What Happened
A player who says they had used the site for about a year asked to withdraw for the first time after their balance grew. The next morning, an email said the account was blocked for breaking the rules, listing many possible breaches such as fraud, multiple accounts and cheating without saying which one applied. The player can't log in, so they can't download their transaction or bet history.
How It Developed
- Complaint opened. The player said the casino refused to name the rule and called its decision final.
- The mediator asked the player for the total amount in dispute. No figure appears on the page.
- After the mediator warned that silence would close the case as unresolved, the casino said the case had been escalated and an internal review of the account and withdrawal was under way.
- The player replied that the casino had ignored their support messages for three weeks.
Ongoing
The casino says it is reviewing the account and the withdrawal and will post an update. No amount has been stated.
What Has (and Hasn't) Helped
Too early to tell. The mediator's deadline got the casino to start a review it says it will report on. Give the mediator your disputed amount when asked, since the case can't go far without it.