Complaint #13
Pocket Fruity Casino
Unfairly Blocked My Account After I Withdrew £2,500
8 years ago
Hi,
I have been a customer to pocket fruity for a while both making deposits and withdrawing winnings (had no problem with either).
I then won £2,500 and decided to withdraw my funds (I have proof of this as a screen shot).
I then went to log on to see why my request to withdraw was taking so long.
****Account Blocked****
After contacting support ... they advised I needed to send proof of id bank statements cards etc into them. Backwards and forwards to different advisers who stated "we have received this but not received that" so I would send again and again (proof in my sent box on my emails)
I then check the status of my id as requested to have an advisor say my account has been blocked because I have two account and it violates the terms and conditions???
My ex husband had a phone line on my EE account (which he signed up to pocket fruity using that number) .... since our split this is now my 11 year old son's number.
Because this number shows on my bill I have two accounts ??
Even though the account which is now my son's number I had closed when me and my ex partner split. (Last year) .
But yet .... I have 2 accounts which I have been continuously playing on my own account and they have been happy to take my monies ??? For months after I closed my ex husbands account ??? The reason for closure was I didn't want my 11 year old son to be able to access it.
Now I have won £2,500, they block my account saying I have violated terms and conditions ?? I have approached trading standards and also emailed the complaints department and I am currently also seeking legal advise. As it states in their terms "any multiple accounts created before 9th January 2018, will be contacted about account closure" I was not contacted what so ever. It also states that "if we terminate you account, we shall return monies up to the sums deposited by you into your account" (I also have a screen shot of this). As far as I am aware, pocket fruity have continued to take my deposits since I closed my ex husbands account and are now withholding my winnings which I feel is illegal. I await the response from management and hold this is resolved quicker than the back and forth from customer services who obviously don't know what they are asking for and make excuse after excuse up. And trying to call them it's as if they are in liquidation ! If I have no reply back in the next 24 hours I will be going to the uk gambling commission
I have been a customer to pocket fruity for a while both making deposits and withdrawing winnings (had no problem with either).
I then won £2,500 and decided to withdraw my funds (I have proof of this as a screen shot).
I then went to log on to see why my request to withdraw was taking so long.
****Account Blocked****
After contacting support ... they advised I needed to send proof of id bank statements cards etc into them. Backwards and forwards to different advisers who stated "we have received this but not received that" so I would send again and again (proof in my sent box on my emails)
I then check the status of my id as requested to have an advisor say my account has been blocked because I have two account and it violates the terms and conditions???
My ex husband had a phone line on my EE account (which he signed up to pocket fruity using that number) .... since our split this is now my 11 year old son's number.
Because this number shows on my bill I have two accounts ??
Even though the account which is now my son's number I had closed when me and my ex partner split. (Last year) .
But yet .... I have 2 accounts which I have been continuously playing on my own account and they have been happy to take my monies ??? For months after I closed my ex husbands account ??? The reason for closure was I didn't want my 11 year old son to be able to access it.
Now I have won £2,500, they block my account saying I have violated terms and conditions ?? I have approached trading standards and also emailed the complaints department and I am currently also seeking legal advise. As it states in their terms "any multiple accounts created before 9th January 2018, will be contacted about account closure" I was not contacted what so ever. It also states that "if we terminate you account, we shall return monies up to the sums deposited by you into your account" (I also have a screen shot of this). As far as I am aware, pocket fruity have continued to take my deposits since I closed my ex husbands account and are now withholding my winnings which I feel is illegal. I await the response from management and hold this is resolved quicker than the back and forth from customer services who obviously don't know what they are asking for and make excuse after excuse up. And trying to call them it's as if they are in liquidation ! If I have no reply back in the next 24 hours I will be going to the uk gambling commission
Screenshot
