I opened my account with this casino on the 26th of Feb. I had deposited around ￡5000. On the 28th I won ￡2946, as soon as this happened they decided to suspend my account until I provided documents. I provided everything they asked for including: passport, bank statements, Proof of income (payslips) even after providing this i was informed that my account would be closed down.

I asked for my money that I had left in my account to be transferred back to my bank and on the 28/02/2020 they confirmed they had done this. I have still not received any money, I have been chasing them on email for a receipt or a reference number so my bank can track this payment. They have failed to provide me with any information. They do not respond to any of my emails, they have a phone number that does not work. Also they have blocked my live support function so I am unable to speak to anyone at this company.

Dear 04mmal, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawasl, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Petronela

Dear 04mmal, 

Is there any update regarding your withdrawal? Did you receive it?

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.