threesevens

Oh and I've just been to visit their chocolate fire guard. Aka live support, and been told that the withdrawal may be delayed because of the weekend and that my account manager is, conveniently, not in today. I had to close the chat before I said something I wasn't going to regret. Basically told to go away by their support as there's nothing they can do. Makes a mockery of the word 'support' eh?

Well, I emailed my 'account manager' this morning, expressing my disappointment at the lack of action with the withdrawal. The response? Nothing. So it appears I am now being ignored. It really would be funny if they didn't make such proclamations on their website as customer service being paramount etc..... Think it might be time to file that AG complaint? Any thoughts guys?

As ValDes quite rightly predicted, the stalling has duly begun

Quick update for you. I've just received an email from my 'account manager' stating that the head of the financial department (sounds very official eh?) has approved my withdrawal request and that I will receive an email later today detailing the payout. Once I have this, I will be requesting the second payout. I have told them that I will consider taking advantage of their second deposit bonus of 100% once I have both requests approved. In other words, it's in their interest to honour the withdrawals if they wish to keep my custom. Their call!

Thanks ValDes! I appreciate everyone's help on here. Frankly, I do smell a rat, but I will go with the pending period and, in the meantime, see what happens. All I want is for the casino to keep its side of the bargain. I kept my side, by not breaking the T's & C's and supplying all of the necessary documentation, which they confirm they have. I'll keep you updated on any progress, or lack of!

Hi guys, After speaking to a very friendly AG support host, they recommended that I post here. On Sunday, I joined Park Lane Casino. On depositing 100 Euros, I was given a bonus of a further 200 Euros (300 Euros in total). Between Sunday and Monday, I played different slots, with some really nice wins (just under 700 Euros on bonus round from a 2.50 Euro spin!). I kept checking when I could withdraw, by visiting the cashier. Eventually, when I was on 1248 Euros in my bank, I noted that I could finally withdraw (Hoorah!). When I went to withdraw, it said I would lose the 200 Euro bonus originally granted but I thought 'what the heck' 1048 Euros will do me fine. So, on Monday I made the withdrawal. I received an email advising that they may require verification documents. In my long experience of playing online casinos, I knew that 99.9% of the time you must do this, so I sent the verification documents to the address they provided on live chat. On Tuesday, I received a call from my 'account manager' who was very friendly and upbeat. He congratulated me on my winnings and said that they were in possession of my documents and that the withdrawal 'looked good'. (I take this as an Americanism for it being ok). I have noted that people who have played, and withdrew, on this site before have fallen foul of the bonus rules. People betting more than 30% of the bonus amount in single games/spins. I never played more than 2.50 Euros on any single spin on the slots, so I knew I hadn't fallen in to this trap. Anyway, my account manager said he hoped to get some 'movement' on the withdrawal by today (Wednesday) and that he would call again with an update. Today, he has called and advised that all is well with the withdrawal. However, and this is a big however, he said that my withdrawal would be pushed through quicker if I halved it in to 2 equal amounts (basically 2 x 524 Euro amounts). He said that he could 'press the accounts department' to push through the first one and then the other one after this has been processed. In all of the times I have played at online casinos (this being a long time and at many varied ones) never before have I been asked to 'split' a withdrawal. If we were talking thousands and thousands of Euros, then I could possibly understand, but for a mere thousand Euros, really? AG support has asked that I go with the pending period, which is 5 days, and then wait to see what happens. I believe that a) they're stalling me and they're trying to tempt me to spend the remaining 524 Euros whilst they 'process' the other. I have told them that I will only deposit once I have received the full withdrawal amount for the original cashout request. When I asked what the difference was between them pressing 500 and 1000 on a keyboard to process a cashout, all I got was 'It's the accounts department' who appear to be akin to God!?! I was also advised that there's going to be some delay as some 'VIP' players still have amounts outstanding from the end of April and that, as I'm not a VIP player, then I'm further down the pecking order. It doesn't exactly make me feel 'special' or appreciated as a customer! Has anybody else had similar experiences and, if so, what was the outcome? I am going to split the withdrawal, as I am curious to see what happens next. If there's still 'stalling' going on, then I will file a complaint with AG. For now, I will give them a slight benefit of the doubt.