Refusing to credit welcome bonus

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.

AG please close this complaint.. I have access to the account ..

Although i am having to deal with livehelp as the spins on star burst are not showing when the game loads..

I am sick to death of dealing with this casino and there ridiculous exucuses and barriers

I must also note my disappointment that this is a casino you certify.

Firstly Rene I do not appreciate how you keep changing what you are saying as i quoted you from my previous reply.. you havent acknowledged what you said about waiting 7 days then being able to use the account as normal.. Secondly i did not ask for a self exclusion i asked for the account to be closed due to yourselfs not adhering to your commitment to customers.. theres is no debate over that.. The point is that you SHOULD have told me these documents would be required during this 6 MONTH complaint thread.. You have been totally unreasonable and placed as many barriers as possible.. and i quote this inital problem is a "PROBLEM YOUR END" to which you have admmitted.. if common sense prevails you would not have said after 7 days you will be able to use the account normallly.. what you SHOULD have said was after 7 days we will then require you to send futher doucmentation .. How you cannot understand why this would annoy customers is beyond me .. But hey you the professional right and who cares about the customer..

I have sent my passport and copy of utility bill.. You ask for a copy of my bank confirmation with SWIFT/IBAN but i deposited using a credit card.. and am unable to find this information on my credit card statement.. You also have asked for a picture of the back of my ID.. Using a british passport i do not understand what the picture of a red cover will enable you to confirm my indenity as there is no information placed here..

Please respond answering the questions i have asked and not with a preset template about how security conditions mean i must wait 7 days..

Hi

many thanks for your Feedback.

Due to our security management, we have our 7 day waiting period and need to verify the account as soon as someone has set or ordered a self-exclusion and wants to reopen his account.
From our point of view this is one of the best method to avoid gambling addiction in the industry.

We sincerely apologize for the inconvenience this may have caused. Thank you for your understanding and your patience.

Best regards


Rene Hartl
Affiliate Manager