I am writing to make a complaint regarding InterCasino not adhering to their responsible gaming terms. I recently withdrew in the region of £3100 from InterCasino after a deposit of £500. From previous experiences of having reversed my withdrawal’s, I specifically went onto live chat to request the withdrawal reversible feature to be switched off and I was informed this was not possible. I then requested that my account be locked until the funds I had withdrawn had reached my account which was agreed. The following day as requested I provided InterCasino with a copy of my ID, bank card and online bank statement as proof of address however the online bank statement was not accepted. I then provided a copy of my tenancy agreement as proof of address however this was not accepted as it was not signed. I then forwarded InterCasino a signed copy of the tenancy agreement at 4.40pm however I did not hear back from them. That same evening I went onto live chat with InterCasino and requested my account to be reopened and it was. I then reversed the withdrawal for £3100 and proceeded to gamble it all. I went onto live chat afterwards and I got no satisfaction whatsoever form the representative and after I politely said thanks for her help my account was then closed without me even been informed. I am deeply upset and feel let down that my account was reopened after I specifically requested it to be kept locked until the funds had reached my account. It also states in the InterCasino Responsible Gaming section that ''You can either temporarily exclude yourself from playing for a period of time or close your account''. I did temporary exclude/lock myself out until the funds that had been withdrawn had reached my account however this was still not good enough and my account was reopened. I am aware I requested the account to be reopened the following day after I had made my withdrawal however at the stage the withdrawal should have been processed and if not my original request of locking my account should have been adhered to. I am very disappointed with InterCasinos response so far and feel let down by the Casino.
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