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Major Tom - They are not telling me why they won't pay me.

Ruling

Unresolved - The player claims that they only have one account, Major Tom casino have discussed a list of indicators that say otherwise, but have declined to provide supporting evidence. As such we have nothing to base a verdict on.

Read our Major Tom Casino Review.

Player's Complaint

I started gambling at Major Tom casino around the beginning of September 2014.

I believe I found this casino because at some point it popped up while I was gambling at Red Flush online casino.

I would like to first say that I am a 20 year veteran of online gaming. I have gambled at many online casinos but have spent the majority of my time at CASINO REWARDS, FORTUNE LOUNGE, BELLE ROCK, VEGAS PARTNER and CASINO 888. (Plus many more) I have NEVER had any issues with any of these casinos in all these years. I spend approximately $60,000-$100,000 per year. (My MAIN line of casinos is CASINO REWARDS) I have spent hundreds of thousands of dollars there, and have done many withdraws throughout the years.

Sunday Sept 21st I put a withdraw in at the Major Tom casino in the amount of $2500. On Wed Sept 24th I went to go into the casino, to find my casino locked. I went on instant chat and asked why my casino was locked. I was told it was because of my withdraw, they needed to ensure I am who I say I am and that I needed to scan and send in my id/credit cards etc etc.

(This is the same thing all over casinos ask you to do….with the exception of locking your account) I found this very odd, but went along with it, thinking….maybe this is just casino policy.

I waited, and checked the following day, but my acct was still locked. I called 1-866-251-8947 this time. I was told it would take at least 24 hours to fix this, but the man I spoke to, said he would call me back once he found out more. I gave him my work phone number but heard nothing. The next day I called again. Only to be told they needed more time. BUT they also asked me to send in even more of my ID, but this time to different department. This went on over the next few days. Many calls, many emails back and forth with no answers as to why I wasn’t’ getting my withdrawal.

On Mon Sept 29th I called the casino at 4pm and talked to [EDIT]……she told me to call back at 12:00am my time to talk to the credit dept. She told me that other people apparently have been using my acct. I told her nobody has been using my acct. Nobody has been on my computer. She told me that maybe somebody has broken into my apt and used my computer. She told me various names such as [EDIT]…these are people who apparently have used my acct. I have no idea what she is talking about. She finally told me that maybe somebody is also on my server and that is why there is a problem??

I said, I have no idea, but this type of thing has never happened to me in 20 years of online gambling. She told me she would talk to the security department and get back to me before her shift ended at 4:00pm her time. (I set my alarm for 5:55am my time….5 min before her shift ended) She had not called me so I called in again. I was told that she was busy so then I talked to somebody named [EDIT]. He told me that my acct is under investigations and they would get back to me in 72 hours.

Wed Oct 1st at 11:48am I called the casino again and talked to another man. (I did not get his name) I told him the entire story once again. He put me on hold at 11:57am and said he is putting me through to his pit boss. His pit boss came on the phone 20 minutes later. His name was [EDIT]. He told me that they DID NOT have to tell me why my account was locked and that I WAS NOT going to get paid my withdraw. I was very confused and said… What? Why? What do you mean? He said again that I should have read the policy before signing up to the casino and there is nothing I can do about it. I will not be getting my withdraw. I said “Okay, but I am going to get reimbursed the money I spent at the casino right?” He laughed and said “no way, that money is gone” I then asked him what part of the policy is he saying I did not abide by? He told me he did not have to tell me that.

Here is the thing. After he told me this…I READ THE POLICY FROM TOP TO BOTTOM….And I have done NOTHING WRONG.

At the very least….If this casino is truly a legitimate casino….why would they not be able to tell me why they are not paying me my withdraw?

This whole thing is absolutely the most ridiculous thing I have ever heard. And do you want to know why? Because had my withdraw just gone onto my visa like I had asked…..I probably would of spent that, plus another $1000 that first weekend!!!

Thank you for reading this long rambling email….BUT honestly….I am very angry because again….I HAVE DONE NOTHING WRONG!

Read the casino review

5 Responses

ThePOGG
October 2, 2014

Hi Shelleylynn - welcome to ThePOGG.com!

Before I can do anything to help you I'll need you to provide your username and the email address you use at Major Tom casino.

Before this goes any further I'll make a couple of points;

Major Tom and Red Flush casinos are part of the Fortune Lounge group.

By the sounds of things Major Tom believe that you've been running multiple accounts, probably due to your account being associated via IP address with several others. However this may have happened it is strictly against the rules of all online casinos.

The Fortune Lounge group are unlikely to be willing to discuss the details of this case. Security procedures have to be protected and the way FL deal with this is not to discuss complaints of this nature. Other groups will discuss the details with me as long as I do not share the information but FL don't. As such I don't expect to get anything useful for you, but will try nonetheless.

Thanks,

ThePOGG

ThePOGG
October 6, 2014

Hi Shelleylynn,

I've heard back from Major Tom casino and there are several highly concerning issues surrounding your account (according to them - I've not seen the proof at this stage).

There are several other players that have been linked to your account via unique indicators that show they played not just on the same IP address, but on the same computer as you.

I'm going to ask you to offer any possible explanation for this?

In one instance an account under the name [REMOVE]Lorraine Sellers[REMOVE] has been playing on the same machine as you and has selected the same game as you alongside the same betsize. Do you know a [REMOVE]Lorraine Sellers[REMOVE]? Is there some reason they would have access to your computer? Have you discussed the game you play and bet sizes you use with them?

To answer your question regarding WiFi recently - had the accounts been linked via IP address then yes it's potentially possible that someone had broken into your internet connection, but as these accounts have played from the same computer as you Wifi is no longer a possible explanation.

Without a reasonable justification for these issues I'm afraid there's going to be zero chance of you getting any money back.

ThePOGG

ThePOGG
October 6, 2014

Hi Shelleylynn,

I'm afraid that what Major Tom casino are directly saying is that YOU are signing up under different names. That's what they believe is happening, not that someone else is accessing your computer.

If it was just the same IP address/computer there may have been other logical explanations (though they would be unlikely all the same). If as the casino claim the game selection and bet size are also matching, this no longer looks to have any other reasonable explanation.

When it comes to providing proof the FL group by and large will be happy to tell me what they've gathered but will not show me. This isn't the case for every complaint. I have asked them to provide supporting evidence, but even if they do I will not be able to share this with you. Any sharing of information regarding how casinos catch multi-accounters is always covered by a Non-Disclosure Agreement. In other words, if they do provide evidence then all you'll get back from me is an opinion on whether I feel the evidence they have gathered is strong enough to support confiscation of funds.

I will say in advance that if the casino were to provide evidence demonstrating that several accounts were set up from the same computer alongside play histories that showed substantial similarities between accounts I would view this as strong enough to support the casino's decision.

I'll let you know when they get back to me.

ThePOGG

ThePOGG
October 13, 2014

Hi Shelleylynn,

I'm afraid I haven't had anything further back from Major Tom. I'm going to give them until Friday the 17th of October to offer some evidence and if nothing is forthcoming I'll be closing this complaint as 'Unresolved'.

ThePOGG

ThePOGG
October 18, 2014

As Major Tom casino have not got back to me with any more information this complaint is going to be marked as 'Unresolved'.

There is something about this case that suggests to me that there may be a non-negative explanation for the security concerns on this players account, but all I have at the moment is the casino saying this account has been linked with other accounts and a player that says that can't be the case. Without more information than I've seen there's nothing further I can do.

ThePOGG

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Agreement

Shelleylynn 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:

October 2, 2014

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.