Mummys Gold - Unfair account closing and withdrawal freezing

Ruling

Resolved - The submitting complainant has that this issue has been resolved. Mummys Gold never offered any response.

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Player's Complaint

I deposited 300€ on 9.3.2020 to Mummys Gold, using their welcome bonus of 100%. Once the wagering requirement was fulfilled, I made a withdrawal of 3284,91€. Immediately after I submitted all of the required documents to the website. About a week after this, I received an e-mail requesting additional documents. I send them, and they replied everything was approved. A week after this, I went to their live chat again as it had been two weeks from the withdrawal. Live chat again said that everything was ok. The third time I went to ask about this on live chat, the customer advisor said that there was some problem and it would be the management’s decision. They would be in contact via email. However, they weren’t.

Now after a month I decided to go once again to the live chat to ask about the progress. However now I noticed that my account was completely closed and when asking about this on live chat, they said that they closed my account and froze my withdrawal. They said that this was management’s decision, but they didn’t tell me why this was made.

This seems to be totally absurd, as I have done absolutely nothing wrong. I have in no ways broken the casino’s terms and conditions. They returned the original deposit, but now I am requesting the full withdrawal of 3284,91€. Mummys gold’s behavior is illegal and irrational.

I couldn’t find a way to attach screenshots of deposits and withdrawals on your site, but if you need them please provide me an email address where I can send them. I have pictures of the deposit and withdrawal.

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