I am absolutely disgusted and overall stressed with this whole situation. The lack of contact and explanation is disgusting and I am quite honestly appalled at how I’ve been treated.
Over a week ago now I deposited on this site, played through the bonus money and then deposited more money into my account. I started playing some slot games and managed to get my winnings up to £180. So I decided to withdraw as I was up on the deposits I had made and still had a little extra.
I made the withdrawal last Thursday evening (20/09/18) and went to bed.
I then woke up on the Friday (21/09/18) with an email stating my account had been temporarily restricted and that if I wanted to reopen it I would then have to send in a copy of my passport and then they would look at reopening my account. No explaining of why they had done so, just that they wanted documents.
I then received another email stating that the passport had to be NOTORISED, so I then had to pay at my local post office to have the document photocopied, dated and stamped. So on Monday (24/09/18) I uploaded a picture of my passport, photocopied, dated and stamped image of my passport, the document to prove I’d had the passport verified, and also the receipt I paid to have all this done. I received an automated email stating it would be dealt with within 72 hours which would mean Thursday at the latest.
In all of this time I have not heard from them once. I called Thursday, Friday and now today (Saturday 29/09/18) and no one is none the wiser about what is happening. Each time they have apparently passed the issue onto the operations department and I was told I would hear back within that day. This is over a week now since I’ve won money and I’ve not had a single person contact me to let me know what’s happening, no explaining as to why my account has been restricted. I jumped through every hoop they have asked and paid money out of my own pocket to have my documents verified.
I was told that within 72 hours of me uploading the documents I would have my account opened. Still absolutely nothing.
I won’t be waiting much longer before I take it to all of the relevant authorities and commissions I can.
Not hearing back anything so far my next steps to get a fair settlement if i dont get any response until middle of next week will be:
A) Gibraltar Gambling Comission. There is a form for complaints i will share with you in case this casino keeps behaving like this versus clients (CRRF - Complaints Resolution Request Form)
B) British Gambling Comission for the Mothercompany 888
C) let my lawyers file claims in Gibraltar and the UK.
D) Share the story on my network of social media channels in order to let others know how i was treated and find others with similar problems. With over 50 THOUSAND followers over my accounts, I’m sure someone would pick up on this and I’m sure I’m not the only person dealing with this lack of customer service.
I’ve attached a screen shot of the £180 still sitting in my account. I also have recordings of phone calls where I’m told day after day that it will be resorted within the next day.
Going by other conplaints on this site, it seems 777 are happing taking money from consumers accounts, but when it comes to giving money back to people who have won, they like to make it as difficult as possible.
I’m giving 48 hours before I take it to whoever I need to have this rectified.