I have registered in this casino a couple months ago because a friend of mine recommended the website. As I have been looking they had a really good offer in Netent slots and I liked it. After reading the Terms of the bonus I accepted the x50 wager bonus and deposited 250 SEK. I made it at the end till 6.200 SEK and tried to withdraw it.
The problem now is, what happened is the next:
Before I moved to Sweden, I was living in The Netherlands and have been using the Dutch address of where I lived meanwhile in that time, I moved over and switched to my Swedish address and unsubscribed at the cityhall in The Netherlands. That confirms that I am not longer living in The Netherlands. Meanwhile I was playing at Amsterdams Casino I reached out to the customer support and told them that I live in Sweden and have sended out documents of proof that I live in Sweden.
(This all with the mention that I knew that I would move to Sweden and made the choice to play with SEK instead of EURO, I never made deposit on the website before I moved to Sweden! This means that if I would deposit in that time I would live in Netherlands, I would break their 6.4 rule.)
When I made that deposit, it was done in SEK (Because I am living in Sweden) and has been tried out to cash in SEK (As stated, because I live in Sweden). They rejected my withdrawal because I broke their rule 6.4 of general terms & conditions, which states that players must register and play in the currency of their country. If the currency is not offered than it should be in EUR.
First, when I tried to verify my documents I sended out my Dutch document stated my Dutch address since this was my own mistake and I was not living in The Netherlands anymore, since it would take more time to process the whole verification and withdrawals. After the document got not approved, I told them my new address and sended out the document proving I live on that address in Sweden.
The fact is, I'm a Swedish citizen now and the countries currency is SEK. I have did a deposit in SEK since my Neteller did convert the euros in to SEK. To be precise 27,49 euros. The live support already knew that I was living in Sweden and that the address that was used in my account does not match anymore because I moved to Sweden and that the department did verify my documents with my Swedish address.
The point of this story is, I moved out of Netherlands, my account was still registered on my Dutch address, live support knew about my moving to Sweden, documents that are approved with my Swedish address and even sended out personsbevis from Skatteverket (Tax office) that states that I am registered in the system and that I live on a Swedish address.
Since then the live support could not help me anymore and were kind of rude against me and I got 2 times the same e-mail I was breaking their rule. This is unfair. I did nothing wrong, I sended out the right documents, I told them I moved to Sweden and I used the right currency anyway.
Sorry to hear about your complaint. We were made aware of this in the late hours of last night when it was brought to our attention via another channel.
I agree with you that you did nothing wrong, there appears to have been a simple communication mistake between our customer support team and our payment processing team. The payment processing team were not aware of the change of address, and therefore were sticking to the rules with all the knowledge they had at the current time. Unfortunately the mistake was in the communication of the change of address.
Anyway earlier this morning we processed the full payment of your winnings (5950 SEK) back to the payment method used, which you should have by now, and you also should have got the orignal deposit value back. You should have received an email to this effect.
We have also re-opened your account if you wish to play on it again, there is a 300 SEK bonus from a campaign we ran last weekend, and by way of apology for our mistake we have added a further bonus to the value of your original deposit, so you have a 550 SEK bonus balance. We have also change your registred address and country to the details you supplied.
Once again I can only apologise for this mistake.
Good luck with the bonus!
Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.
Thank you for your cooperation.
Excuse me for the long hold up. I can confirm that the issue is resolved and that I got my money. They even gave me 250SEK extra money to play with and changed my address.
All with all, it was quite a challenge but I am glad that we found a way that it got resolved. I even got an e-mail with an excuse for internal error communication.
Thanks AskGamblers and thank you Amsterdam Casino. :-)
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.
Amsterdams Casino complaints
- 2 of 2 resolved
- 16 hours avg response
- 3 days avg complaint life
- 1,185 USD avg amount
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