My complaint consists of three parts.
1) they didn't respect my choice of closing account immediately, but stalled it, so lost more. Asked it on chat which is possible according to their terms but she said had to mail, so I did, but then stalled it
2) suddenly I started winning more than €1000. I tried to withdraw but the chatperson told me I had to wager first. (She didn't tell me I already violated their rule with bonusmoney on which they later based the reason not paying me) So obviously I had been given a bonus. So checked my email and they had been given me a 15% deposit bonus casino gave me a deposit method bonus of 15% which is €7,50 automaticly of which I wasn't aware cause in their rules was no explainable bonus for me. So kept on and thought only had to wager. Finally I could withdraw and I did. But 2 days later it was conficated due to illegal play! So tried to find out what they mean by the 30% bonus of deposit method, which the manager told me as te reason not to pay.
But the rule doesn't apply to my deposit method! I played with ideal, and they still gave me deposit bonus. Secondly the deposit bonus method should be given only once according to their terms, but I have got it more than once but you don't notice when you deposit the small amount of bonus.
I know you agree with the terms and conditions when you sign up, but they just give the bonus even when it's not appropriate to you according to their own terms. So how can you know? In my opion they always give it to you, so they never have to pay. They know they have a lot of trouble with customers with their rules, cause the chatperson told me another reason immediately, namely I had bet more than 30% of my deposit, but suddenly the manager took the conversation over and told me a different reason, namely I had been given a deposit method bonus of €7,5 and bet more than 30% of the bonus in a bet.
3) rule nr 8, if the bonus balance has touched zero balance his bonus balance and wagering balance will be reset. So in my case starting when i did my first withdrawal of €300 the balance was zero on juli 9th. A day later lost it all. Then I have had 15 bonus, without depositing, then €5,25 of depositing €35 and then €7,5 for depositing €50. Total sum of bonus €27,75! The balance was never zero during that time and they made me wager €85 plus 27,75 x 25= €2818,75, which I did! But now it comes: the 30% of the total bonus is max bet of €8,3 and I have never overcrossed that!!!! If you read their rules the bonus is the total of bonusses and deposits when you have not had zero balance! They count the wagering as a total sum so it is also reverse!
They should pay me at least the money back which i deposited after asking immediate closure on 9th of july, but actually I am entitled to the fair won money of €1000, cause they violate their own rules.
Please help me here!
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Osiris Casino - €1000 confiscated due to wrongfully applying their own terms
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Smart Live Gaming Casino - Still no payment after two weeks
I made a withdrawal on the 2nd July for £178 and have yet to receive payment despite repeated emails and phone calls. My account is fully verified. I have been told via email and live chat that my account is under 'review' despite me never taking up any bonuses or offers. However when I have phoned them they said there was no such review or nothing wrong with my account. I'm really not sure why a casino operator cannot process such a small amount.
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Lucks Casino - No response, still nothing being done for my 2000 withdrawal
I won 2000, I asked for withdrawal a few days ago.... I asked for bank transfer, a couple of days later they told me to cancel and ask for a withdrawL to a visa. I did.
I emailed them docs many days ago
They email me back three days after asking for docs????
I am fed up of chasing after my money.
This casino was too good to be true. I loved everything about it.
No response to my emails.
ChAt below will show u what I am deLing with.
I am so disappointed.
They owe me 2000 and are not paying me. I want my money via bank wire. I deposited with a PAYSAFE voucher. Web site is cleAr...BANK WIRE AVAILABLE.
Here is my latest chat.
The following is a record of your online chat.
General Info
Chat start time Jul 17, 2016 12:27:32 AM EST
Chat end time Jul 17, 2016 12:47:14 AM EST
Duration (actual chatting time) 00:19:41
Operator George
Chat Transcript
info: Please wait for a site operator to respond.
info: Welcome to Live chat, You are now chatting with 'George', How may i help you?
George: Welcome to our Live Chat Support,How may I help you?
Johnny: Why has my account not been verified????
Johnny: What's taking so long?
Johnny: xxxxxxxxxxxx@hotmail.com
George: Thank you
George: Give me a moment please
Johnny: K
Johnny: Well?
George: As i can see from your account details your withdrawal request is been handled by the Security Department! They only working on daytime,i will forward this to them in order to contact you as soon as possible!
George: Please be advised to wait for them to contact!
Johnny: Contact for what???
Johnny: I repeat. Contact me for what?? I sent u everything
George:
George: Once your documents are viewed by the relevant department they will contact you!
George: Please be advised and be patient!
Johnny: I sent them a week ago??
Johnny: One week to verify?
George: There is no one of the Security Department right now!
George: Please be advised and wait !
George: Thank you for your understanding and cooperation.
Johnny: george.
Johnny: Dont talk to me like I am a freaking Morin!
Johnny: u people owe me 2000 dollars
Johnny: no one is answering my email
Johnny: one week to verify my account
Johnny: this is not normal George
George: Your withdrawal request is in procedure as i can see from your account details!
George: But it is handled by the Security and Finance Department!
Johnny: what does procedure mean george
Johnny: has my account been verified?
George: Please be advised and wait for them to contact you via email!
Johnny: why do u risk losing a good player like me?
Johnny: u sent me an email to cancel my withdrawal and redo it again back to original deposit method and said credit card
Johnny: i never deposited with a credit card to begin with
Johnny: Do u do bank wires to Canada or not?
George: As i can see you have cancelled the first withdrawal request and you have change method and you made a new withdrawal request!
Johnny: duh???? U people told me to do that
Johnny: why don't u wire to canada
Johnny: u made me change from bank wire to visa
Johnny: u r not verifying account
George: Ok please be advised and wait for the Security Department which have asked you to do this change, to contact you !
Johnny: nothing is happening
Johnny: so basically George u can't do anything
Johnny: orrect
Johnny: correct
Johnny: tell me something please.... What exactly do u do here?
Johnny: i have emailed you security department 5 times george
Johnny: no oneis answering me!
Johnny: natalie from your support stopped responding after I won!!!!
Johnny: if my withdrawal isn't account is not verified by noon Monday, I will contact the ukgc
George: I will forward this to the Security Department so one of my colleagues will contact you!
George: Please be advised and wait for them to contact you via email!
George: Thank you for your understanding and cooperation.
Johnny: i will contact the ukgc and file a complaint. This is unacceptable George.
Johnny: Not answering emails of a player after he wins is ridiculous
Johnny: one week to verify an account is deplorable as well
George: As i can see you have cancelled the first withdrawal request and you have change method and you made a new withdrawal request!
George: A withdrawal takes 3 business days to be reviewed by our finance department, once approved it is released/sent and can take between 3 and 7 business days to reach your bank/card depending on your bank
Johnny: u told me to do that!!!
George: I will forward this to the Security Department so one of my colleagues will contact you!
George: Please be advised and wait for them to contact you via email!
George: Thank you for your understanding and cooperation.
Johnny: why do I have to wAit three damn days again?
Johnny: u tell me to cancel my bank wire and ask for a visa withdrawal and make me wait three days again??
Johnny: this is not normal
George: Please be advised and wait for them to contact you via email!
George: Thank you for your understanding and cooperation.
Johnny: i want my withdrawal processed by noon Monday george, that's it!
Johnny: freKing robot!
George: I will forward this to the Security Department so one of my colleagues will contact you.
George: Thank you for your understanding and cooperation.
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Bahabet Casino - Bonus not given to me
I made deposit
It was clear
50% cash back bonus the following Friday
Yesterday was the following Friday
Nothing
Up yo 88 emails now
No response
Chat is surreal, u can not believe what I went through
Basically they say email support to anything that u ask including "what day did I deposit"
I want my cash back bonus.
I found these people on ask gamblers and the bonus is not only clear on this site, it is cleR on their site.
Thank you.
I have emailed u some chats, too funny!
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Euro Palace Casino - Difficult and slow withdrawal process
Last friday and saturday i made several deposits to Europalace.com using Skrill. Saturday morning I asked for a withdrawal of € 1100,-. Knowing that it can be difficult to withdraw I myself asked for a verification of my account and send them my drivers licence, utility bill, skrill screenshot of my account and recent bank statement. Then they responded on saturday afternoon with the following text:
"Attachment on your previous email has been automatically removed as a result of it being sent to the incorrect document queue. Apologies on the inconvenience caused."
Strange, because i send it to the emailadres they wanted me to send it.
I received the next mail a few minutes later:
"I've received it, thank you very much for that.
I've escalated it to our player security department to review for you. Please allow anything from now to the next 24 hours for it to be verified."
They ask me to be patient 24 hours....
Then out of the blue i received the following email:
"We have received your mail and can confirm that we have received your documents and our player security department will review them shortly.
Please allow up to 48 working hours for our player security department to review the documents, and if they require anything further form you they will be in contact with you.
Additionally, once the documents have been accepted the standard turn-around times for your preferred method of payment (Visa)
Please be advised that after your withdrawal has been requested it will enter a pending period of up to 48 hours, from there it will take between 3-7 working days for the funds to reflect in your account."
Now they say it takes 48 hours and that my preffered method of payment is Visa....
I dont have visa nor ever had visa....
This morning I asked them what the status was since it was more then 48 hours after my first request and they replyed with:
"Sander, I have spoken to the Security Department in this regard and they have unfortunately advised that they still need one or two more documents from you
We therefore kindly request that you send the following documents in color for verification purposes:
A Picture holding your Drivers License next to your face.
We recommend that you please SCAN or DIGITALLY PHOTOGRAPH and email all the documents to the Casino and these documents should then be emailed to credit@casinodesk.com where they will be verified by the Security Company and then saved for future reference as per E-Cogra requirements."
Is it true that E-Cogra recuires a picture of me holding my drivers licence?? And are they even registered to E-Cogra? I dont know and at this but i am afraid of the answer...
I spoke with someone on their livechat and she said she escalated it again and I would be informed again this afternoon. She did confirm all my documents have been received but somehow i don't feel things are going to work out ok for some reason.
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BigBang Casino - Unfairly trying to confiscate legitimate winnings!
I have deposited €100 and then I couldn't play the game I wanted so I emailed the casino and asked them to refund the deposit. I haven't heard back from them so I decided to play a different game. I won over €25000 and then got logged out and couldn't log back in. I checked my email and there was a response to say that they will refund my deposit. I responded 2 minutes after their email to say that I don't want them to close my account and not to refund the money as I have already played and their T&C clearly state that once a stake is placed it cannot be cancelled. They have refused to pay my winnings and I have received some horrible emails from them - please see the attachment. I asked for the refund before playing, but since I have decided to play, and they accepted my bets, they have a legal obligation to pay my winnings which were made with the money I deposited. I requested a withdrawal of €2500 as this is the maximum allowed per day and received an email to say I will be paid the winnings. And then after that they locked my account!
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Smart Live Gaming Casino - Payment still not being processed
Made a withdrawal of just under £400 over a week ago. Payment is still listed as pending.
Previous withdrawals were always processed within 1 or 2 days.
Account has been previously verified in the past with KYC documents provided.
Live chat seem to be going through a standard list of responses regarding the delay and none seem to be helpful. No-one answering when phoning them.
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BetChain Casino - Unfair confiscation of 1.5 BTC legitimate winnings
i hit it big at betchain.com on saturday night turning .005 into 2.5 by hitting a 1000 credit hand on deuces wild and then a jackpot on greedy goblins.. i requested a payout for 1.5 and nothing happened for days i kept trying to message support they would close the chat out on me and then finally they said all i had to do was upload a selfie with my ID and thats it.. i did that last night (sunday night) and now this morning i see that all my money is gone my payout is discarded and i have .005 in my account.. i cant contact support because they are never available i sent a message to them but i havent heard back like always so im not holding my breath waiting for a response.. please help me get back my 1.5btc
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888 Casino - Unacceptable paying standards and time frames
Hi there I made a withdrawel of 888 on 11th July payment still hasn't been processed never mind waiting on it goin into bank an this is over a week later i have sent them 2 emails 1 last Wed an another on Sat an no response .I was speaking to a girl on live chat an everything she told me looks to be utter nonsense . My documents have been verified an passed an that's last I''ve heard of them. I bet with bet365 an titanbet an they have monies paid inside 2-3 days Sometimes next day an this company can't even get it processed in a full week I've deposited a good amount of money into my 888 account an they take my money out of my bank in a split second but when I make a withdrawel they don't want to know.Can somebody please give me some advice on what to do here . It's disgrace I'm having to chase money of such a big company
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Kudos Casino - Payment Unfairly Declined
Hello , i am very disappointed with this casinò .
I won 50$ (the max cashout) from a free chip after registering a new account with them , this happen on 9th July .
I sent the documents for verify my account the same day after wagering requirements and i deposit the min 25$ via credit card , and it took forever to verify , they had problem with some documents but on 16 of July i receive an email from the support that CONFIRM and VERIFY my account succesfully.
Then when everything is fine i requested my payout of 75$ via NeTeller on 16 of July .
This morning i receive an email by them that my payout was declined without any reason and they keep my deposit of 25$ .
Please, could you help me to receive my winnings?
Thanks
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Royal Ace Casino - Withdrawal check delayed
On Wednesday, June 8, 2016, I made a $600.00 withdrawal request from my Royal Ace account. It was acknowledged as having been received via email by help@royalacemail.com. On Wednesday, June 15, 2016, Robyn from Royal Ace emailed me and asked me to confirm my exact name as it appears on my driver's license, a valid phone number and physical address where the check will be delivered. I replied to the email answering all three questions to which Robyn responded by saying it will take 7-10 business days from approval date to be sent to Royal Ace's processors. Robyn further stated in the same email that once the processors receive the money then they will issue me the check and get back to me with my check's tracking number. On June 20 and again on July 5, I followed up via email and asked if Royal Ace had a tracking number for my check. On July 5, I received a reply from payouts@royalacemail.com and informed me that my case had been sent to the escalations department to speed up the payment process and instructed me to email Ally (ally@casinosupportcenter.com). I promptly emailed Ally on July 5 and again on July 10 to which there was no reply. On July 13, I live chatted with Roger from Royal Ace, and he informed me that he did not know why my payment was being delayed, to contact Ally, and that he did not know nor could he give me a time frame as to when my check would be mailed out. As of July 19, 2016, well over a month since my $600 check request, I still have not received it.
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Smart Live Gaming Casino - Over 5 weeks and still no payment
I have been calling customer service every day for my withdrawal of £1754 - They assure me every day that it is with the payments team and is on the list to be paid within the same day or the day after... This has been happening every day for around 4 weeks. The site says 3-5 working days. I'm beginning to worry i have been robbed and will never see the money!
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Smart Live Gaming Casino - Still not received payment
Withdrew £350 on 9th July and still not received it. Emailed, live chat all give automated answers. No bonus was used. Deposited over £900 and sent documents in. Really frustrated and getting no where. What can I do. It is apparently with payments team and has been all week but they won't give me direct contact details for them. Used other casinos and never had any issues. Can you please help. This money should be back with me by now
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Slots Plus Casino - Almost 3 weeks and still no money
I verified with the security department at the casino that all my documentation required was filed as needed. I have put thousands in this casino and when I try to withdraw $1000, they give me a song and dance about problems with there payment processor. It will be paid at the end of next week, or the week after.... Getting nowhere with these people.
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Casino Cruise - Getting the run around with withdrawal
I made a withdraw request of 100 on 5th July. The following day I had email ref docs to verify the account with I know own is normal. I sent pic of passport. Bank card utility bill.following day told couldn't see all four corners so sent again.next day told couldn't read numbers . I asked well I can read the number from the picture. They wanted picture of the numbers made up of holes .this took two days of sending pics. On the Friday I told finally approved and withdraw would be 3 to 5 days. Which I thought was so but ok.chased on Wed to be told basically it's sent . Speak to the bank. And if not in on Friday then contact.Friday came and I emailed and then got told that technically issue with withdraws and I might get my money in several days. Contacted again on Monday to be told still technical issues not there problem. Might get money in a few more days. I've had lots of emails and feel that they are just stalling.
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Mega Casino - Refusing to honor withdrawal
I wish to complain in regards to the refusal to honor my winnings by megacasino.. I deposited on to the site last night. 33 euro and managed to complete the wagering on the bonus and withdraw 510.. I then received an email
Dear Lauren *******,
MegaCasino is happy to receive your Withdrawal Request. Below is a copy of your Withdrawal Request details and your transaction reference code. Please review it to make sure all the information is accurate and keep it for your records.
Withdrawal Amount: €510.00
Transaction Method: Withdraw
Transaction Reference Code: PW780711
I then received an email saying the withdrawl had been cancelled with no other explaination .. I contacted livehelp today and spoke to Olga.. she advised me that my account was self excluded on another site on the network" I asked her to provide evidence in to this statement but she said she had no further information.. I frequently close sites down that I am unhappy with but do not believe this should be held against me on another site.. Olga advised me that I was not self excluded on Megacasino
so basically advising me I was free to deposit but not to withdraw .
I only deposited due to receiving an email regarding a deposit bonus and did not expect just tactic to be used against me.. I have screen shots of my conversation with Olga if needed and confirmation of deposits and withdrawl..
I also wish to note that I am still receiving promotional emails from the site even after the withdrawl..
I wish to be clear that i am not excluded from this site and wish for a casino manager to honor my withdrawl...
I await your contact
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Almighty Vikings Casino - Want the Deposit Bonus Removed, but no Chat or Email support
I depositer 150 EUR and they give me a 75 EU bonus.
I dont want it.
The live chat didnt respond in 2 days and no email answer.
No one exist on that Casino DEAD.
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Ruby Slots Casino - Have Not Received Payment of $2,250
On 05/27/16 my check withdrawal request for $2,250 was approved (see attached photo). On June 3rd, I responded to the last action item i was asked to complete, which was yet another confirmation of my address and phone #. I was told that my check request would be forwarded to the 3rd party processor within 14 days. Since that time, every time I've reached out to the casino, I've been told that they're looking into my payment, and that they'd get back to me, but no one ever does.
While their customer service is always polite, it's been a over a month since the processor was supposed to have my check request, and nearly 8 weeks since my payment was approved.
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Slots of Vegas Casino - Payment Information Not Received
I requested my withdrawal on 6/14 and send my my verification information with banking information on 6/15. I requested payment via wire transfer and sent my information via email that same day. My withdrawal request was approved on 7/1, but after waiting and contacting them, they said my wire transfer information was not received. So after speaking with their chat, I sent my banking info for the wire transfer again via email to the email address they provided me. Spoke to the chat again today and they said it still hasn't been received after I sent the info a second time. I am not risking sending my information again with the chance of it being intercepted by a third party. Can someone please help?
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Smart Live Gaming Casino - Withdrawal Request still outstanding after 15 working days
I made a withdrawal request on the 26th of June for £600 having paid in £100 and then £200 and won on Roulette. I was rung by the casino on that Sunday lunchtime to confirm my identity. On the following Monday I sent in my ID etc details which were confirmed okay. On the Wednesday I found out the original withdrawal request had been cancelled so I placed it again on the 29th of June. Since then numerous phone calls and live chat messages have told me they have had technical difficulties and the withdrawal request will be notified to me by when it has been approved. I am worried this is not a ligitamate site due the ongoing saga of being given the runaround on why the withdrawal request has not worked and that they are looking into matters.
I have followed all their procedures and gambled correctly.
Please help me progress this withdrawal.
Many thanks.
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