This is a further complaint after the one I had recently on this site which I had hoped was resolved. You can see the details of the complaint by clicking the link below:
They finally agreed to remove the request for notorized documents to be sent to the Philippines as you can see in their response, so I then logged in again and tried to withdraw.
The withdrawal didn't go through (I've been waiting well over a month now) so I went on live chat to check it out and was told that they still haven't received my notorized documents. I explained the situation and after well over an hour on live chat I received an email asking for written confirmation that the document request had been removed. I sent this through as requested.
I assume this was accepted (although they didn't confirm this with me by email). I then received an email saying that I have now been accused of bonus abuse and all of my winnings have been removed. The part of the terms and conditions that they've accused me of breaking wasn't written into the terms and conditions of the offer at the time that I did it and has subsequently been added.
The bonus in question was a 300% sign up bonus and the mistake I made was to bet part of it on sports rather than bingo (all with the same company). The major issue I have with this however, is that after completing the bonus requirements for the sign up offer, I later received a £250 cash bonus as part of the "12 days of Christmas" promotion which was separate from any bonus that I had done before. This was a cash win that came out of the blue and I received an email asking me to send in a picture and testimonial so I could be put on the site.
Well, low and behold, the £250 cash has now been removed from my account as well as the winnings from the other bonus offer that I've been accused of abusing. Confiscating my winnings from that one is bad enough (since they manipulated the terms to suit themselves) however I can accept that if it meant getting the rest of my money back. The fact that they have now stolen ANOTHER £250 for absolutely no reason is mind blowingly ridiculous. They openly admit that I didn't break any terms or conditions, but they just decided to remove that as well as the other winnings and bonus.
I went on live chat with the bingo team again this morning top question this and you just couldn't make this stuff up. They AGAIN said to me that I needed to send in notorised documents. I told them FOR A THIRD TIME that this had been waivered and showed them the confirmation I had in writing, and after another hour on live chat they accepted that and told me they had removed the lock on my account for withdrawals AGAIN.
So that's where I am now,
-STILL NO SIGN OF A WITHDRAWAL after over a month of waiting.
-Well over 3 hours spent on live chat as they STILL tried to get me to send notorized documents after clearly stating on this site that I didn't have to anymore.
-Over £250 taken from me for alleged bonus abuse.
-£250 stolen from me WITHOUT ANY BONUS ABUSE, just because they felt like it with no explanation at all.
-Still completely refused any contact with the finance team or anyone involved with making the decision to steal these funds from me. I simply get passed from one section to another, and have to explain the whole situation again and explain why I don't have to send notorized documents in.
After all of this, I'm even willing to accept the false accusation of bonus abuse and over £250 being taken away, but I refuse to accept that they can steal £250 cash from the account from a bonus that THEY THEMSELVES ADMIT I didn't abuse as it was a totally separate promotion.
If they are willing to let me withdraw my deposit and the £250 christmas promo cash, I will end this complaint now and not pursue it any further. The ball is in your court.