I opened an account a few days ago with this casino the live chat staff are very polite and respectful. I made a few deposits and thought perhaps i was spending to much time gambling. So just a few hours later i sent an email to the casino stating: Hi my username is .......... Please close my account permanently as i have a gambling proble,..Thanks Sue. I then immediately rang the local gambling helpline to get help, they asked me many questions and their advice was....you are not a problem gambler, if you like slots, place limits that you can afford on your account, and treat it as fun. I immediately went and read their terms and conditions. Although their defence is that they take self exclusion seriously and i should have sought approval from finance to set limits (please refer to screen shots of their terms and conditions). I believe i followed their terms and conditions. So later that evening i went to live chat and explained that i sent the above email and if i could possibly set limits as I had spoken to a professional and they advised that it would be fine for me to place limits and i asked if that would be ok with the casino. The lady told me to send a letter to their finance department. I asked how long she thought it would take for finance to get back to me, she said we are quick with responses. She said how much limit do you want? I said 200 per month and she said 250 is the minimum I said that is fine. I then I asked are we all good now and she said yes. I thought great i will deposit and as i checked terms and conditions and yes its says support can add limits I also asked if the 250 includes the amounts i deposited earlier and was told no. Meanwhile, I sent my verification documentation to Finance. I kept playing the slots, by now i was up a fair bit considering i only deposited 20 euro. I didnt expect my paperwork to be verified immediately but i sent an email to finance to ask how long it usually takes for verification. The next morning I started playing, sometimes winning, sometimes losing from that same 20 deposit. That night i started playing again bringing my winnigs to well over 2000 euro. I withdrew most of my winnings and immediately went into chat to ask how long it normally takes to have my document papers verified. I was told something like why are you asking you asked for your account to be closed. Well i was shocked. I was asked why i didnt send an email to finance like i was asked to. I said because live chat set my limits and she said all was good to go. I was horrified. The original lady that set the limit came into chat and confirmed that she set the 250 limit Did they think i would risk depositing my money if i thought i would not be paid if i won? They are now not going to pay because they said i should have sent an email to finance.although i was told it was all good and also because I would have thought that my account would be closed immediately if it wasnt all good. The point is that their practices are questionable. I am sick to my stomach for being taken as a fool and this is the first time i have had to write a complaint about a casino and i have trusted and used a lot of your casinos here. Their practices are questionable as they knew about my original email as told in chat but still they kept my account open with me thinking all is good which is what i was told in chat. After being told i won't get my winnings i received an email to say withdrawal has been approved see attached confirmation email which was sent after all the issues above. I was excited but in fact i am not getting paid I think they thought i would understand that it would be a refund of the 20euro. Although they claim they take self exclusion seriously and i should have sought approval to set limits please refer to screen shots of their terms and conditions. Before all of the above i read very carefully their terms and conditions including their responsible gambling terms. I honestly believed that becasuse the limits were accepted in chat and my account still open and being told in chat all is good now so i went ahead and deposited. To my horror my account is still open and proof attached of real money being accepted via skrill tonight when i questioned this tonight in chat i was told ok we will close it if thats what you want. . Their terms and conditions on responsible gambling attached. Please, i seek your assistance in this matter. Thank you.
↧
