Ag Awards

TouchMobile Casino - Refused to pay £14000 and locked my account without any proof

Complaint Info
Disputed casino TouchMobile Casino
Reason Declined payment
Amount £ 14000
Kc111 United Kingdom Message
Posted on November 2, 2016

I signed up to touch mobile, I took advantage of the £5 free no deposit bonus. Won nothing. I then deposited £10 and got the welcome bonus which I played through all wagering requirements and won £3000 so as per the 'maximum withdrawal' I withdrew £2000, I played with the other and won another £3000 so next day I withdrew £2000 and played again. I then won a massive £10,000. The first day I received a call congratulating me on my win, I was very excited (single mum near Xmas decided to try my luck and actually got some - so I thought) the next day I got another call, same thing (due to the second withdrawal)
Third day I went to withdraw another £2000 and couldn't get into my account, I contacted live chat who told me my account was 'under investigation and someone will contact me' they wouldn't tell me anymore.
So I waited thinking maybe they wanted ID or something...... No, I got an email saying that as I have been found to have multiple accounts 'with them and their sister sites' (assuming as I also have accounts with jackpot mobile, spin princess, Mayfair and coinfalls - all of which I have deposited to) then my account has been blocked and they will return the £10 original deposit.........
I emailed back to say i was not aware I couldn't play at their other sites and nowhere does it say so, and that I beleive they are only now 'finding this issue' because I have won, and that if that's the case then will they be closing my other accounts and returning all deposits I made to them..... I have had no response.
I am beyond heartbroken and disgusted.
I don't know how these people sleep at night, I know I can't!!!!

Kc111 United Kingdom Message
Posted on November 2, 2016

Spoke with customer services here and after looking at the terms on the sites it does say u can only have 1 nektan account. Very disappointed as they don't advertise this or try to stop you opening other accounts with their sister sites until you win,
But this complaint can be closed as, as discussed with the services there's nothing I can do about it :-(

Posted on November 2, 2016

AskGamblers Complaint Team has been informed by a player that she wasn't aware of casino's terms and conditions. Upon her request, we reject this complaint.

We consider this complaint officially closed.

TouchMobile Casino Complaints

Have trouble with TouchMobile Casino?

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy