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Power Spins Casino - Temporarily locked my account and now wont reply to emails

REJECTED
Inactive user
posted on June 27, 2017.

About 1 week ago i decided to play at powerspins casino , after my first couple of sessions i decided this casino is not for me so i sent support and email asking how to close my account .. 3 days went by and i received no reply from the casino ..

So i deceided to give it another go depoisting and winning around £1000 , i deceided to hit withdrawal but it wouldnt allow me to do so . So i sent and email to support asking how do i withdraw then i logged out .

Within 10 mins i received and email saying my account has been temporary locked. To close account please send through DOB and postcode ..

I immediately sent back leave account open and please remove the temporary lock on my account .

I have sent email after email after email and nothing comes back . Ive sent emails to BGO and talked to BGO live chat but they refuse to discuss any powerspins account ..

I just want my account lock removed so i can play some more .

Inactive user
posted on June 28, 2017.

My account was finally unlocked but now i cant withdraw , there had my documents for more then 48hrs ..

24hrs ago they told me it should be ok in a few hours .

Can i get this sorted please

Drew

AskGamblers
posted on August 15, 2017.

This complaint has been reopened as per Power Spins Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on August 15, 2017.

Hello Drew,

Thank you for your correspondence regarding your account.

I apologise that you experienced a delay in your response regarding closing your account. We contacted you to advise that your account had been temporarily locked due to several failed log in attempts - this is of course for security reasons.

I can confirm that you were unable to withdraw your funds as your account had not been verified. To verify an account we require the following documents:

Proof of Address document is that this ideally needs to be either a bank or credit card statement or household utility bill The following list is a reminder as to what we need to see on the document as well;

1. Your full Name
2. Your full address
3. Date (within 3 months)
4. The company name (logo at the top of the letter)

Photographic ID: This needs to be either a Passport, Driving Licence (front & back of photo card licence) UK photo Citizencard (front & back of card,) or National ID card (front and back of card).

We need to see the full document including any numbers around the perimeters and at the bottom of the page. If sending a valid passport scanned image, please open up fully the photo page to also include the page above the photo page, as this includes important security details for verification.

In line with UK Regulations, we are unable to process withdrawals until these documents have been received and verified.

I have reviewed your account and can see since contacting us you have played through your funds, unfortunately you have no withdrawable balance.

I apologise that you were unable to contact a member of Customer Services via the Live Chat facility, this is something we will shortly be introducing to all Guests and Players on PowerSpins.com.

If I can be of further assistance then please do not hesitate to contact me via [email protected]

Kind regards,
Rebecca
Customer Service Manager

Inactive user
posted on August 15, 2017.

Rebecca ...

6 weeks later you reply ??

I allready sent all id documents and surprise surprise no reply ..

AskGamblers
posted on August 15, 2017.

AskGamblers Complaints Team has been provided with evidence on behalf management of Power Spins Casino and we can confirm that player reversed his withdrawal and played them off. While we could understand player's frustration and disappointment of being left to wait for hours or days from the aforementioned casino brand to verify his account and process his winnings, it is up to the player to refrain from reversing their winnings.

Once you played and lost your money it means that there isn’t a valid subject to claim for and therefore this complaint is being rejected.

In a case of a disagreement with our decision, we encourage the player to seek further assistance from the relevant licensing authority directly.

The case is now officially closed.

Power Spins Casino complaints

  • 11 of 11 resolved
  • 2 days avg response
  • 5 days avg complaint life
  • 462 USD avg amount

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