English in United States
Found for the Casino - The evidence presented by Casino Sieger clearly demonstrates an association between several playing accounts under different names that could not be reasonably explained by coincidence.
Read our Casino Sieger Review.
I am struggling to withdraw my winnings from Casino Seiger. They asked for ID which I sent then they asked for additional ID, they wanted scans of my bank card front and back and bank statements. I sent all these there was a slight delay as my bank card expired in Jan and I waiting for the new one. I was slightly worried about sending full copies of my bank card over email but I did. I emailed them over 4 times asking just to confirm they had them and nothing. I went on live chat where they said they should have them and they would deal with it, but nothing and they could not confirm on live chat that they had them! I have copies of the emails from them and the live chat please advise how to send them. I am totally lost what to do. My account is frozen and they wont respond to that they wont respond to the ID conformation for my security sake and I cant play or withdraw. Help appreciated I see from your website you can mediate with them, it is of utmost important to me that I know the emails sent of my bank card are there and secure otherwise I would like to have the card stopped at the bank as this is a real problem for fraud. I have only ever spoken my card details over the phone before. This problem is not in line with your reviews so I am confused.
My username with them is [EDIT].
Thanks ahead Fitflyer
Thanks for a prompt reply and for getting Seiger to reply so quickly about 4 hours after you emailed me , bingo !!
I am new in the world of casinos and was not fully aware that as i had not been asked before to send scans of my credit card so the reassurance from you this is standard has turned off the alarm bells , also that casino operators do not know about these things , i thought they could see the documents i had sent . so peace of mind on that front .
The response i got a few hours after you emailed them was to say .....
With reference to your email, we would like to repeat to you the decision taken by the legal team.
***COPY OF THE MESSAGE ***
We are writing to inform you that your payout was declined and your account will be closed for good.
Reasons - among others - :
- It has been detected by our system that you have commited bonus abuse which is strictly against our terms.
- It was also detected and we logged the fact that you are playing by pattern and participate in player collusion.
- We have evidence you have breached our terms, together with other players, also participating in this collusion.
- Furthermore we could not verify your account. Despite several attempts and requests, you were not able to provide the requested materials for the KYC procedure within the reasonable time frame as mentioned in our terms.
According to the mentioned facts our legal department decided to decline the requested payout and to close your account without possibility to reopen it.
I have not responded to this as i came via here to mediate and it seems the right path . Firstly I appeal against all counts but not sure how to move forward with this . I in no way abused the bonus i took up an offer which they promoted , i then played how i thought i should and the accusation of player collusion is incorrect . I guess in order to prove my myself innocent i would like to see if that is possible or hear back in what regards they think i am playing in collusion . The last thing was the verifying the account i provided everything even additional bills to verify my account . So at this point please let me know what my position is to take this further . I am being accused of several things that are untrue and feel its unfair .
Your help appreciated
I want to offer my apologies on this one. Casino Sieger responded to this issue nearly a week ago and due to some personal issues I have not yet got back to them with the appropriate information. As such the delays up to this point are entirely my fault.
I am just about to email them and will get back to you when I have further information.
No problems , thanks for update. Since i wrote i spoke to my brother in law and he said they sent him the same email he is in Jamaica for family problems so has not been able to deal with it .
Just to give you an update - I am speaking to Casino Sieger, but I'm still waiting on them forwarding a report regarding this issue.
Thanks for update , any news from Seiger yet ?
Yes - there have been several issues with your account, including an inability to reach you for ID verification by either phone or email, but most substantially they are asserting that your account's been linked to several other player accounts.
I'm currently in the process of requesting that Casino Sieger provide evidence to support this claim and will get back to you once I know more.
I have not had one email from them apart from the one they sent after you got in touch with them to say my account was closed . My account is not linked to anything , they have not called me either . I would like to see evidence of how am linked to other players . It has been me that has had problems trying to get anything from them thats why i came to you ! Anyway i appreciate your efforts and anymore information would help move this on woud be good . If they wish to contact me via email sometimes that is hard because i cant always pick up at work but they could email me and we could arrange a evening , lunchtime or weekend call but they have not . I am recieiving emails from them on promotions and offers so they have the correct email for sure .
Given the situation - that being that Casino Sieger believe you to be engaged in the operation of multiple account - I wouldn't expect you to hear anything further. If this is true it's a clear violation of any casino's terms and conditions and certainly pushing into a grey area regarding whether it would be classified as fraud.
Casino Sieger have been slow to respond to my requests up to this point and I have pursued them again today. I want to be clear about this though - in this type of case I will not be providing you with any information regarding the evidence the casino present to me. You will only receive an assessment of whether or not - based on the evidence - I agree with the casino's actions.
I will let you know when I have further information.
Thanks for your reply . My brother in law gives me tips on casinos as he has been playing for years and is helping me get going so apart from him there is no -one we dont play together he just tells me so i am hoping this would not be seen as multiple accounts and i did not think this would be against the casino rules but im learning fast.
Ive just had a close berevement and am suffering from stress now so i thank you for your help and accept the closure on it.
Some of the delays with this discussion have been explained - the person responsible for discussion of this issue has gone off on maternity leave. I'll be taking this issue up with their replacement now.
Just wondered if they gave a response at all ?
Thanks for update
Casino Sieger got back to me yesterday with the last of the information I requested. I've spent the last hour reviewing it and this the conclusions I've drawn are that it's highly likely that you're either working as part of a syndicate or involved in the operation of multiple accounts under different names (both of which would be a breach of terms and conditions).
I'm aware of your comment about your brother-in-law but the factors considered in my review have taken in a good number more than 2 accounts ruling out this one basic association as a possibility.
Due to the nature of the case, no discussion of the evidence will be engaged with and I will no longer be representing you in this issue.
This complaint is 'Found for the Casino'.
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Casino Sieger - no response
Posted by Fitflyer
March 6, 2015
Fitflyer consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
March 6, 2015
Hi Fitflyer - welcome to ThePOGG.com!
Firstly I want to point out that the documents that Casino Sieger have requested from you are standard requests across the entire online casino industry to protect against fraud. So there's nothing exceptional about the requests and I would encourage you not to worry about that.
Secondly, the fact that live chat could not confirm receipt of the documents isn't unusual. Many casinos operate an entirely separate system for the processing and management of player documents. This would mean that standard customer service operators would not be able to access the systems that hold your files. If anything this is probably a good thing.
However I am concerned about their lack of response and will contact the casino and see what I can find out for you.