- Misleading promo and delayed payment

Catch5580 United Kingdom
posted on February 1, 2015.

I recently opened up an account with after following a sponsored link through Google. So I opened my account after a promise of a £20 no deposit sign up bonus. The wagering requirements weren't exactly clear but after a shaky online discussion with a customer services rep I was told they thought it was 50x wager I then checked this myself to find out it was 40x. So I played the wager requirement through various games. I easily met the wagering requirements over 100x. Upon going to withdraw my winnings I was informed I had to make a £20 deposit which I done. Now in my eyes this isn't a no deposit bonus as stated upon sign up, this is Mis-leading in the first instance. This would class as a matched deposit in my eyes. I made my deposit and carried on playing. I went to make my withdrawal which went to pending. So I requested a call back four times from a customer care rep that never came. Upon my fifth request I got one. I asked the rep what the withdrawal process time which they asked for my details. I gave my details at which I was told she couldn't find my account and she hung up. I then went on to online chat where another rep I think Stacey or Sara P agreed to email me an email stating I had to send in ID for verificationand where to send it. This never came. So again I send an email to the support team email requesting details. They take some time to get back to me. I then email in my requested docs in an email in line with the sites stated requirements. No reply or even a notification. Now I have read up online that has one of the worst withdrawal systems and multiple issues with customer service. All I want is for somebody to verify my account and action my withdrawal. I also read online complaints that people get told it's not enough or they have somehow abused the sign up bonus. Customer service don't seem to have a clue and nobody can answer my questions. Can you verify my account and my withdrawal . Your website seems to be in breach of advertising standards in the fact it offers a no deposit sign up bonus (False) statement. Customer service is bad and that's lightly put. is probably one of the most wanted domain names/websites and I think your milking this. I have contacted the gambling commission who believe I have a strong case against your terrible service. I deposit over £1500 in various online casinos and was looking for a new and exciting one where I could play my favourite slot Gold Rally. I don't wish for you to lose my custom but I seem to have to be jumping through hoops and receiving a terrible service. Now you clearly verified my account already as I have a MasterCard which is Mastercard code protected only allowing my card to have payments collected providing my address and account information match. You conduct a search upon opening. I'd like to think your not fobbing off customers and just taking there money and refusing withdrawals but most evidence I read seems to point to that conclusion. I look forward to your resolve and if not I shall be going back to the gambling commission for advise. I am a genuine customer and look forward to your resolve ASAP without the problems I have already encountered.
Mr Catchpole

posted on February 5, 2015.

Dear Mr Cathcpole
Thanks for raising your concerns.
We have reviewed your case and we believe that we have acted appropriately, and in accordance with our Terms and Conditions, at all times.
As a UK player, you are entitled to refer your complaint for adjudication by a third party arbitrator – IBAS (as per Section 17 of our website T&Cs). However, according to IBAS’ own Dispute Resolution process, you must first attempt to resolve the complaint with us before they will take it on.
We would therefore invite you to contact our Customer Support directly, so we can work through any outstanding issues there might be.
Best regards,”

posted on February 9, 2015.

Did you contact casino directly? Did you manage to resolve your issue with a casino?

posted on February 12, 2015.

Is this complaint resolved?