Wheelz Casino - Player’s account has been blocked.

I opened a account in my name but I did not want to use my phone number because of spam and marketing so I used a friend's number.

My friend had an account with the casino already but she gave me a different number not knowing that it would make a difference if she has used that number on another casino under her name. So when it came to withdrawing the money I won the casino had me change my number and I sent them my phone bill and everything. They then said that I will only be able to withdraw when my friend has verified her account with their casino and with the sister casino. So she came to my house so we could get this done and for the next 2 days it was a up and down with the casino. Then at the end when all the accounts where verified they blocked my account and is saying now that we broke their terms and conditions as only one player per household and divice but my friend does not live with me she was only logging in on her accounts to get the verification done. And I have no other accounts at any casino.

I have all the supporting documents and all the chat transcripts of my conversations and my friends with both casinos.

Dear Jacob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all the online casinos. I would strongly recommend avoiding this kind of action in the future.

Could you please forward any relevant communication to petronela.k@casino.guru? Do I understand correctly that all your winnings have been accumulated from a Free Bonus? Have you deposited any funds into your account?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I will forward all correspondence between myself, my friend and casino's to you. And let me clarify no false data was given the only thing I did was use a prepaid phone number to avoid spam to my phone number but then updated my contact details when requested to supply a phone bill. And my friend was visiting from JHB for a couple of days and that is why the login came from the same device and IP. She is willing to go to the police and get a affidavit that states that she does not live with me I am the owner of the IP and live alone so the terms has not been broken as it is only one person per household and IP. So she only used my IP and device because she was a guest. And to supply the relivant information that was asked. And to answer your question the casino did not allow me to deposit because once I've made a deposit I would have been able to withdraw my Winnings which I made with 20 free no deposit spins that did not have a max cash out attached to it.

Thank you very much, Jacob, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you can you tell me what happens from this point forward. I feel that if a casino offers a no max cash out bonus they should honor that and not trap or do everything in their power to make sure they do not need to pay a player when winning a large amount. The Terms where not broken as my friend never played only used this portal to get in touch with the casino to to verify her accounts which I believe was done only because they where trying to find a way not to pay me. I only have the one account with them and have nothing to do with their sister casino. And what or where my friend gambles and does on the sites she plays on should have absolutely nothing to do with me. From the start point I knew the casino was up to something because 2 players sharing a mobile number at two different casinos has never been a problem as far as I know as long as it is not at the same casino but even that should have no effect on paying or not paying out Winnings that where rightfully won. Our information is supposed to be safe and confidential but this was not the case. And I am a 1000% sure that if I did not win or if I won a small amount this would not have been a problem at all. And lastly if you alliw a guest in your house and they kill someone you do not go to jail the person that did the killing does. So I understand if they punish my friend and suspend her accounts but it was my IP, my house and my divice that I won the money on so I did not do anything wrong. And not paying me is unjust. Please let me know if you need anymore information I have every chat cript between me and the casino from the day that I joined and I can get the communication between my friend and both casinos as well. Also let me know if a police affidavit will be needed confirming that we do not live together and that I am the only person in my household. Thank you in advance

Hello Jacob123.

I am sorry to hear about your troubles.

May I ask, your friend used the same cell phone number as you for registration in the sister casino, am I correct?

When she was visiting you, you mentioned the same device. Was she using the same device or just your internet?

This is correct she used the same number on the sister casino but not on their casino and neither one of us knew that that was not allowed I still don't understand how information on another casino has anything to do with this casino.

As for the internet and divice question. I live on a remote farm outside town and telecommunications are restricted to only one divice where I live. Their is not other signal on the farm except if you drive 100km into town. So when guest visit the farm this is the only way to communicate.

But I like to make it clear again that I am the only perminant person that lives here and like I said before my friend and I are both willing to get affidavits from the police to verify this. The casino now has blocked my account yet I'm still getting emails from them in a daily basis with promotions and asking me to rate their chat service.

Iike to just make it clear again that my friend only used the divice to log in and speak to the chat not to gamble only to verify her account as they requested. And till today I still do not understand why she had to do that so that I could deposit. It all just seems to be a trap the casino tried setting to make sure that they did not have to pay me

Jacob the problem is that you didn't use your own personal details for registering to the casino.

It is a basic rule in our fair gambling codex for players:

https://casino.guru/fair-gambling-codex-for-players

We can't go against our own codex by supporting you in this case.

You can contact the casino and explain them the situation, but it is purely up to them what they decide to do.

I am very sorry, but I don't see an option of how we could help you.

That's the thing that I kept on trying to explain to the casino. I did not use false information. The phone number that was used is a prepaid no. that my friend gave to me because I was complaining about spam messages coming to my everyday number. So she had a spare simcard that she then transferred over to me.

She used the number once before months ago on another casino.

Not on Wheeldz!

And since the simcard now belonged to me I did not understand what the problem was or why I had to change my number but did it anyway to make because the casino told me that is all that needed to be done to complete my verification process.

So once again I have the proof of sim transfer to show that that number use to be my friends but when I registered my account it belonged to me.

I have never created more than 1 account with 1 casino!

And at the time of the registration the number that was used was in fact mine. I legally took this number over from my friend and she had her new number listed on her account when she registered her account.

The only link was on Wheeldz sister casino and my I ad,

1. How am I suppose to know where she has used the number in the past and it should not matter since it was not at this casino and happened in her name not mine!

2. Nowhere does it say that two different players may not use the same number at two different casinos.

3. And I do not have a account at the other casino.

I DID NOT:

~Break any Terms and Conditions or

~Use false Information

I only claimed one bonus from my own IP and Device and used information that legally belonged to me at the time of registration and have never had or registered a account with the Casino's sister Casino.

I would like to invite the casino representative into the case.

Please explain to us what exactly happened and why Jacob's account has been blocked.

Thank you and what happens if the casino does not respond?

So now the casino did not respond what now

Jacob123, because the casino didn't respond and because of the nature of your complaint, I suggest you submit the complaint to the MGA (the casino regulator)

Please fill-up the form here: https://www.mga.org.mt/support/online-gaming-support/

Please let me know when you submit the form.

Thank you i will do it today and let you know when it is done

Any advice on what additional information i should submit in regards to conversations with casino.

And what is important and what not. Should i add proof of phone number belonging to me and should i have my friend do an affidavit at the police confirming the hand over of the phone number and that she does not live with me but was just visiting?

For now, just the basic information (you can mention that you can provide them information from the police and the ownership of the phone number info)

Probably after the investigation begins, they will ask you for those.

Thank you and tipcally how long does this take? I completed the document this morning

Hello Jacob - usually the MGA reply in a few days and the case is investigated in a few weeks. However, the covid situation may prolong the times.

I am closing this complaint as unresolved with a status waiting on the decision of the regulator. Jacob, when you get the response from MGA, please forward it to my email (matej@casino.guru), and we will reopen the case and close it accordingly.

The ADR of the casino ruled the case in favour of Jacob. Now we are waiting on the casino reaction. Jacob's account is still closed.

Hello Jacob.

Any news regarding your case?

Did the casino pay you?

Dear Jacob123,

We are extending the timer by 7 days. 

I am closing this complaint as unresolved with a status waiting on the decision of the regulator again, until we get the final response.

Jacob wrote to me that the casino eventually paid him.

I am glad to hear that your issue got resolved. One more time, sorry for all the trouble.

I am closing the complaint as solved in our system.