All Slots - Withheld funds

Ruling

Found for the Casino - All Slots casino furnished us with evidence linking this player's account with several other accounts. As such ThePOGG.com is withdrawing from representation of this player.

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Player's Complaint

I have became customer of all slots casino on 30 June 2014. I have made since then 6 deposits of a total amount of 2400 €. The last deposit was of 800 € (on 28.07. 2014) on which I have received a bonus of 40%. After playing, my final balance was 5000 € ( I have complied with all regulations for the bonus). I didn't withdraw the money and left them in my account in order to play some more in the future. At one point of time my balance became 4500 €. On 24.09.2014 I wanted to play again but couldn't log in because my account was locked. I talked to live chat to see what happened and they told me that my account was closed and it will remain closed due to some " discrepancies" that the security team found. I couldn't find any more details and I asked them what will happen with my balance and they said that the balance will be lost.

There are several problems here. First, my account (with a balance of 4500 €) was closed with no further notice. It is so frustrating not even being informed that your account is closed and money confiscated.

Second, I can’t figure out what kind of “discrepancies” the security team found since they never asked me to send any kind of documents. I have checked for this kind of request; the only mail I found was one telling me to confirm my phone number.

As a resolution to this case, I would like them to take this case seriously and conduct a thorough investigation regarding my account and come up with plausible reasons for closing it and confiscating the money. Also, I would like to receive my deposits back, because if there was any "discrepancy" with my account, there should have been same "discrepancy" when I deposited.

P.S. I have also made several complaints with the Lotteries and Gaming Authority from which the casino got its license, but it's been 2 months and still didn't received any answer from them, just that they will look into the matter. Last month I tried to contact them again but with no luck.

Thanks for listening!

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