Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.
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On 19th November , I signed up to casino land. I deposit 200 euros with my card, and I received a welcome bonus of 200 euros. I played slot machines "holiday season" and my balance was 725 euros at the end of the day.
After a week I try to enter my casino account but I could not, so I send an email asking what had happened. On the 2nd december they answered me saying that they had made the decision to close my account and it would remain closed.
Then I contacted the online chat which then I sent my documents (ID, proof of address, and photo of my card) finally I can enter my account but could not continue playing or perform any other operation. I contact the chat again and they said that my account would definitely be closed, so they demanded that they pay the 725 euros that I have in my balance sheet but they said that they would scale the issue with the relevant department and answer by email.
It has been two weeks to see no response I contacted the casino chat today 16/12 and they said that they will escalate the issue, but refuse to return my money because they say it was all bonus money. The moment I deposited, my full balance of 400 (200 deposit 200 bonus) became bonus money. I think if they want to treat me like this they should pay me the full account balance, or at the very least keep their 200 in bonus and pay me my deposit and winnings of 525.
I hope you can intervene in my case. I am very grateful in advance.
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Casinoland - blocked my account
Posted by clapimacu
December 19, 2019
clapimacu 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:
December 19, 2019