The difficulties of getting your own money back.......

[tonyxc]

Hi all,

I had opened another account at a casino (Yes its a sin, i know but i was not doing anything fraudulent). When it came to withdrawing my money, I was not allowed and told I had breached the rules - ok i understand this.   According to their T&Cs, on closure of an account due to "fraudulent" behaviour, the deposit of the customer is returned. So at this moment i am fighting this - the casino rep is saying they have returned the deposit but i have not received anything.  I have been asking them to show me some evidence of how this deposit was returned.

I have shown the casino rep my evidence of my deposits for the account and it is still like taking blood from a stone!  Their Security team obviously has blocked me - why dont they just allow me to log in and withdraw my deposit.  It just all seems like they are stalling. The email i received from the Security team didnt even mention the line about returning the customers deposit.  It is stated in their Terms & Conditions.

Has anyone ever tried complaining to the regulatory body???  if so how was the result??

Just an annoyed punter.

[ValDes]

Hey there @tonyxc and thanks for sharing your story with us. 

Considering the nature of your dispute I'd recommend you to consider using AGCCS. Still, in order to assist best, pls share the name of the Operator we that we could help with some quick advice. 

Thanks. 

[tonyxc]

Hi ValDes...

My complaint was rejected on the grounds of multiple accounts. I forgot to include the lines in the T&Cs ;

Should the bettor commit fraud in respect to the bookmaker (such as the registration of multiple accounts, the use of automated betting software, arbitrage betting, if the betting account is not used for betting, the improper use of loyalty schemes, etc.), the bookmaker reserves the right to stop such fraudulent actions by:.

• bet cancellation;
• closure of the customer’s account. Money that has been deposited into the account will be refunded.
• filing a claim to a law-enforcement agency.

and

The bookmaker reserves the right to close a betting account immediately and void any bets placed thereon should the bookmaker establish that:

• when the bettor placed the bet, they had information on the result of the corresponding event;
• the bettor was able to influence the outcome due to their participation in the match (sportspeople, coaches, referees, etc.) or because they acted on behalf of participants;
• bets were placed by a group of bettors acting in concert (as a syndicate) in order to exceed the limits setby the bookmaker;
• one bettor has a few betting accounts (multiple registration);
• the bettor is suspected of using special software or hardware facilitating automated betting;
• unfair means were used to obtain information or circumvent restrictions imposed by the bookmaker.
• In the aforementioned circumstances balances on customers’ accounts shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated. The bookmaker reserves the right not to reimburse the bettor for any service charges imposed by payment systems while depositing and/or withdrawing monies from the M***** account.

Maybe the above would have swayed the moderator to accept my complaint.  I do understand that having multiple accounts was wrong.  I always accept no bonus - so i was never abusing that part of the casino. I only played live dealer casino.   Their security team had the nerve to say i was fraudulent due to my sports bets!!!!!! - I never placed any sports bet ever!

Its always a David vs Goliath when dealing with these operators.

The casino is Melbet Casino

[ValDes]

Hey again and thanks for the additional info presented. 

Few questions if you don't mind: 

1/ Could you please clarify whether you used the Operator's Sportsbook OR Casino product (or both). It's really important to know cause AGCCS rules says only casino related complaints are being handled. 

2/ Despite the multi-account accusations, if NOT lost already, your deposit must be duly returned. As far as I understand here, the Operator is claiming your deposit has already been refunded? If so pls provide further info. 

Thanks.  

[tonyxc]

Hi ValDes,

 

1.  I used the Casino product - live dealer baccarat.

2. This all happened on 19-20 Oct.  depending on the timezone.   On 19th Oct my balance was $1200 USD, I played and lost all the money. So I made 2 new deposits via bitcoin for a total of $1132 USD and I played and won some money to make the last balance $2205 USD.   This is when i tried to withdraw money and was rejected - this is when the Security team blocked my account and the balance was still $2205.       

They are saying my deposit had been return, but they have not!!!!!   

A. How do they know what crypto address is?

B: I have asked them to prove to me and show me the refund transaction!  It is not hard just to look at my accounts transaction history - prove to me the refund!!!

I can show you my 2 crypto accounts that i used for the depositing to Melbet - they do not show any deposits from anybody since 19Oct.

"In the aforementioned circumstances balances on customers’ accounts shall be refunded after an investigation has been concluded. The balance shall be calculated excluding any unfair profits generated. The bookmaker reserves the right not to reimburse the bettor for any service charges imposed by payment systems while depositing and/or withdrawing monies from the M***** account."

Melbet needs to refund me $1132USD - fair and square. no????   I played live dealer baccarat - how can i win fraudulently on that !!!!!  

And why did the Security team come up with some lie about me fraudulently placing sports bets!!!! 

Melbet just need to allow me to log in and withdraw my money - and we can close this issue but as always, the customer always has to fight whenever its withdrawal time.

 

 

[tonyxc]

Please @ValDes    i can use your assistance...

[ValDes]

Hi @tonyxc, 

I see... Feel free to submit a new AGCCS case but this time, please make sure to explain everything in greater details as well as to explicitly clarify that you are claiming refund of deposit not winnings. Good luck!

[tonyxc]

Thank you.  I will need all the luck!

[ValDes]

Here's an update for you @tonyxc. Your new AGCCS case has just been reviewed and processed. Link here: 

Melbet Casino - Closed the account and confiscated winnings but refused to refund my deposit

Pls make sure to follow strictly all AGCCS guidelines and cooperate to our Complaint Team. Thanks and good luck!