Mecca Games Casino - Player's winnings were confiscated and deposit returned.

My account as been closed - had email stating keeping the £6250 but they retured my deposits of £1430.

I have always played meccas bingo so i decided to join mecca games.

I won £2100, but couldnt withdraw had to go threw verification. it took a month they keet saying something wasnt right or they didnt recive the documents. I ended up sending the several times.

my account got locked had tro speak with safer gamblimg, they opened the account but i couldnt add a new card so i played and won £6250. They locked the account straight away, i rang the safer gambling who locked the account, they said i should have withdrew it not played it. I didnt no that was a rule !! any how they put it under review. I recieved an email saying accounts closed and will not pay the winnings.

I used a bank card that isd a joint account with me and my wife. Little did i know she self excluded. i didnt know. so they will not pay. Can they do this , also they closed my mecca bingo account - but i have not recieved the deposits made to that using the same card

Dear paul5867,

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

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

Do I understand correctly your wife's self-exclusion in the casino is currently active? Is she registered at Gamstop? (https://www.gamstop.co.uk/)

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

Best regards,

Tomas

Yes. But it was all new to me my wife bring on gamstop. It was Mecca games that told me I didn’t know at the time

Thank you very much, paul5867, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I have received there letter of final decision letter from Mecca

Dear paul5867,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear paul5867,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru