SOOTY_ Posted 2 April, 2020 Share Posted 2 April, 2020 Was grinding Lil Devil lastnight when the game crashed and when I refreshed I'd lost all my hearts (I had just 4 to go). The casino I was using (usually quite decent) then decided to lock out my account when I was speaking to them on live chat! I'm trying to get it repoened, do hearts return? Link to comment
desity2017 Posted 2 April, 2020 Share Posted 2 April, 2020 Good morning @SOOTY_, Mant people got the same issue before and it has been solved. Bit if you ask for help maybe you should tell in which casino you played and maybe @Skylined87 will be able to help you Link to comment
SOOTY_ Posted 2 April, 2020 Author Share Posted 2 April, 2020 Hi Desity! It's on PlayGrand casino, I'm not sure if there was an issue with BTG or something... but the casino has now locked my account and they won't re-open as they say an investigation is on going! Would not normally be bothered so much but I have a balance on there still, their live chat has also not been so helpful ! Link to comment
desity2017 Posted 2 April, 2020 Share Posted 2 April, 2020 Did you play with with bonus and maybe broke some Terms ? Link to comment
SOOTY_ Posted 2 April, 2020 Author Share Posted 2 April, 2020 @desity2017 Nope no bonus all raw, the game just crashed about 6 hearts away, when I refreshed all gone and when I contacted live chat the blocked my account without warning and aren't really telling me what's going on. I even asked them if I could withdraw the balance but they won't let me. Link to comment
desity2017 Posted 2 April, 2020 Share Posted 2 April, 2020 What kind of reasons they gave you for blocking your account? Link to comment
SOOTY_ Posted 2 April, 2020 Author Share Posted 2 April, 2020 41 minutes ago, desity2017 said: What kind of reasons they gave you for blocking your account? None, they seem to be playing the 'our investigations team is handling it' because I reported a game crash before the hearts disappeared. I am concerned I am going to hear nothing and I will never be allowed to log back in. Link to comment
pausefisk Posted 2 April, 2020 Share Posted 2 April, 2020 This happened to me aswell, but each casino has different pratice when it happens. I have not been locked out, but has been strongly adviced not to play anymore untill problem solved, and this can take several days i'm afraid. I'm confident this will be solved, and its probably less work for the casino if your account is not beeing used while investigating. You shouldnt worry too much - you're thinking worst case sceanario. But, i understand you are worried since we can ready casino's are scamming people almost every day. Link to comment
SOOTY_ Posted 2 April, 2020 Author Share Posted 2 April, 2020 57 minutes ago, pausefisk said: This happened to me aswell, but each casino has different pratice when it happens. I have not been locked out, but has been strongly adviced not to play anymore untill problem solved, and this can take several days i'm afraid. I'm confident this will be solved, and its probably less work for the casino if your account is not beeing used while investigating. You shouldnt worry too much - you're thinking worst case sceanario. But, i understand you are worried since we can ready casino's are scamming people almost every day. Thanks, they have just emailed me to say they are investigating (I know this already) and advise it can take up to 10 days to resolve this type of query, which I can fully appreciate given the circumstances around us right now. I just wish their initial live chat was more clear about what was happening. Had a bad experience last year with another brand, thought the same was going to happen here! Link to comment
pausefisk Posted 2 April, 2020 Share Posted 2 April, 2020 @SOOTY_ yes this can take upto 10 days. I've had cases i had to wait 2 weeks, and some cases that took only a few days. Just keep calm Link to comment
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