Ag Awards

Castle Casino closed my account down for "potential" fraudulent activity

Complaint Info
Disputed casino Castle Casino
Reason Account closure
Amount £ 770
kap888 United Kingdom Message
Posted on October 24, 2014

I joined Castle Casino on the 1st of October 2014 and played on their site for exactly one day. I deposited a total of £630 and wanted to withdraw approximately £770. I initially did ask for their bonus but when I realized the fold over amount I forfeited all bonuses to my account and played with my own money instead. After requesting for a withdrawal, I received an email congratulating me and asking me to verify my documents. Five hours later before having the chance to respond, I received a second email which was

Please be informed that our credit card processor has warned us and flagged your account for potential fraudulent activity.
For this reason, we decided to refund your deposits and voided all activity in your account. Please note that you have been permanently excluded from Castle Casino, you will not be allowed to play here again. We wish you good luck at another casino.

If we can help you with anything else, please feel free to let us know.

Thanks and best regards,

I tried to log onto my account and they have wiped all my information, my username does not exist. I spoke to one of their workers on live chat and she informed me I should be hearing from the payment team in 24 hours, two days now and still not a word.

Firstly, it states "potential" fraudulent activity, I have no idea what I did wrong for them to think this and they did not elaborate what they meant. I find it hard to believe that they can get away with this without even communicating with their customers and closing down an account without any hard proof. I do not know how to cheat and with a winning of £140 minus my deposit, that is hardly fraudulent.

They only offered to give back my deposits which still I have heard nothing of and out of principle despite how little or large the winning is, I want what I won fair and square.

This Casino has great customer service when you are a customer but once they throw you out, or deactivate your account and wipe all your details then good luck getting any response from them. I have never experienced anything remotely as bad as this from casinos and I am very insulted and disappointed that castle casino did this to me. I just want my money back and my winnings and for someone to actually contact me to tell me what the situation is. I do question if I had lost, would they have offered my deposits back?

Posted on October 10, 2014

Hi Kap888,

I’m sorry to hear you’re unhappy with the service you’ve received at Castle Casino. Our operators always try to help to the best of their ability, although sometimes they can only go on the information given.

I’ve had a look into this case and it seems that it was based on fraud assessment and request by the payment processor, rather than the casino management.

I’ve put in a request for further information and will report back as soon as this has been received.

I understand your frustration and will do my best to get this as quickly as possible. You can reach me directly on the email robert.du­[email protected]­cas­tle­cas­

Kind Regards,
Robert Dunn

kap888 United Kingdom Message
Posted on October 12, 2014

This case is not resolved yet. I am still waiting for further information regarding Robert Dunns email and will update the outcome.

Posted on October 16, 2014

Hi Kap888,

I can confirm that an email has been sent to you personally.

Kind Regards,
Robert Dunn

kap888 United Kingdom Message
Posted on October 18, 2014

Robert Dunn offered me a refund of my winnings through a different payment method and asked if I was happy to accept his offer. I have said yes because that was the whole point of this dispute however, two days now after my response and not a word..

Posted on October 20, 2014

I can confirm that this players winnings have been re credited yesterday on the 19/10/2014.

Subject to the usual KYC checks these will be available for full withdrawal via any of the e-wallet features available.

Best Regards,
Robert Dunn

Posted on October 23, 2014

Dear @kap888,
Can you confirm that you received your funds.

kap888 United Kingdom
Posted on October 23, 2014

Yes I can confirm my funds was re credited back to my account. Thank you.

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