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Cleopatra - Poor workmanship and a lack of respect and concern for the community and the safety of others

Ruling

Found for the Casino - This player used an unauthorised payment method in breach of casino terms and conditions and is now non-responsive.

Player's Complaint

Hi i am writing to u because my account was dissabled for having another card not in my name on my account.. the card was on my account to withdraw funds from my cleopatra casino account to the card because Cleopatra casinos don't transfer money back to my Visa debit card the card I use to put funds onto my casino account. The card that is the issue at hand has been approved by Cleopatra casino before and used to withdraw money onto it before so i dont see what the issue here is as the card is my sisters card and i have uploaded proof of concent from my sister saying i can use her card to do so and it was also approved by the casino before.. i am very unhappy about these actions from the company as i had $8900 on my account and i also had over 10,500 redeemable points that i could have cashed in... i want a explanation as to why my account was dissabled because if u go through the records on my account this card was approved to be used previously so why isnt it now.. also i have deposited over $10,000 onto my casino account over time so why am i being treated like this? I will be talking all of my evidance to the news papers and Today Tonight aswell as Accurrent Affairs to display the dodgy unprofessional treatment that this company works with and how you treat longterm customers after they have put so much money into your company as i am not happy one little bit about the treatment i have received from you and your employees. I await your response to this email. Thank you.. 

[EDIT]

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5 Responses

ThePOGG
February 28, 2018

Hi Nate420 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you, but I do need to be clear with you that we are not in any way associated with Cleopatra casino.

Thanks,

ThePOGG

Nate420
March 5, 2018

Thank you for trying to help me with this issue as i have lost over $8500 in my own money and 10,500 redeemable points all over having a card registered to my account that was approved by cleopatra casino over 5 months ago to withdraw money from my account so i dont understand their actions in closing my account.. if you are unable to help me resolve my issue can u please give me another avenue to someone that can help please.. thank tou

ThePOGG
March 7, 2018

Hi Nate420,

I've spoken to the operator regarding this issue. The claim that the card you added was not and never has been approved for use by them.

That being the case I need you to provide statements for the card showing the transactions that previously were approved and I need you to forward on the emails you sent the operator containing the permission of the card holder to use the card. Please send these to [email protected]

Thanks,

ThePOGG

ThePOGG
March 14, 2018

Hi Nate420,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
March 21, 2018

Hi Nate420,

If we haven't heard from you by Friday the 30th of March I'll assume you no longer need our help with this issue and close this complaint.

Thanks,

ThePOGG

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Agreement

Nate420 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:

February 28, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.