Casino - Account Disabled due to abuse


Informação da reclamação

Cassino em disputa Casino
Postado em 30 de maio de 2023

I had a very bad experience as a new customer of this site. I am a new player of this casino and participated in their no wagering free spins bonus as part of their promotion for first time users. At first, everything is running smooth as my deposits have been accepted. However, as soon as I finished playing my bonuses, they immediately disabled the account. I contacted support and they told me I need to perform KYC. I complied and gave all of the documents they need however, they still wouldn't allow me to play with my money. The support team said that I am doing a bonus abuse - this is a total mistake. I felt extremely confounded as I have no idea what or where I "abused" the bonus. I have read the entire T&C and so far with what I have read, does playing a bonus and winning 600 spins on it constitute the account to be disabled? They even sent me an email that I will no longer receive promotions, which I could care less since it is my first time playing with them. If they don't want to give out winnings from their promotions they should have just removed it. I was asking for specifics what "abuse" happened and their support said no information can be given at all and said that I will just be contacted by someone through email. The support even hinted "money laundering" but how would that even been possible if I am not even playing with my real money yet at all (I just literally played out the bonus spins yet)? I have no problems with KYC but in this case I felt like they just wanted my personal information. Please advise.

Postado em 30 de maio de 2023

Dear @ButchLance,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Postado em 31 de maio de 2023

Dear AG,

We've sent you a detailed email explaining our decision.


Postado em 4 de junho de 2023

Dear all,

The AskGamblers Complaint Team is in contact with the Casino team. Updates will be provided in due course.

Thank you for understanding.

Postado em 8 de junho de 2023

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly. Casino Reclamações

  • 5 de 7 resolvida
  • há 1 dia resposta méd.
  • há 1 semana vida útil méd. da reclamação
  • 2,605 USD valor médio

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