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Metro Play Casino - Freeze account keeping £1k

Complaint Info
Disputed casino Metro Play Casino
Reason Account closure
Posted on June 17, 2014

Played at Metrocasino, I deposit £1000, I get down to £217 or something and they lock my account as unverified, I tell them I have no documentation to provide to them and they cannot verify me otherwise therefore they should be refunding me my original deposit back.

Today they email me after lots of messing about telling me that my account is locked as unverified but they will only be returning to me what's left in my account. Correct me if I am wrong but they should be returning to me the FULL deposit of £1000 or they are clearly allowing an unverified casino user gamble money which is NOT verified. So METRO casino you cannot do both.

Therefore either unlock my account as you seem to have information regarding otherwise that you can just release what is left as my balance from my initial deposit or refund my £1000.

This is damn right fraud.....

Casinos online these days - the majority are nothing more than legal scam artists. Some, like this one. I wouldn't even call legal. Not even by their own license laws.

Posted on November 25, 2013

Thank you for the opportunity to reply to your customer.

As a matter of course we do not discuss specific details of customers’ accounts however I can divulge the following generic information regarding player verification which can also be found in our Terms & Conditions, https:­//a­cco­­tro­pla­y.c­o.u­k/t­erm­s-a­nd-­con­ditions

As with all reputable online eGaming Operators, we are required, by law to verify the name, age and address of all of our depositing customers.

To make this a hassle free experience for our customers we carry out a number of online checks. Where we are unable to verify the customer online we request verification documents from the customer, the same process you would follow if you were opening a bank account.

We know this can be a nuisance to some customers so we allow a discretionary grace period where the account will remain active until those documents are received. If they aren't received within that time period we apply a suspension to the account.

As soon as suitable documents are received the account is reopened and the balance at time of suspension immediately available to the customer.

Where the customer refuses to send in documents and we are unable to verify the identity of the account, a refund of the remaining balance is returned to the customer.

In the case detailed in the post above, an e-mail has been sent to the customer and should he have any further questions, I would invite him to respond where I will be happy to help.

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