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Heart Bingo Casino - Unfair account closure after numerous deposits and withdrawals

Complaint Info
Disputed casino Heart Bingo Casino
Reason Account closure
Amount £ 4000
Lois122 United Kingdom Message
Posted on July 3, 2017

I have been with heart bingo, virgin games and monopoly casino for months. All three accounts have been verified and I have deposited numerous times on all three and I've made successful withdrawals from heart. (Haven't won on other 2).

I've withdrawn over £1000 from heart in the past and deposited well over that. Yesterday I reached £4000 in winnings on heart - I logged on this morning to withdraw and my account was blocked along with virgin and monopoly.

When I contacted support they advised me that they have another sister site jackpotjoy.

Back in December 2016 my partner and I split up and he had used my debit card without permission on jackpotjoy. I provided proof and jackpotjoy shut the account as far as I'm aware.

My heart, virgin and monopoly all remain closed and my heart has a balance of £4000. According to support I will not get this as I shouldn't of had an account with them because of the previous mishap with jackpotjoy.? I will also not receive a refund on any deposits.

I'm a little confused how they can do this? How can they allow me to deposit and withdraw for months (7 months) accept my money and then close the account this far down the line..? Is it because I won £4000?

Surely this would of 'flagged' up when I withdrew £1000 a few weeks back?

They are refusing to refund me which I think is unfair because I wasn't aware I couldn't have accounts with them, previous wagers and verification.

I feel like it's because I had a good win.. I'm allowed the smaller withdrawals but my account is closed as I win £4000 and it took 7 months of wagering for them to realise this.. very convenient.

Any advice please? (And this isn't me trying to obtain a refund because I've spent to much.. but they cannot have the best of both worlds..)

Thanks :)

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