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Hi I had requested a withdrawal of £23,000 and was told to provide documents which I did and was told It was all accepted, then I was told that I would need to complete a video call with the casino which I did and answered all their questions and was told to wait a few days to get a reply about processing the withdrawals. However I was then told by the casino that all my bets and withdrawals have been voided but I have not done anything wrong. They had locked my account and had cancelled all the withdrawals and returned all my deposits. I feel like I should get my withdrawals I didn't do anything against their terms and provided everything as soon as it was asked and had done everything they asked for straight away if you could help me with this please.
They have stated that I went against their terms
We shall be entitled to close your Customer account at any time by giving you no less than one (1) month's written notice. Any balance in your Main Cash Account or Casino Buy-In Account at the time of such closure or any closure under Section 16.3 below will be credited to your debit card or financial account, except that:
if you have engaged in illegal activity, we will be under no obligation to refund to you any money that may be in your Main Cash Account or Casino Cash Account; and
if we discover or have reasonable grounds to believe that you have participated in any Prohibited Activity then we reserve the right to withhold and/or retain any and all amounts which would otherwise have been paid or payable to you (including any deposits, winnings, bonuses, and/or any other amounts) that are attributable to that Prohibited Activity.
But I hadn’t gone against the terms I was the only one who had access to my account and I was the only one to play and have provided all documents requested and I was willing to cooperate with them the whole time
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paya53 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:
July 4, 2021
Hi paya53 - welcome to ThePOGG.com!
Specifically what reason has the operator given you for non-payment?