MajorTom Casino - Voided $3000 in winnings with unjustified accusations

Dear @Shelley123,
Any update considering your complaint? Thank you.

No, nothing yet. :-( Thank you

Dear Shelley123,

Thank you for your message.

I do apologize for any poor service you may have received previously with regards to this query.
I have now escalated this matter to my Risk and Security Team. As soon as they have completed reviewing the investigation on your account and provide me with feedback, i will update you directly via email and on this posting.
Please do allow us a few days to finalize the review and then respond to you.

Thank you for your patience on this matter.

Regards

Rithen
Casino Host

Ok I'll wait for your response

Dear Shelley123,

Thank you for your patience while we reviewed your query and account.

My Risk and Security Team and I have reviewed all the information and re-opened the investigation on your account.
After much deliberation and review, a decision was taken.
The decision has been taken to reopen your account and set your play status as it was previously.
Your account is now full and good standing with the casino.
We have also refunded your funds to your Major Tom Casino account as it was at the time of the closure.

Please do login now to your Major Tom Casino now and review all your account details and funds awaiting you.

You are welcome to contact our Live Chat support team who will be able to quickly verify your details and provide you with your login details.

Shelley123, we thank you again for your patience and understanding on this matter. We do apologize for any inconvenience you have incurred and assure you that you are now welcome to enjoy the casino and its sister casinos RedFlush Casino and Casino LaVida.

Regards
Rithen K
Casino Host

Wow. I am incredibly surprised! I was expecting a response back similar to what I went through back in 2014. Is it at all possible for you to tell me what happened and why Major Tom thought I had more then one account opened? (It scares me to even bring that up again....because I assure you, I did not) Anyway, As I said, I am in shock and very happy that your casino came through. Its really appreciated and it's restored my faith in online gaming for sure. (But I'll still be careful where I play and will always check them out with askgamblers first) Thank you very much, and yes, I will definitely come back and play with Major Tom. (I think in the future you will see that I gamble far more then this $3000 was worth) ;-)

Hi Shelley123,

Thank you for the message.

We had reopened the investigation based on new information that we had acquired with regards to your account and thus changed our decision accordingly.

I do hope that you enjoy playing at our Casinos and I have also sent you a message via email. Please do respond to this when you receive it.

regards

Rithen
Casino Host

Ok. I understand you don't really want to explain why I was accused of something I didn't do. I do get that. But shoot, it would just be really nice to know what went wrong (technical issues/problem with internet lines somehow crossing, dishonest employee that has been dealt with etc etc) But honestly, I do get why you would not want to say. I'm just very happy you resolved the issue. Thank you again. I'll contact Askgamblers to tell them the issue is resolved.

Based on player's last comment, we consider this case as resolved and it is now officially closed.