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gbTheMushyPea
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24 May 2016 - 9:32am

Help with Sapphire Rooms locked account

15 replies • Last post

I recently took a friend in as he needed a roof over his head. Gambling problems had seen him without the money to pay his rent and he'd also lost his long-term girlfriend.
The reason I took him in is as I can sympathise, I've been on the cusp of a gambling addiction myself and whilst I've lost a lot of money over the years, I've always stopped before allowing myself to get into debt.

I have a number of accounts, but amongst these are Nektan accounts with 'Touch Lucky' and 'Sapphire Rooms'. The Touch Lucky account has been a particular thorn in my side - I dread to think how many thousand I've lost on this account. Even when I've won decent amounts I've managed to lose them all - often withdrawing the winnings, but cancelling them in the processing period.

Last weekend I left my phone in the living room and, in addition to this, was a debit card for my Grandad's account (I go shopping for him as he is unable to get out). At some point in the night my friend has accessed my account (it automatically logs in) and has gone to town on my grandad's card. I know this sounds far-fetched, but it's the truth and it isn't actually where I'm going with this. Once I'd noticed what had happened the next day I contacted Touch Lucky and asked if the money could be refunded. They closed the account for the purposes of 'fraud' and said they would look into it. I spoke to my friend, spoke to my grandad and between us we sorted it out - we decided no further action would be taken and I didn't chase Nektan for a response.

This weekend I won *fairly* big on Sapphire Rooms - still not more than I've lost over the years, but it goes some way towards lessening the deficit. I have attempted to withdraw the money (there is a maximum withdrawal of £2000 per day and I have, therefore, requested 2 withdrawals). When I attempted to log on today to make a further withdrawal it says "Account Closed, please contact Customer Services). I have done this and they have told me it is as a linked account is being investigated for fraud.

What is likely to happen here? Surely they can't have it both ways - i.e. take my money, but never pay out?? I'm worried I will not be able to withdraw my winnings and there is no-one who I can talk to about it - apparently all correspondence must be done by email with Nektan's fraud department. I just want the money that I've won - surely they have to give it me?

auCL-Ed
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24 May 2016 - 9:56am
#1

I think that you will have to wait and see how the fraud investigation plays out. This is a standard procedure when there are allegations of fraud made. What I find interesting is that you were still allowed to play on your Sapphire Rooms account even though the other was locked, and they did not detect or lock it until you tried to withdraw. That is a pretty poor process on their behalf. Get back in contact with them, explain what happened, and try to find out what information they need to complete the investigation.

The problem is that from the casino's point of view, they have no way of knowing whether the story about the friend misusing the card on your account is true. Without corroboration it could be seen as the actions of a remorseful gambler who wants to get back money that they have lost. It is hard to understand what your friend thought that he could get out of gambling on your account. After all if he won the withdrawals would go to you, not him. I know, he has a gambling problem, but that is seriously strange behaviour.

Keep us updated and if you have no success I'm happy to contact the casino on your behalf and try to help you out.

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gbTheMushyPea
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24 May 2016 - 10:31am
#2

Thank you very much for your response.

With regards to the accusation of fraud, this issue has now been sorted amongst ourselves and no further action is being taken by any parties. Surely, therefore, they'll have to pay me the money that has been won legitimately. Deposits were made by me, played by me and withdrawal is requested to the same account the deposits were made from.

gbTheMushyPea
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24 May 2016 - 10:33am
#3

And surely they can't have it all their way? They either need to give me the deposits back or my winnings, surely?

gbTheMushyPea
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24 May 2016 - 10:39am
#4

Also, i exchanged the following emails with them:

SAPPHIRE ROOMS

Your Sapphire Rooms account is temporarily locked whilst under investigation. This account has been linked to a Touch Lucky account in which you have claimed a card which was not under your name was used without your consent. Due to the serious nature of the claim and any suspicion of fraudulent activity we are obliged to investigate the matter fully, as such the accounts will remain closed during this period.

In order to proceed further with the withdrawal process we will firstly need to finalize our investigation, we require your assistance with the following:

1. We need copies of front and back of cards ending in: 0251, 5786, 8578, 6006, 7819 and 7070

2. Bank statements for those accounts

3. ID

4 Up to date Utility Bill

5. Copies of the card, ID and utility bill for the account holder of the card ending in 8217.

6. Clear explanation as to why and how another card was used in your Touch Lucky account. We can see from your last email, you claim this to be a family member, so please include as much information as possible in order for us to process the case in a faster manner.

Please be advised, at this moment in time, all withdrawals have been reversed and funds are frozen in your account and will remain as such until the investigation is concluded.

Once you have provided us with the information requested above, we will contact you with our findings and advise on next steps.

Should you have any further questions please do not hesitate to contact us.

ME

Thank you for your email.

Regarding the Touch Lucky account my cousin who was living with me at the time was playing on the games via my account, I had let him play before and had no issue with this. However he also used our Grandfathers card to make deposits and whilst I didn't realise this at the time I have since learnt he had been given permission to do so-they have resolved payment between them and there is no case for fraud, hence why I have not followed up on this matter. I can obtain confirmation of this from my grandparents where required. Now to address each of your points.

1) some of those cards are now lost and have been replaced - they all relate to two current accounts that I have. Attached are the two current cards (0251 & 7070) which supersede any of the other numbers.

2) all banking for those accounts is done online-what is it that you specifically need? Will a screen shot suffice?

3) passport attached as ID

4) utility bill attached

5) this is my Grandparents debit card - why do you need copies of their bank account & ID? I attach a copy of the card.

6) Explanation given above.

I trust you have all the information you require and I now look forward to receiving my winnings.

auCL-Ed
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24 May 2016 - 12:36pm
#5
TheMushyPea wrote:

And surely they can't have it all their way? They either need to give me the deposits back or my winnings, surely?

Yes, usually what happens in the case of fraudulent deposits is that the casino refunds them. If you made further deposits at Sapphire Rooms after the fraud investigation began then most likely there could be 2 outcomes: 1 - they find in your favour and pay your winnings, or 2 - they don't in which case they should refund the deposits.

I know you're upset but try not to jump the gun - it sounds like they haven't made a decision yet so try to work with them, explain what happened, and see how it goes first.

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gbTheMushyPea
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24 May 2016 - 12:56pm
#6

Thanks, you're very helpful.

I'm trying not to be too anxious, it's just this money would make a huge difference to my life and it feels too good to be true that I'll get it.

lvblck
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24 May 2016 - 10:35pm
#7

This casino doesn't accept players from my country, so I don't have any experience with them. But I really hope everything will turn out in your favor.

gbChelsea
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24 May 2016 - 11:24pm
#8

Maximum withdrawl of £2000 per day is pathetic. And I see on the review that its £5000 per month in total which is even worse. You should play somewhere else once this is over because they sound like penny pinchers and if you hit a really big win it could be months before you get all your money.

Good luck I really hope it works out for you.

auCL-Ed
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25 May 2016 - 12:12am
#9

The interesting thing about that is that we actually had £10,000 per day noted on the review because that was the limit at the time we checked it. But after TheMushyPea's comment about it only being £2000, we double checked and then updated the review. It is not a good sign when casinos reduce their limits significantly like that and to such relatively small amounts.

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gbTheMushyPea
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25 May 2016 - 4:42am
#10

Things beginning to look more positive:

Thank you for sending you document copies and for the further information regarding the activity on your Touch Lucky account.

We have now re-opened your Sapphire Rooms Casino account. However, having reviewed the documents you have provided we still require the following in order to process any withdrawal for you:

A copy of a utility Bill and ID for the card holder of the card ending 8217 and a signed and dated copy of the attached authorisation letter. This is in order to formalise the permission granted for the use of this card.
Screenshots of your bank statements showing transactions made with cards ending 5786, 8578, 6006 & 7819
The approximate date on which you last changed your residential address and the house number and postcode of the previous address.
Should you have any further questions please do not hesitate to contact us.

As has been said above, the withdrawal limits are stupid, it's going to take me 3 months to withdraw the bulk of my winnings.

1 member gave thanks for this useful post: CL-Ed

gbTheMushyPea
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25 May 2016 - 2:37pm
#11

Sorry, me again.

This has now been resolved and I can begin to withdraw. When it says £5000 per month is it likely to mean per calendar month, i.e I can take £5000 over the next three days (£2,000, £2,000 & £1,000) and then the same at the beginning of June or will I have to wait 30 days?

lvblck
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25 May 2016 - 9:19pm
#12

I'm not an expert but I think you should be able to withdraw in the beginning of June. It wouldn't be fair if you had to wait 30 days. But I've never been in such situation so I just hope everything will go fine with your cashout and good luck!

auCL-Ed
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25 May 2016 - 11:33pm
#13

That is great to hear TheMushyPea. I'm glad it was resolved.

The withdrawal limit usually depends on the site and what is written in their terms. Some say "£5000 in any 30 day period" while others say something like "per month". Sapphire Rooms says:

Quote:

Withdrawal requests are limited to one per day up to £2,000 and a monthly limit of £5,000.

I would interpret that as per calendar month.

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gbTheMushyPea
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26 May 2016 - 1:29am
#14

Thanks, again, for your replies.

I've since self excluded from the account-it's too tempting having it there and not wanting to try and increase it. Plus, I'm going out tomorrow-if I've had a drink I'll likely tear through it when I get in without even thinking about it!

Withdrawal has now been done slightly differently but I'm led to believe I'll receive £5,000 before June, £5000 at the beginning of June and the balance at the beginning of July.

Had I waited all that time without self-excluding I'm guessing it would have gone down significantly and I'm guessing that's why they have these protocols.

auCL-Ed
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27 May 2016 - 12:15am
#15

Good decision.

It may or may not be the case with this group, but I have no doubt that some casinos with small withdrawal limits do it quite deliberately to exploit players in your situation. If you're that tempted though it would be a good idea to quit gambling altogether.

Always play it safe! Consult our list of rogue casinos and warnings before depositing.
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