding this.

Tawni

Whatttttt?!!.. How Dare they make a False Accusation like that about me!! Are they Crazzyy!! Frauddd?!! I have Never done Any Fraudulent Activities to Any of their Casinos! NONE!! 

NO Fraudulent Transactions have been made by me towards ANY of their Casinos! How dare they accuse me of such a heinous Act!. ( All the deposits made by me to ALL their Casinos [ Prism, Captain Jack, Planet 7, Royal Ace and ALL their sisters Casinos were made with my crédit cards  AUTHORIZED by me and are UNDER my Name ONLY.

During the 90-days Review Ms.Lauren Williams from Payouts Dept conducted across all my accounts I personally sent her my bankstatement and my Credentials so she could verify and validate the Authenticity of Both my Name and Bank Account information.
I also called all my credit cards to Make Sure NO ISSUES were present. They said All my deposits went through free and clear with zero Chargebacks! 

I have One Active Account per Casino Account. I have an email sent to me by your Finance Team [ Ms. Evgenia ] that I can show you where she Lists each and everyone of my Active Usernames per Casino Account. This was sent to me by her when I requested the transaction numbers for my withdrawals to be matched back to each Casino Account.

Plusss, Tawni I was NEVER Told by Anyoneee that my accounts were under any type of investigation??. On the contrary they kept saying my Accounts were in Good Standing.

I cannot believe these people think because I have ( WON BIG MONEY) there has to be Fraud involved!  OMG! I'm still in Shock!! These people are Nuts!!!

Listen Tawni All the Money I have deposited across Alllll their Casinos is my own money, plus I've even redeposited all my winnings Back into their Casinos. There's NO money Laundering activities involved here! Nothing! What Fraud are they talking about?!!

I Live alone with my 65 year old mother who depends on me as I'm her caretaker and I would Neverr Everrr even think about being involved in any type of heinous Acts like Fraud, Money Laundering, or Any Fraudulent Activities that would jeopardize my future with her. This is Reallyyy Offensive to me!!

All my documents + bankwire info were verified by BOTH your Documents + Finance Dept... NO STOLEN Identities here. 

This is What I get after being such a Loyal Player to them?!! This is unbelievable!! Reallyyy Unbelievable!! 

And Yesss I've been on a daily basis with Live Chat for over 9 monthsss now trying to get Paid Because l have WON that money Fair and Square! 

If anyone is he committing Fraud and an Injustice here it’s your Casino as they are trying to keep BOTH my winnings and my Thousands of dollars spent in deposits! 

I cannot wait to see what that report saids! 

I'm verryyyy Disappointed & Disgusted at the Complete Lack of Respect these Casinos Operators have towards their Loyal Players [ Like myself]  who fund their business with thousands of dollars in deposits through-out monthsss. For them to come back now with this Accusation to prevent themselves from Not paying! 

    Just because I have Big Wins across their accounts does NOT mean I committed any type of Fraud!­! U­nbe­lie­vab­le!!.. I'm still in Shock about your response Tawni !!

How Dare they accuse me of something so heinous that I DIDN'T DO !!..That's Verryy Disrespectful towards me !!