me88 Casino - Player's account locked after winnings.

I won in me88ph casino with the amount of 8000 php. I request for a withdrawal after several minutes my account was logout automatically and when I try to login back I get an error account was locked.

I contacted the Customer Service and ask why did they locked my account and I have a withdrawal request. The reason they gave me was multiple account so I ask if there is any proof screen shots or any data to prove that i created multiple account as expected they cant provide any coz i only have one account. Then the customer service replied with different reason since they cant provide proof a lame excuse suspicious activity so i ask again what suspicios activity and elaborate it? Is that even possible because i only play slot machine. they just reply they cant disclose any inforamtion because its confidential lame excuse.

Hope you can help regarding this matter.

Thank you

Dear farmvilleisko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Were your winnings accumulated with or without an active bonus, please?

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? 

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi Petronela,

Thanks for your quick response. Ill answer all your questions.

Im a new member to the website newly registered as far as i remember there is no verification process like phone or email verification, after i register to the website i deposit and claim there promotion bonus welcome bonus then i lost 0 balance already then i deposit again and this time i didnt claim any promotion bonus regular deposit when im transfering my funds to game wallet i got an error transfer is locked so i contact the Customer and ask why I cant transfer my balance to game wallet and CS replied that the promotion is still active and to be able to transfer my balance to game wallet they need to cancel the promotion so thats what they did they cancel the promotion in short my second deposit no promotion and then I won.

And for the IP address im really not sure but one thing i told to the casino is that im using mobile data yes its possible if the telco assign an ip to my mobile device that is already used by someone but its not my fault. and for the sake arguments my point is i won with no promotions.

And also PAGCOR sent me a list of accredited CASINO sites pls see image below they are not on the list.

PLease let me know if you have questions?

Thank you,

Is there any relevant communication between you and the casino that you could share with me before we contact the casino directly? If you didn't complete any verification, could you please advise if you sent any personal documents to undergo the KYC process?

Dear farmvilleisko,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.