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React - Closed my account, took away my money

Ruling

Resolved - This player had corrected the incorrect registration information before this play occurred and as such was paid by React Casino.

Read our React Casino Review.

Player's Complaint

I am very much surprised about this situation. I read a lot of good reviews about React casino, overall it looked like a very decent casino… So, I started playing here in the end of October and on my third deposit I got a win. I won 3 038 EUR. I was sending to the casino some docs like the ID etc in order to get my account verified. It took some time, in the middle of December I was done with everything, so i was shocked when the casino took away my money and closed my account. They basically wrote that this was the decision of the risk department, they informed me about this on the 17th of December. I did not get any explanation, the casino just decided not to pay me...

Read the casino review

10 Responses

User icon
ThePOGG
December 20, 2018

Hi vanessa - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
January 9, 2019

Hi vanessa,

I've spoken to the operator about this issue and unfortunately there's nothing we can do to help you.

You agreed to certain terms and conditions when registering with the operator, the relevant one in this case being:

"5.1. You warrant that:

5.1.2. The details supplied when opening your Account are correct"

The operator has provided email communications sent by you demonstrating that you knowingly entered an incorrect date of birth at point of registration. That being the case there has been a clear breach of terms here and the operator are within their rights to close your account and void all transactions that occurred on it.

Deposits have been returned. Given the breach of terms there's no grounds for us to argue for further payment.

Sorry we cannot be of further help.

ThePOGG

User icon
Vanessa
January 15, 2019

Hey!

It must have been a mistake. I mean I did not really think that this could have such consequences, I chose the date randomly. I did not think that this could be a serious problem...

User icon
Vanessa
January 15, 2019

However I tried to fix this after the registration. I now remmber i did it. The casino then let me know that the date was set right. This was in September, after that I just forgot about this, I thought that this is not a big issue. But what I mean I tried to fix my date of birth and have the email from casino saying that they fxed it. I will send my corespondence to you as a confirmation.

User icon
ThePOGG
January 19, 2019

Hi Vanessa,

Thank you for your email. That does make a significant difference.

I'll revert to the operator for further discussion.

Thanks,

ThePOGG

User icon
ThePOGG
January 23, 2019

Hi Vanessa,

I've spoken to the operator again and they've managed to locate the email chain where you tried to correct your DoB. A clerical issue resulted in that not being actioned correctly. In light of this they have decided to pay your balance and have asked me to offer their apologies for this situation.

If you could keep you eyes on your account and let us know when your funds arrive we'd appreciate it.

Thanks,

ThePOGG

User icon
Vanessa
January 25, 2019

Thanks!

As soon as I get my money will write here.

User icon
ThePOGG
February 5, 2019

Hi Vanessa,

Have you received your funds?

Thanks,

ThePOGG

User icon
ThePOGG
February 13, 2019

Hi Vanessa,

If we haven't heard from you by Friday the 22nd of February I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

User icon
Vanessa
February 15, 2019

Hey!

I got my momey!

Thanks for your assistance!

All the best,

Vanessa

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Agreement

Vanessa 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:

  • React Casino
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • EveryMatrix Software Ltd

December 20, 2018

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