BestCasino - Part of withdrawal withheld and no contact from customer service

RESOLVED
posted on July 7, 2016.

Made a withdrawal of £800 from the casino, subsequently excluded myself. After a bit of chasing I receive £400 on one card I used, and £350 on another. £50 is still in my account according to customer services. Have been speaking every day to the support team for the past 2 weeks, each time being told that it will be escalated to the payments team who will contact me. No one has contacted me during the entire time. Was finally advised to email Henrik a manager who has not responded either. I cannot understand why the full withdrawal I requested was not made, nor why no one can give me a clear answer or time frame. All I want is to receive my money and I will be free of this casino. Very unhappy with the way this casino is treating someone who has spent a lot of money at the site.

posted on July 11, 2016.

Dear flyingads,

First of all I want to apologize for the delay in this matter. The reason is limitations for us to access self-excluded accounts and process withdraws.

The withdraw was however processed on the 8th of July and you should have this money on your account. Would be great if you could check and confirm.

Again, sorry for not been able to deal with this situation fast enough.

Thank you!

Regards

Henrik

posted on July 12, 2016.

I have received the money finally. My complaint to your site is regarding the following;
- 2 weeks of chasing and given false promises from everyone until Anna took personal care of this
- Why was my withdrawal not processed completely in the first instance? Why did you payments team decide to hold on to £50 when I clearly withdrew everything in my account.
- I can tolerate waiting 2 weeks for £50, what I cannot tolerate is not being contacted and me having to do the chasing.
It seems to me that excluded players are given the lowest priority as you know you will not make any further money from them.

AskGamblers
posted on July 12, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.