Lucky 31 has closed my account with a balance of $4,545. Their reasoning is that I did not use my real name at the casino, which is absurd. I have two first names. I registered with the first of my two first names, as this is what I use day to day. When I sent my documents to verify my account, the casino asked me about this and I told them exactly this and was honestly puzzled as to why they were even asking me about such a minute detail. They responded with this email: "Thanks again for your email. Before any further do, we're treating you with all due respect. We also gave you the opportunity to express and explain yourself, however, the reasonable explanation never came. Based and stated in our Terms & Conditions, your account has been permanently closed and your funds blocked. We do not tolerate or accept inconsistencies at the registration point, we take it very seriously, as it could affect our business & reputation along the way." I want to give them the benefit of the doubt and think something got lost in translation somewhere, but this whole ordeal seems bizarre to me. It seems more likely they are just looking for any reason at all to keep my winnings. I hope I am being clear. It's kind of hard to explain this situation without putting out my personal details. I would be glad to private message you a more exact explanation.
As I said in the latest email, it is clearly a typo and in no way an attempt to misrepresent myself. Or maybe they are mistaken, I cant log into my account to verify what they say. I do have an account at casino extra, a sister casino, and can confirm that all of my information is correct there. For what its worth I have $3,546 in deposits at lucky 31 and no cashouts, and also $1,950 in deposits at casino extra with no cashouts. So if I supposedly did make some error when I registered that nullifies my account, at the very least I think I should receive my deposits back. Thanks for any help you can give me.