Ag Awards

Casino Mate - locked account

Complaint Info
Disputed casino Casino Mate
Reason Account closure
Amount $ 20
Posted on February 6, 2015

I am really astounded by my experience with Casino Mate given the high regard it seems to have.

I got an email from them about some promotion,I had forgotten I registered with them and I actually contacted their support via live chart.Very helpful lady I chatted with following all security checks I retrieved my account details. I decided to deposit and try my luck ($20) the following day.. I managed to shift the $20 to around $55 and was suddenly locked out. I made contact with their support and this is a copy of our chart;


You are now chatting with Amanda


Amanda: Hi there.

Amanda: How may I assist you?

Me: hie i have been locked out of my account

Amanda: Please could you confirm your membership number?

Me: just a mo

Amanda: How are you today?

Me: fcmr*******

Amanda: One moment please I will be with you shotrly.

Amanda: Please could you confirm your First Name, Last Name, and Date of birth?

Me: **** *************

Amanda: Would you mind waiting a quick moment while I check my records?

Amanda: Thank you for you patience M******.

Amanda: I have checked your account M*****w and so that really your account has been because you have been deemed because you have been found to be high risk.

Amanda: Is there anything else I may assist you with?

Me: not understanding you,high risk of what

Me: my account has been done what you havent said

Me: read what you just typed not understanding it

Amanda: unfortunately I do not have all the details.

Me: details of what?

Me: you say my account has been..been what?

Me: read your statement

Me: are you there/

Amanda: I am so sorry about that .

Me: about what?

Amanda: hey only said that you have been deemed because of begin a high risk player that is only the information I can give you.

Me: so can i have my money back? i deposited yesterday

Me: after i had a chat with this platform and retrieved my account number after you sent me an can i have my money thet i deposited no qualms if you have decided to lock my account but i deposited yesterday and have a positive balance.can that be refunded/

Amanda: I will send an e=mail to the risk department the will be able to help you.

Posted on January 29, 2015

This case has been reopened upon casino's request and we would like to give it one last chance for a successful resolution.

Posted on January 29, 2015

Hi mdiz,

My name is Preston and I am the complaints manager for Casino Mate. I am currently reviewing all our unresolved complaints and would appreciate it if you could provide us with your Casino Account number or email address registered so that we can revisit your query.



Complaints Manager

Casino Mate

Posted on January 30, 2015

We send to the casino user's details.

Posted on January 30, 2015

Hi AskGamblers,

Please note that I have not received the users details, could you kindly resend the details to me so that I may look into the users complaint.



Complaints Manager

Casino Mate

Posted on February 6, 2015

Upon evidence that we received from a casino, this player was flagged as a high risk and casino close his/hers account. His/hers deposit was refunded. We consider this case closed and resolved.

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