Complaint #10
PowerPlay Casino
Account glitch
1 year ago
Hello,
I was locked out of my account on June 14th, this past Friday. I was holding a balance of 4400$CAD , along with 2 pending withdrawals totaling 5000$CAD. I contacted support an they told me the account being locked was a glitch due to me changing my email. I had used my account for over a week and completed withdrawals after the email change, so this didnt make much sense to me. I have spent all weekend communicating with live chat day and night as they told me the programmers were actively trying to fix the bug and had me try a few things but I was still locked out. Eventually they told me they would respond with an update by email. After hours of waiting, I sent them emails which they never replied too. I kept going back to live chat to speak to supervisor who would just keep telling me the programmers are working on it. Much of my weekend was spent sending emails asking for updates and not getting responses so this forced me to keep going back to live chat where id get the same responses but no updates or suggestions on solutions.
Finally I asked the supervisor to send me my funds and close my account as I was fed up dealing with this casino, I was told the finance team would be in on monday and they would update me then on my request.
it is now monday, ive received no email, I spoke to live chat to speak to an agent or supervisor, im getting the same responses about the account being locked and my request to receive my funds is pretty much being ignored.
I have lost faith that this Casino has any genuine care about resolving my issue or sending my money.
Please help me figure this out. being locked out of my account for 5 days due to a glitch on their end and locking my money is unacceptable, and having them handle this with no sense of urgency, ignoring my email and delaying me is not the way to handle customer service when your'e at fault for the issue in the first place.
I was locked out of my account on June 14th, this past Friday. I was holding a balance of 4400$CAD , along with 2 pending withdrawals totaling 5000$CAD. I contacted support an they told me the account being locked was a glitch due to me changing my email. I had used my account for over a week and completed withdrawals after the email change, so this didnt make much sense to me. I have spent all weekend communicating with live chat day and night as they told me the programmers were actively trying to fix the bug and had me try a few things but I was still locked out. Eventually they told me they would respond with an update by email. After hours of waiting, I sent them emails which they never replied too. I kept going back to live chat to speak to supervisor who would just keep telling me the programmers are working on it. Much of my weekend was spent sending emails asking for updates and not getting responses so this forced me to keep going back to live chat where id get the same responses but no updates or suggestions on solutions.
Finally I asked the supervisor to send me my funds and close my account as I was fed up dealing with this casino, I was told the finance team would be in on monday and they would update me then on my request.
it is now monday, ive received no email, I spoke to live chat to speak to an agent or supervisor, im getting the same responses about the account being locked and my request to receive my funds is pretty much being ignored.
I have lost faith that this Casino has any genuine care about resolving my issue or sending my money.
Please help me figure this out. being locked out of my account for 5 days due to a glitch on their end and locking my money is unacceptable, and having them handle this with no sense of urgency, ignoring my email and delaying me is not the way to handle customer service when your'e at fault for the issue in the first place.
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