Ag Awards

CasinoPop - Locking my funds and deleting my account without consent

Posted on July 2, 2018

Hi Askgamblers and Casino Pop,

Please do not mention any email, name, address information in this complaint section due to privacy.

This complaint is regarding my current situation with Casino Pop.
I have a current balance of 3120GBP with Casino Pop, which I tried to withdraw for the past 3 days. I was told they are having "issues" with their ewallet account. They said to wait until they figured out the issue and my withdrawal would be processed within 12-24 hours.

Today, I tried logging in to play a few games and found I was deleted from their site, when inquired over chat.
I cannot mention the name of the chat rep because it seemed like he was constructing certain terms up as our chat proceeded; this matter can be discussed with the casino due to the privacy of the chat rep.

I would have greatly appreciated if they had not made an excuse of having issues with their payment provider, and an email from the financial department would have been pleasant instead of delaying the issue. Support mentioned :

My account was registered in pounds sterling and it was not allowed for my country. In order to send my withdrawal they require a bank statement to send the funds to my bank account and then make a new account with the correct currency.

A few points I would like mention in detail.
1. I had no idea regarding this, it would have been suitable on behalf of the casino if they had let the players know regarding this change in advance and before players proceeded to make a deposit.

2. Your terms and conditions were last updated 11th May 2018 , my account was created last year in 2017, I can't find the exact date because I am unable to see my transactions history at the casino. I can say I have not breached any of your terms and condition regarding this currency issue.

3. My account was verified and my withdrawal was sent to me in the currency my account was registered in. I have made multiple deposits, and withdrawn a few times in the same currency. I can't remember if they were before or after your terms were updated.

Please enable my account and/or send my current winnings back to my original payment method. After this has been cleared I have no issue making a new account with the right currency.
If there is a Casino rep, they may contact me regarding this matter or update here. If the casino would like to solve this matter in a proper and timely manner I would greatly appreciate it.

Thanks for your time.

Posted on July 3, 2018

Hi Askgamblers,

I ask you to discard this complaint please. Everything was solved around the same time of this complaint being processed.

Thank you

Posted on July 3, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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