Hi Dannyg9,
The same thing happened with me an hour ago. Check the whole transcript. It's a pure fooling. I don't think there's anythyng we can do however I will raise this issue with
Casino Meister.
Zuga, what's your opinion on this? The other thing is that they have the same reference numbering system as Linesmakers, moreover it looks probably have the same background organisation. The reference number for this chat is LTK61309491741X, the one with Linesmakers from a week ago was: LTK61309458270X. Strange, isn't it?
info: Hello, my name is Raquel Jones. I'll be assisting you today.
Levente Horvat: Hello Raquel, can you please check my account? seems to be it's blocked
Raquel Jones: Let me check please.
Levente Horvat: OK, thanks
Raquel Jones: Unfortunately, your account has been disabled for security and verification purposes. We cannot disclose any details, other than this was a decision taken at Management level. Regrettably, we will be unable to enter into further correspondence pertaining to this matter.
Levente Horvat: OK, I see, is there anything I can do?
Levente Horvat: Nobody notified me about any issues
Raquel Jones: We are sorry for the inconvenience, but there is nothing you could do. It is management decision.
Levente Horvat: May I expect to be advised about the reason? I have deposited some amount, now it's blocked and nobody said me any word!
Levente Horvat: not a single email, nothing
Raquel Jones: Right now you only show $30 which are from bonus money and that was not earned, so no funds are available for you in order to make a withdrawal.
Levente Horvat: I have around 600 in my casino account...
Levente Horvat: Raquel, it's not about blocking my account, it happens but I would expect from a reliable Casino (as you state yourself) to inform me if there's any issue.
Raquel Jones: Correct, I understand.
Levente Horvat: Account verification is a normal thing, happens with most of other casinos but you are the first one in last 3 years from whom I haven't got any notification about that
Levente Horvat: So when can I expect an official explanation?
Raquel Jones: Unfortunately, our system inactivates the accounts when they do not pass the security measurements and we do notice those cases until the customers contact us as you are doing right now.
Raquel Jones: I am going to send a request for your balance to be credited back to you.
Levente Horvat: This is the way you treat your Customers?
Levente Horvat: No, please don't. May I request to be called tomorrow by your manager, My number is 00353-xxxxxxxxx. It's in Ireland
Raquel Jones: We are sorry for the inconveniences that this may cause you.
Raquel Jones: Unfortunately, I am not able to do that.
Levente Horvat: Can you please give me your manager's contact details?
Levente Horvat: I would like to talk to somebody who can explain me what's going on
Raquel Jones: I am sorry for the inconvenience and I do understand your frustration, but the supervisor is monitoring this chat and we are not able to know the reason why your account was closed, not even him.
Raquel Jones: Please accept our apologies, but as per management decision your account will keep closed.
Levente Horvat: Raquel, I understand your situation. Just wanted to get in contact with somebody who can give me an explanation. Can you please ask your supervisor to help me contacting the right person?
Raquel Jones: I already did, but he is even telling me there is no way for us to know the reason of your account closure. The only information we have is that it will remain as inactive.
Levente Horvat: I understand but there has to be somebody in your organization who will be able to tell me the reason. I want to talk to that person!
Raquel Jones: I am sorry for the inconvenience, but as I told you before there is nothing we can do. Please accept our apologies.
Levente Horvat: Excuse me but I am your Customer and we talk about my money. I think this the minimum I could expect from your organization
Raquel Jones: As I told you before, I am requesting a ticket for your balance to be credited back to you, so you do not have to worry about it.
Levente Horvat: Raquel, it seems you don't understand me. I want to get an explanation. Can I get it from your organisation or should I request it through legal chanels?
Raquel Jones: We are sorry for the inconvenience, but there is nothing we can explain to you, but that your account will remain inactive.
Levente Horvat: Does it mean you refuse to give me explanation about blocking my account?
Raquel Jones: It is not that I am refusing, but as I told you we do not have an answer for you.
Levente Horvat: Don't missunderstand me, after this I would have anyway immediately recalled my money, and I really don't care for it but I can't accept the missing explanation
Levente Horvat: OK, let me ask you on another way, do you refuse to contact me with the person who made this decision?
Raquel Jones: I do understand, but there is nothing we can do at the moment.
Levente Horvat: OK, understood, I have deposited 300 USD with you. Can I expect the whole amount to be returned as well the exchange fees I have to pay to
Neteller?
Raquel Jones: i already made the request and the proper department is going to take care of the situation.
Raquel Jones: Your $300 would be credited back.
info: Your reference ID for this chat is LTK61309491741X. Please quote this ID if you need to contact us again in relation to this matter.
Levente Horvat: OK, may I ask you to which Legal Authorities you belong or who is your Governing Body?
Raquel Jones: The websites we support are owned and operated by Domain Holdings Limited. They are legally authorized and licensed to conduct online gaming operations by the Government of Antigua and Barbuda and operate under license as Gaming Ventures Limited.
Our Customer Experience team is located in Costa Rica.
If you are concerned with regards to legality, we suggest you consult your local law enforcement agency for this information.
We can assure you that we are fully licensed to operate an internet gaming company and we have thousands of satisfied customers.
Levente Horvat: thanks for the information, bye
Raquel Jones: You're very welcome.
Raquel Jones: Thank you for using our live chat today. Please contact us again if you have any further questions. If you have a moment, please hit 'close' and then fill out the feedback survey so that we may improve our service.
