BigMac@MacTries
I have wagered over $300M on online casinos and have never experienced anything like this.
Last month, I signed up to @dopexyz and deposited $30,000, which I lost. I claimed my lossback and returned earlier this month with another $40,000 deposit.
I played the same way I had initially played, eventually dropping to around $5,000 before turning it around to nearly $100,000 and attempting to withdraw.
That is when the problems began.
My VIP host, Rob, was the only person who consistently tried to help. I was told my account had been flagged for AML because of my betting pattern and wager volume. This was confusing, considering the exact same activity had apparently been completely fine when I was losing.
I was told the relevant department had been contacted and that the issue was being escalated. I was then directed to live support, which was initially unavailable. When it finally became available, an agent named Preston responded once, said they would investigate, and then stopped replying entirely.
I have contacted live support repeatedly. My messages have been left on read and ignored for days. Friends contacted the same support channel and received immediate responses, so this does not appear to be a general support issue.
The situation became even worse when I cancelled and attempted to split my withdrawals. The funds were not returned to my balance, leaving close to six figures effectively unavailable for days.
It has now been almost two weeks without a withdrawal, a clear explanation, or a final resolution.
The explanations have also continually changed:
• First, I was told I had been flagged for AML due to insufficient wagering.
• Then I was told Pragmatic had flagged my account.
• I was told Pragmatic would respond to resolve the issue.
• Nearly two weeks later, I am apparently still waiting for that response.
For clarity: I categorically deny multi-accounting, bonus abuse, or any similar conduct. This is my only account. I have wagered approximately $385,000 against $70,000 in deposits—more than 5x my deposits in wagering.
I have tried every private channel available to me. I have been patient, cooperative, and have given the operator ample time to resolve this privately.
I did not want to go public because I believe @dopexyz is a relatively new operator and I would prefer to see them succeed. But at this point, I need a clear explanation and access to my funds.
@dopexyz — please resolve this publicly or privately. I am happy to provide any information required to verify my account and activity.
I hope the team does the right thing and resolves this fairly.
