Hollywood Casino - Player's account is suspended and winnings are at risk.

They are running a scam and trying to steal my winnings from me. The new user promo they’re offering a complete scam. They will wait for you to deposit money and win and then suspend your account and refuse to help you. I signed up for this app for the new user promotion and won $140. My account was the suspended for literally NO REASON & I was told I would have access to my account after 30 days. Since then I’ve sent several emails and they have all been ignored. I tried to speak with a supervisor twice and both times and agent named "Michael" lied and told me that wasn’t possible in under any circumstance and that the don’t allow customers to speak with supervisor via chat. The second time I reach out, Michael threatened to ban my communication privileges for reaching out multiple times about an issue that has "already been resolved". However, the issue obviously isn’t resolved if my account is still suspended. Since then, all of my chat communications are ignored. If I reach out with my email that is on file my chat is ignored and I am stuck waiting in the queue for 5+ hours. I originally thought there was just a long queue time however when I reached out via chat using a fake email address my message was immediately answered. When I asked an agent and a supervisor why my messages were being ignored. I was lied to again and told it was because they were experiencing longer wait times than usual. However, I have tested this out on multiple devices during multiple different days and every single time my communications that include my email address on file or ignore at any time. I use a fake email address it is immediately answer which proves that my communications have been banned in my account is blacklisted. Also, I have researched this online and there are several other customers who are going through the exact same thing where they will suspend your account and blacklist you so you can’t communicate with them at all about them stealing your money. Since then I have been communicating via chat using a fake email and I have spoken with the supervisor four different times even though the original agent I spoke with me, Michael lied and said that wasn’t impossible at all. When I reported this to multiple supervisors, they all dismissed my complaints and completely ignored them anytime I tried to get this addressed. At this point, I would just like to withdraw the money in my account so I could be done with this app. They are clearly running a scam and this customer support is horrible especially the agent named "Michael"

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hollywood Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Could you please specify how much you deposited?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Ihatehollywoodcasino,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru