I signed up to this site after clicking on a link from a 'top casino' ratings site. I shouldn't have really because I have a gambling problem. Anyway, I deposited £1000 and played for a short while and got up to about £1500 (it's in euros so can't say exactly). I came to my senses and realised I needed to stop before I lost all my money.
Firstly, the withdrawal process is not easy - it simply cannot be done from a mobile device even though you can deposit using a mobile. I went onto live chat and asked them a) can you self exclude me because I have a gambling problem and b) can you process my withdrawal manually as I can't seem to do it on your site from my mobile. I was told that they could not process my withdrawal and that I would have to use a pc (even though I told them I didn't have access to one) and that they couldn't close my account until until the withdrawal was requested.
I eventually managed to borrow a friends computer and make the withdrawal. That was 3 days ago and despite several emails and logging onto chat every day, my account is still open and my withdrawal still pending. I have told them at every opportunity that I have a gambling problem.
Last night I was told my 'account manager' would be in touch this morning. It's not yet happened so I've been on chat again and now I'm told my 'account manager' won't be in until Sunday. So even if that's true (which I'm beginning to doubt) it will be 5-6 days since requesting the self exclusion before anything may be done.
My main concern though is my money. It wasn't until after all this palaver that I did some more research and have found very negative comments about how this company operates and their refusal to pay people their money. Id like to make it clear that I did not use a bonus of any kind - I was automatically given the 200% sign up bonus but went straight to chat before using a single penny and asked them to remove it which they did. I therefore played only with my own money and did not exceed the 30% of deposit single bet rule. I deposited £1000 in one go and played a few £30 spins - so I was playing 3%.
I'm just really worried now, please help!!
↧