The player from the United States had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings hadn't been received yet. The issue had escalated when the casino accused the player of having multiple accounts and chargebacks, which the player vehemently denied. The casino also cancelled her payout through Paynote without notification. Further, the player alleged that the casino had slandered her on Trust Pilot, deleted her transaction history, and retained her personal and banking information. Despite the player's concerns, the Complaints Team concluded that the casino in question was a social casino, not a typical deposit-play-withdraw type. Consequently, the team was unable to assist further and the complaint was rejected.
Player’s withdrawal has been delayed.
Amount: $117
Sweepstake.mobi
Submitted: 14 Oct 2023 | Case closed : 19 Oct 2023Other
REJECTED
Case summary
This is from my review on Trust Pilot and details the issues I'm having with this group
Update 10.14.23
I have sent 2 emails solely to update my phone and spoke to them on the phone about updating my number since the last update so I can get my cash out. They still have not updated my phone number.
They processed my cash out once 2 days ago but had to cancel it because they used old account information instead of the updated information, and they said they would process the cash out again immediately to the correct bank account. That was 2 days ago and my cash out is still pending.
It has been 1 week since I originally requested my cash out. It was denied after almost 4 days for my phone number not being updated on my account. It was denied the second time because the wrong Checking account info was used. Now, on the third attempt, it is still pending after 2 days.
Since I spoke to them 2 days ago, I have asked live support for help updating my phone number again and they just tell me to email management. I've emailed them twice and have gotten no response.
Even though they won't respond to my cash out inquiries, I got an email from them asking me to change my review. This review is not out of spite or to be vengeful. Everything I have said is 100% true and I have many screenshots, chat logs, and emails to prove it. If they don't like my review, then that's on them because this review is 100% true based off my own personal experience with them.
I just want my cashout and then I have no intention of ever playing with them again.
Reply to Sweepstake.mobi 10.12.23
There have been no other emails sent to me from you today besides the one where I was falsely accused of registering under a fake number as an excuse to not honor my cash out request after almost 4 days. I replied to it already.
Updated Information 10.12.23
I received an email from Sweepstake.mobi at 1:49pm today (about 30 minutes ago) stating they canceled my cash out request because I registered under a fake phone number. I've had an account with them for about a year and switched phone companies about a month ago, so, yes I currently have a new number. The number on the account is my old phone number, not a fake number, and I have no idea how to update it on their website. There is no instruction on their page on how to update a phone number and live support didn't bother to even answer me when I asked them about it. How am is supposed to update my phone number under those circumstances? What does my phone number matter when they have my email and banking information? This is not the first time I've cashed out with them. Ive deposited with them I dont know how many times. But my phone number not being updated is a severe security issue preventing them from cashing me out when they take my money just fine? Yeah, right.
So, to sum up, they really just emailed me implying I'm scamming them in some way because the number on my account is no longer active and declined my cashout request after 4 days of waiting as a result. So, I am now changing my rating for them to 1 star.
Sweepstake.mobi has an excellent selection of platforms and are quick at processing deposits to your wallet or selected game most of the time. Customer service is sarcastically rude most of the time and will flat out ignore you while in live chat. They are very slow at cashing out your winnings but will tell you they process faster if you give them a big tip. Ive been waiting 3.5 days for $120. For me, it's hard to get games to hit through them. I can play the same platforms under another account with another provider and my winning ratio is better 9 times out of 10. They still owe me $20 from over 6months ago for a deposit of mine disappearing. They claim they refunded it but they didn't and never showed proof. The main reason I still play with them is because they accept debit cards. Otherwise I wouldnt.
Dear crystaljunkmail500,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
They claim to have submitted and processed my cash out and say I should receive it by the 20th. I'm hoping that's true.
I was scheduled to receive my payout today through Paynote, but it was canceled with out notification.
Then they replied to my review on Trust Pilot and claimed I had multiple player accounts and charge backs.
I have one account. It is the only account I play with and deposit on.
I have only cashed out with them 1 other time in my whole life and that was over 6 months ago.
They are cheats and frauds.
They didn't pay me out because I didn't delete my review on Trust Pilot.
https://www.trustpilot.com/reviews/652800e538b4f38d90745509?utm_campaign=review_replied_email&utm_medium=consumer&utm_source=ReviewRepliedEmail
New updates
They have publicly slandered me and accused me of committing very serious crimes on Trust Pilot, and I can very easily prove that everything they said is false.
They have banned my account on their website, but I was still able to login.
They deleted all transaction history, including my winnings and withdrawal, and even stolen the $3 I had in my wallet there.
They claim to have deleted my account on their site but they just deleted in money I had and all transaction history. All of my personal info is still there including my address and banking routing and account numbers I'm which they refuse to delete.
***As far as the transaction history is concerned, I have copies of it already. Them deleting it doesn't affect anything. I have the statements from them and can show on my own bank statements the payments went through on my account and they did go through to them. They claim I'm a fraud and scammer using a fake identity and fake bank accounts. I used my debit cards to my accounts that are under my name and given proof of identity whenever asked. It's kind of a waste of time for me to steal my own identity so I don't know how to come at that. Then they keep saying these things about me but they are the ones keeping my bank account information, debit card information, drivers license copies, and my address on file and on display on my profile. For what? They keep harassing me and slandering me and falsely accusing me of crimes I have not committed and have even threatened me. He says it's because I'm a scammer. I haven't scammed anyone. It's because I haven't backed down and haven't deleted my review.
Thank you for your reply, rauzitofloresta. Unfortunately, you registered and played in a social casino. This fact is stated in the T&Cs of the website:
I am sorry, but this is not a typical deposit-play-withdraw casino and we are not able to add it to our database of online casinos.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
