Complaint #13 Casino Mate

Casino Funds Confiscation.

By fahraavdakovic

11 years ago

I opened an account about a month ago at casino mate. For some reason they did not offer ecopayz within their banking deposit options at the time so I declined to deposit. Yesterday Aug 19, 2015 I checked again if they had it and they did. My account was opened in Canadian dollars but all of my ecopayz funds were in USD so I asked support if it would be okay to close the account I had opened a month before and open a new one in USD. They said no problem and did this for me. So I signed up and deposited 100 and got 100% match, then 25 and got 200% match, then 20 for a 25% match and then 30 for a 50% match. I had some seriously rotten luck and then ended up depositing another 40 to finish the slot I was playing. I ended up with only 81 and logged out for the night. I tried to log back in today and it said my account was locked. I spoke with chat support and they said that the security department deemed me a high risk player and would be in touch. They also stated my funds would be confiscated. I asked what I had done wrong and they did not elaborate. I had opened accounts at other vegas partner lounge casinos and received cashouts without issues and was a verified player there having had my ID/Utility bill verified.

Disputed Casino Casino Mate

Reason Declined payment

Discussion

AskGamblers

• Support Team

11 years ago

We can confirm that our Complaints Team has been provided with evidence on behalf Casino Mate management that player indeed breached casino terms and conditions and more specifically term #3.1.10 - ''If Players are found to be linked to one another via hardware, financial accounts and/or suspicious trends''. Players deposits have been duly returned.

The case is now Resolved and closed officially.

fahraavdakovic

11 years ago

This was my response to that email...

Thats ridiciulous, there is no way you "linked" me to anybody. Its possible I am in some kind of database as I have other accounts with microgaming casinos. I have started a complaint at ask gamblers, I want my deposits returned as you clearly had no intention of paying me out anyway. If you are claiming I am linked to other players, please name them. Give me their names other wise to me it seems that you are simply making this up in order to steal my funds because no matter how you slice it thats what this is at the end of the day, theft.

This is a very bad business model, you close accounts and steal funds without giving any kind of substance behind it, just some vague allegation over $80 dollars. You are willing to put your reputation on the line for $80 dollars? thats just silly. Anyway this has been escalated to other channels and I will be sharing this on ask gamblers with everyone on the internet so they know not to play at casino mate or vegas partner lounge.

Waiting for their response...

fahraavdakovic

11 years ago

"Dear XXXX
Thank you for your interest in Casino Mate Flash
For security reasons, I can not disclose the nature of our investigation or discuss the link between your account and several other users. I apologize for not being forthcoming with this information; but please understand that, given the nature of our business, it would not be wise for us to reveal our investigation strategy. Our risk team have deemed you to be a high risk player and have ruled that all game play and financial transacting to be null and void. Also any withdrawal made with the casino, will be confiscated
Unfortunately, due to several risk factors we cannot allow you access to your account and it will remain locked.
Please see our T&C’s under point 3.1 http://www.vegaspartnerlounge.com/terms.asp
I would also like to take this opportunity to apologize for the delay in resolving this matter as well the inconveniences caused during this time.
Regards,
Ernest,
Risk and Fraud
Casino Mate Flash
Vegas Partner Lounge"

Casino Mate Complaint Stats

Resolved 8 / 11

Avg. Amount $1,132

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Casino Mate Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 5 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Casino Mate Complaints

See all complaints for this casino

Casino 2 days still offline

Hi casino mate went offline 48 hours ago, and just before it did I finally made a withdrawal of $4000. I waited 12 hours to contact them and every 4 hours since I ring them and get the same answer each time, which is don’t worry it will be up and running again in 2-3 hours, so obviously, it’s a lie as it’s still not working. If you load their website the main one says under maintenance be back soon and any other link to their casino the page won’t load.

After 48 hours and being told by several operators at casino mate 2-3 hours which isn’t happening has now made me extremely worried. Hope you can find out what is going on please.

Kind regards < full name removed >

Unresolved

$4,000

Won't pay me my winnings

Hi,

I talked to the lawyer of my employers' restaurant and he told me to do this here.

thanks askgamblers for creating this opportunity, i have little hopes but better than nothing.

lawyers are expensive so i' ll try this way.

i created my account on casino-mate and houseofjack, since they belong together, on 21st of october 2018.

i was lucky to win on both sites on first deposit bonus, on mate 1700€ and on houseofjack a similar amount.

I played pollen party with 7,50€ per spin which is their maxbet and all fine.

Mate was rated good overall on the internet so i thought i could trust them.

however, this turned out to be wrong and i dont see other possibility.

i asked for withdrawal several times, even deposited some more money to play but my withdrawal was each time rejected.

now the status is AdminModification which i dont understand and they keep telling me its under investigation.

i got my first 900€ from house of jack but since then theyre also declining every withdrawal.

like 3000€ for me is much money i have to work 2 months for that and they take my money.

i contacted live support around 5 times, first they told me bills were blurry but i uploaded 3 different ones which is not easy because they dont take online-pdf-bills but i found some in my documents.

also, i talked to them on the phone on november 5th (last monday) and they told me all would be done and verified and stuff on wednesday (nov 7th).

now i have been waiting for over three weeks and they dont come to a solution.

support told me on the phone there were other accounts in the region etc. etc. but i dont know about that??

i just like to gamble in breaks from work and they took all my money and happiness about the win.

please help i attached below.

marin

< live chat transcripts removed, reason - containing sensitive personal information >

Unresolved

€1,700

Will not give me my winnings

I won 1400 euro at casino mate, but they wont pay out. I have sent them all the documents they wanted, and they got approved. They keep saying that they want to call me but they never do. This have been going on for weeks now, and im very tierd of it. I have been talking and getting legal advice and they told me to start here.

Unresolved