I saw an advert for a free £32 no deposit bonus at 32 red casino and duly registered.for the free 32 i had to type in my credit/debit card details and waited 2 minutes while the details were verified and was then issued the bonus.I was also sent an e-mail telling me my account was fully verified.
I played for a long time and got my balance to £650 at which point i requested a withdrawal.this is where the trouble began.i was asked to send a copy of my driving licence which i did not have at the time so i filled a verification form in online.i put wrong date of birth on 1st form so immediately filled in a 2nd form,which i returned and was sent an e-mail telling me the account was fully verified for a 2nd time,and after a long live chat was told the payment would be sent the following day by a woman from the payments team.
When the money was not paid they said that i had given 2 different date of births and they needed a driving licence or passport.i had neither at the time and said the licence would be sent as soon as possible.
Shortly after i recieved an e-mail saying once the driving licence had been sent and date of birth verified the withdrawal would be processed.
I sent my licence 3 weeks later and explained the delay was due to a close family members death,and recieved an e-mail at 10pm saying " i am pleased to tell you your account has been fully verified(3rd time) and your withdrawal request has been passed to the payments department who will e-mail you shortly...have a nice night"....I was over the moon telling my friends the payment was on its way only then to be told that someone in my house had also registered and had the bonus so i will not be being paid.I was at breaking point.....4 weeks i had endured ridiculing from the casino and now this.....There are 7 family members in my household and with work and shifts and me being away from home in the army,i don't see some for weeks on end.how can i possibly know which sites they use.
The whole ordeal seems to have been one long joke to 32 red who surely having told me on past occasions my account was verified must have searched for other people in the same household instead of telling me the morning after i had sent my documents in and ignoring e-mails asking why my account was still closed.I understand their policies but surely if 7 people live in a house they could bend the rules a bit and could have offered a reduced payment.After all i was issued the bonus and the £650 was won fairly as i was oblivious as to their reason for confiscating the winnings.