Declined withdrawal and zero my account

UNRESOLVED
zzyber Sweden
posted on August 18, 2015.

I had the worst days of my gambling history the last week at CityClub Casino. I played there a couple of times due to good offers and this time it was a good bonus with x40 wagering. I played the wagering on Fantastic four then asked in the Chat how I was doing. He told me I must not play progressive slots as it does not count for wagering. So I asked what to play and got some suggestions and among them he mentioned Irish luck leprechaun. something..... I just made a search for Irish luck and got a game starting with three pots, I have to choose one. So I started to do wagering and was a bit tired due to fals playing progressive for hours. Now after one hours, maybe two I asked in the chat again and got gratulations, you managed to do the wagering. I could not do withdrawal to my credit card so I had to open a neteller account. But that was not enough, I had to deposit the minimum amount from the nether account in order to get it approved. So I did, about 20€. Then I asked the day after how things was going, status for my withdrawal and I was asked to send them ID documents. I have a pack used in maybe 5 other casinos and the did all approve my documents so I thought there was no problem. After two days I asked again, whats happening? They did not receive my documents, I had to send them directly to the guy in the support and he forwarded it. Okay, the day after that I asked again and the documents was never sent, they did not have any documents. Again I sent it to the right address, they did not receive it so I asked the guy for his address and sent it directly. I sent it zipped, raw, png, jpg, pdf......finally he got it. After a couple of day nothing and I asked, I then knew the images for ID was to dark, so I sent new pictures. I also had to send the credit card as only 3 first and 3 last digits was visible. Yes, that is what other casinos tell me to do and they all accepted it. Anyway, I made new photos and sent it. They guy promise me to email when approved but no email came. Today I sent an email again and this afternoon I got the reply that:
Please note that you did not comply with one or more of our terms and conditions therefore winnings will be voided from your account.

We apologize for any misunderstanding and thank you for respecting the mutual interests of fair gaming at City Club.

Now after one hour in the chat I ask them to give me history from chat but that is not saved. I told them I did everything as I was told and wagering was proved in the chat. I have never experienced anything like this and this is my first ever complaint online. I will also go for [email protected] but I want everyone to make another choice. DO NOT PLAY AT CITYCLUB CASINO!

AskGamblers
posted on August 24, 2015.

@zzyber,
Any update considering your complaint? Thank you.