Complaint #4 MajorTom Casino

Major Tom Casino - Irregular

By Avovila8

12 years ago

One month ago I played at Major Tom casino... I played only slots betting in the range of 5-10 euro per spin. Finally I withdrew 513 euro. Later my account was locked, I was told that my account will remain locked and I will not get not my winnings and not my deposit. Here is an explanation from the casino : "After reviewing your account and speaking to the player security department. I can confirm that the withdrawal on your account will not be processed due to irregular betting activities on your account.". As I told before I only played slots and there was absolutely nothing IRREGULAR in my gameplay. I am shocked by the treatment I got from this casinos. Are they really SO BAD?

Disputed Casino MajorTom Casino

Reason Declined payment

Amount €513

Discussion

Avovila8

• Czech Republic

12 years ago

"a similar style of play and abuse was found on several other accounts registered at our group of casinos".

My style of play is playing SLOTS. If this can be called ABUSE then your casinos must be AVOIDED. If you play slots at major tom casino and win- they will consider it an ABUSE. They will also confiscate your deposit for playing SLOTS. And when you ask for the reason- just read the replies of this casino representative. Actually he/she have no idea why my money was confiscated and copy/paste all kind of non-sense. He/she is just doing what his/her management told him/her to do.

Avovila8

• Czech Republic

12 years ago

I ask you to be more specific but you continue quoting me the parts of your terms and conditions without explaining how exactly it correlates with my gameplay. First, my gameplay was NOT "deliberate minimum risk, equal, zero marginal or hedge betting". Second, regarding the bet decrease rule- I did decrease it from 10 to 5.70. It is not a substantial decrease and this NON specific rule cannot to be applied to my gameplay. Now , since all your accusation has nothing to do with my gameplay- your casino must pay me my deposit as well as my winnings.

MajorTom Casino

• Representative

12 years ago

OK so you asked for more information here it is.. Askgamblers Please review and make your decision on this matter as we can’t keep going back and forth this will be our last response.
The terms that the player has violated are as follows:
• Observations of playing patterns such as the playing for deliberate minimum risk, equal, zero marginal or hedge betting may not be considered as playing in the appropriate spirit for the purposes of meeting bonus wagering requirements. Should the Casino deem that these practices have been utilized for the specific purpose of meeting wagering requirements, the casino reserves the right to withhold any cash in and/or confiscate all winnings? You Cleary were in breach of this term and your play showed this .
• The placing of high value bets with the intention of increasing your balance, then substantially decreasing the bet size while not substantially decreasing your bankroll.
This has been reviewed across our network database and a similar style of play and abuse was found on several other accounts registered at our group of casinos.
Based on the conclusions of the investigation of the Security and Risk Team, this account has been locked and all winnings has been confiscated accordingly.
This matter is now closed and there will be no further correspondence on the matter.

MajorTom Casino

• Representative

12 years ago

I will speak to Risk to see if they are willing to let you have some further information

MajorTom Casino Complaint Stats

Resolved 6 / 9

Avg. Amount $1,011

Avg. Complaint Duration 21 days

Avg. Response Time 2 days

MajorTom Casino Complaint Summary

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

So far, 4 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 21 days, while the average duration across all operators is 8 days.

MajorTom Casino Complaints

See all complaints for this casino

Voided $3000 in winnings with unjustified accusations

My problem with this casino happened in October 2014. Yes, I probably should of said something on here earlier but I honestly did not think about it. Instead I went on Pogg and Casino scam report. (both of which were unable to help me) To put it in a nutshell, I spent a few thousand dollars at this casino over a few months and then went to withdrawal $3000. I filled out all the necessary questions (I gamble at many casinos online and have for 20 years) I waited and after about a week the money was still in my account. That is when I started to email and call. Finally after about a week of getting the runaround I was told that I would not be getting my money, and my account would be locked because I had various accounts opened with this casino. I was like..."What? What do you mean? I have not opened up any other account besides this one account"!!! I was absolutely amazed and could not believe they were accusing me of this. Again, I have gambled at Fortune lounge, Casino Rewards, 888, Belle Rock and many others over the years. I have NEVER been accused of something like this in my life!!! Anyway, after many many many many phone calls and emails I just got completely discouraged and gave up. What more could I do? I live alone. Nobody....absolutely NOBODY had access to my laptop. The only possible explanation I could ever come up with was that somehow, someway my internet connection got crossed with other peoples?? Is that possible? Has anybody ever heard of something like that happening? Anyway, I finally gave up and just thought of this as a right off and a horrible online gambling experience. I have also not opened any new accounts at any new casinos since this happened. I'm terrified another casino would accuse me of this when I've done nothing wrong. I literally went so far to tell this casino I would pay for shipping to send them my laptop so they could have their professionals go over it completely to see that none of these so called people were on "my" lap top. I know thats a little far fetched and quite unrealistic but when you are being accused of something you have not done....its very frustrating. The customer service I got from this casino was HORRIBLE. People were HORRIBLE. I gave them at least 25 of my account numbers from many other casino groups and told them to check to see if this has ever happened to me in 20 years of online gaming, but they were nothing but rude and unhelpful and completely unsympathetic. They had made up their mind and that was that. Anyway, that is what happened with me with this casino and please, if this has happened to anybody else out there....please let me know. Thank you.

Resolved

$3,000

Giving me the runaround about my payment

Hello, I won in this casino. Then he turned to the online chat, I was told to send documents for verification. The documents have been successfully sent. 2 days later I again turned to the support and the operator has confirmed that the documents are successfully verified. I did cashing in online chat told me to expect up to 48 hours to process cashing. 2 days later I again turned to online chat, but now the operator said that my documents are not received, I am very surprised by this casino cheating! Today I re-sent the documents, but I think that the casino врет, so I lost all the money! Please provide help me !!!

Resolved

Misleading Slot Contest and 4000 Eur in Bonus Credits not given

I've joined this Casino a few months ago and joined their Slot Survivor Competition. It has a few steps and in each step i would get a prize. As you can see in one of the Screenshots, the Step 2 was 100 points and it gave me 1000 Loyalty Points. In the 7th Step (Other Screenshot) it should give me 4000 Bonus Casino Credits. I tought this was to good to be true so i've contacted the Live chat of this Casino in order to sort it out. The answer was simple: "Yes if in Step 7 you see that award, that's what you'll get!". So with such a bonus prize in prespective i've played A LOT of money in order to try to get that 3000 points! And yesterday i did it! but to my surprise when i claimed it it didn't offer me 4000 bonus credits, offering me 4000 loyalty points instead. So from the 2 screenshots you can see clearly that it's not a language problem, because in one step it was stated clearly 1000 LOYALTY POINTS and in the other 4000 Casino CREDITS. I've contacted the Live Chat and they're only offering me 20 Eur to compensate for their mistake! I found this Offensive! Offering me 20 eur instead of 4000. Please help me to solve this!

Unresolved

€4,000

Stalling Payment

I managed to build up a balance of about £700 at major tom in September, I submitted a partial withdrawal request of a part of the balance about 5-6 weeks ago, upon checking a couple of days later I noticed the balance had been returned. I assumed an I.T error so I resubmitted again and again noticed few days later it had been returned to my account with being notified. When I contacted them I was told that they needed verification documents, which I provided. On the 17th of last month (3 weeks ago) I was told my account was verified....I saved the live chat, here is an excerpt "MajorTom: thank you for holding, i see that the player security has verified your account ME: Thanks , so I should be able to withdraw a couple of hundred from my account now? MajorTom: yes you should be able to withdraw" So again I withdrew a partial amount and noticed this was on hold since, I have spoken to live chat support several times who just say this is with the payments team. I was told on live chat today that my withdrawel has again been returned to my account (again no communications received). I have been civil and polite during the past 6 weeks and provided everything they have required. After several weeks and several conversations my account remains open but I am unable to withdraw. There is no communication from them unless prompted. After hours of attempting to get this resolved I would like to raise a complaint with askgamblers in a bid to get this resolved Thanks S

Unresolved

£700

Deposit put into bonus balance?!

I joined the casino and made first deposit. A bonus was given for the deposit. I played different slots until I lost my complete balance (including bonus and cash balance). Then I went on to make another deposit for which I got another small bonus. I also lost it all and account balance was zero. I made a third deposit for which no bonus was given but my deposit went to bonus balance. I contacted casino to transfer my deposit to cash balance as no bonuses were given. Casino refuses to transfer my deposit to cash balance because they say that my first deposit bonus wagering requirements have not been completed. I argue that there should be no wagering requirements left as all of the bonus and first deposit were lost and no games are outstanding.

Resolved

Stalling Payout

Saturday 14 februari i won 400 euro in casino Major Tom and I made a withdraw of 400 euro . (The witdrawal was not showing in my transaction history). I asked on the chat wat identifcation papers were required and sent them by mail a scan of my pasport, of my creditcard and of a bill that was adressed to me, with my adress on it, as was told to me by customersupport at the chat. On monday 16 februari i spoke with someone called Mike on the chat to ask if everything was in order. Mike told me that he had to make a phonecall with me to complete the identicationprocess. So we spoke on the Phone, he asked some questions (name, emailadress, date of birth etc.) and told me that the identification proces was complete and that the money would be transferred to my banckaccount the next day. On thursday i asked again in the casino if the payment was done and spoke with Lee-Anne and she told me that my papers were not legalised and that i had to go to a notary public and get them all legalised. (This cost a lot of money). So is was angry and sent an angry complain mail to the customer support. I was answered by mail by someone named Craig and he told me not to worry and this was all a misunderstanding and they just didnt have an answer from the security department yet.

Then yesterday (monday 24 febr) i received the email hereunder and the 400 euro was transferred back into my casinoaccount. I witdrew again and now it is again 24 hours reversible. I dont believe they are going to pay me, and i would like to know if this is so, than i can stop worrying about it. Because this takes a lot of energy.

Greta here from Major Tom Casino.

Thank you very much for your query Iris, As you might have noticed your withdrawal was returned to your account. This was due to the fact that the banking processors at the casino were being changed.

We do sincerely apologize for the inconvenience cause.
Thank you for your understanding and co-operation in this matter>

Kind Regards

Greta
Casino Support Host
[email protected]

Resolved

€400

Won't Credit My Funds

It has been over a week since I deposited to my Major Tom account through ClickAndBuy, and the funds still have not been credited to my account. I have sent them my buyer receipt screenshot of my ClickAndBuy account transactions, and even confirmed with ClickAndBuy support that the funds went through, but Major Tom is not resolving this.

The last email I received from them was 6 days ago. This is not an acceptable way to run a Casino. Major Tom, please credit my funds back to my ClickAndBuy account... I no longer want to play at your casino as I don't think a customer should have to wait this long for a resolution with no response from support for 6 days.

Resolved

Major Tom Casino - Stalling payouts

My advice to players is to avoid Major Tom Casino. They stall payouts at first through a series of strange question and methods of verifying your account. After that is done, the payouts which are "normally within 24 hours" will not come.

I also find their games and payouts very low. I could be unlucky off course, but sometimes you just knowl you are getting an unfair game.

Resolved