CasinoMax - Player's account closed due to a disputed transaction.

The management at this casino franchise did something to me that was absolutely despicable. I haven't played here for quite a long time only because of something that this casino (or their processor) did and then turned around and blamed me for it. The type of player that I am I periodically shut down accounts for cool down times. Well, there was one time in which, during one of those cool down periods where I had shut the casino account down that the casino's processor tried to charge my bank a duplicate charge that they had already charged several months prior. Well when I contacted customer service about it I was instructed that there was nothing that they could do about it. And the customer service rep said after he inquired with their cashier and that the instructions were for me to dispute the charge because it was a mistake made by their processor that had affected many hundreds of customers across the real-time gaming footprint. So I did just that as instructed. Well when I went to reopen my account I was told by their manager that I could not reopen my account because I had a charge back ...notwithstanding I had made thousands of dollars of deposits for years across all of their brands without issue and the amount that had the issue due to their processor mistake was roughly only about $35 to $75. When I explained to him that this was a mistake of their processor (THAT THEY WERE AWARE OF) and their customer service agent instructed me to do as I did and that I was only following the casino customer service instructions he simply said the decision was made and disconnected the call. And then did close all of my casino accounts across all of their sister brands. Absolutely despicable behavior and to this day I still cannot log in!

Dear Casino_tester,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the main issue here is that you are unable to reopen your account?

Please understand, that we can’t penalize the casino for keeping your account closed for whatever reason. Furthermore, unfortunately, we are not in a position to force casinos to reopen closed accounts. Therefore, I am afraid that there is not much we can do for you in this situation.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you for being understanding.

Best regards,

Kristina

Dear Casino_tester,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The reason I submitted this complaint as was so the attached evidence could be escalated to casino upper management since when I attempted to do so the customer service said they wouldn't. And to this day what was done (by what I suspect was a lower level manager) has never been properly escalated. To this end please see below attached evidence. In the attached Email one is where the customer service agent stated that this was their processor error and also instructs me to dispute the charge. Email two is where I replied saying I DON'T WANT TO DO THAT for fear I would be flagged as having a charge back and where I asked him to guarantee that I wouldn't be penalized if I did so. Email three is where the customer service agent again said that these are the instructions for me to follow and that it is THEIR recommendation (nor mine). Again THEY DID THE VERY THING THEY SAID THEY WERE NOT GOING TO DO TO ME 🙁 by then blaming me for following their instructions! Even when I tried to avoid this by saying that I didn't want to. I have been trying to get this escalated for quite some time so if you could assist me with at least that it would be greatly appreciated.

Thanks so much.

Thank you for your reply, Casino_tester. I am sorry, but if the only reason you submitted this complaint is because your account was flagged, we are not able to assist you further. I understand that this situation is unfortunate, but as long as no funds are being held in your closed account, there is nothing we can do.

Dear Casino_tester,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.