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Casino La Vida – account closed and 33k usd confiscated

Ruling

Unresolved - Casino La Vida were willing to discuss the list of problems with this players account, but unwilling to provide supporting evidence to verify their claims. As such I'm left with the casino telling me one thing while the player tells me another an no way to tell which party is in the right. As such this complaint has been marked 'Unresolved'.

Check out our Casino La Vida Review.

Player's Complaint

My name is [EDIT].

I created an account at Casino La Vida last week Friday May the 30th. I deposited $450 and got their 100% welcome bonus of another $450. I started playing slots with bet sizes 25 to 50. At some point I started winning so I kept playing. I played 3 different slots. Eventually I reached a balance of about $31k, and stopped. I was sure that I had more than completed the wagering requirement for the welcome bonus so I requested a withdrawal for $4k and then played some more. I think I won about $2k more and stopped.

On Monday June 2 I logged to my account and got a message that my account was temporarily locked and that I should contact support with some error code (101 I think). They had not sent me an e-mail or something. I spoke to live chat and after more than 1 hour with the representative not being able to find my account, then asking my account number (I could not see my account number, you use your e-mail to log in to the casino) she said she found the account. Then she said that the account was closed stating that there were some discrepancies found that she could not share with me. Eventually I asked her to send me an e-mail with the details and reasoning behind their decision and left the chat. Two days ago i got the following e-mail.

Hi [EDIT],

Thank you for contacting Casino Support.

I have reviewed your account, and it has been locked by the Player Security Department as a result of discrepancies they have picked up on the account. Unfortunately account cannot be unlocked as their decision is final. Sadly the player that The Player Security Department does not provide detailed information behind the decision in the interest of protecting our security processes.

Please contact us again, should you have any further queries.

Best Regards

[EDIT]

We support Responsible Gaming

Important Notice: The billing descriptor on all transactions to and from your casino account will now appear as www.Seabrookltd.eu. Speak to a representative for more information.

Non Toll Free World Wide Number : 1-888-885-4517

E-mail: support[@]casinosupport.eu

They essentially said nothing about why my account was closed, just stating that their decision is final. I don't know what to do, I do not believe I did anything wrong, I just happened to win big. I hope you can help me sort this out. My e-mail and casino login name is [EDIT]. Contact me for anything else you need.

Thank you,

[EDIT].

Read the casino review

2 Responses

ThePOGG
Jun 06, 2014

Hi Alinacci21 - welcome to ThePOGG.com.

My apologies for not responding to your live chat request to assist with the setting up of your account. I was literally just in the process of setting up your account when your complaint came through yesterday.

I'll contact Casino La Vida and see what I can find out for you. Please bear in mind that it is Friday afternoon so it's unlikely I'll have any further information for you until sometime next week.

Thanks

ThePOGG

ThePOGG
Jun 10, 2014

Hi Alinacci21,

I have heard back from Casino La Vida.

The long and short of this case is that the casino have provided a long list of issues with your account that would suggest that you're account is linked in a variety of ways with several other accounts in an unnatural fashion.

Unfortunately - as with the other casinos in the Fortune Lounge group - Casino La Vida have declined to provide evidence to support their claims, leaving me with a 'he said, she said' situation. As such I've no choice but to mark this case as 'Unresolved'.

While I am always critical of any casino that does not provide supporting evidence in these case - we have a very robust complaint policy at ThePOGG.com specifically designed and implemented to protect any casino's security procedures and Data Protection Act responsibilities - if even a handful of factors on the list provided could be verified this issue would unquestionably have been closed in favour of the casino.

If you wish to take this issue for further review the only option I can suggest would be to contact the Maltese Lottery and Gaming Authority. You can find their contact details here - http://thepogg.com/regulator/lotteries-and-gaming-authority/

ThePOGG

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