First Web - Account Locked

Ruling

Found for the Casino - First Web casino provided significant evidence to suggest that this player has been involved in either a syndicate or running multiple accounts, both of which are prohibited by casino terms and conditions. As such this complaint as be marked 'Found for the Casino'.

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Player's Complaint

Hello and good day. I am sending you this email in order to complain about a casino that didnt pay my winnings. On 10/07/2014 I did my sign up in First Web Casino. On 23/07/2014 they send me a promotional email about a 50% up to 500 euros bonus, so I decided to make a deposit of 500 euros via Neteller in order to get 250 euros bonus and I did. I started to play Microgaming slot called ''Avalon'' and after I have fulfilled the requirements, and cleared the bonus, I won 2050euros.

I made a withdrawal request and a couple of days later casino asked for documents, ID and bill in order to verify my account. Few days later I tried to enter my account but I got a pop up message that my account is locked. I send an email and asked why and they responded:

''Hi [EDIT]

Thank you for contacting Casino Support

Please be advised that we have found discrepancies on your account, and our player security team has received your documents, and has made the decision that your account will remain locked and will not be opened.

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

Kind regards

[EDIT]''

Of course they never explain to me what kind of discrepancies they found, and they never paid my winnings and never contact with me again. I really dont get the reason they blocked my account.

Thank you for your time. I am looking forward for an answer.

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