Winning money goes automatically to bonus money

I joined the casino last weekend as recommended by a family friend. I was lucky enough to make a big win and have tried to contact the company each day since. I have looked at previous complaints to see if what documentation needs to be provided. I’ve done exactly as they’ve asked but they’ve not verified my account or even got in contact with me. They have suspended me from playing which shows someone has monitored my account which makes it even worse to have no response. I deposited £200 and am currently waiting to withdraw £5400. I’ve given them 5 days to get back to me when the verification time says 12 hours, I can’t help but feel like I am being scammed so I thought I’d submit a complaint here.

Hi,

I would like support to resolve my concern about the delay in my documents being verified, I submitted these on Saturday 1st April as requested when I won money to withdraw.

To date I have had no response other than an automated response on the chat that they have my documents and they will be processed within 12-48 hours.

I have emailed the support email address as advised to update my email address this was on. Monday 2nd April and still no response.

There is no contact number for me to call to speak to someone and it can take days for a response on the chat.

On April 02- I attempted to make a withdrawal from ahti games for the amount of 500$, since its the weekend, I figured this would be process the following monday, as they have been in the last years, they normally very good and very fast. I waited till Monday to log back in when I received this message that "AHTI IS NOW OPERATED BY SKILL ON NET PT LIMITED (UNDER ITS MALTA LICENCE WITH NUMBER)... Also stating that service and status of my account remains identical and all balance/active bonuses etc.

TO CONTINUE to use my account please accept the new terms and conditions outline below.

I accepted all terms. However when I logged back in, all my history of deposits and withdrawal seemed to disappear. I also check if my withdrawal is pending or being process, that is also gone. I cannot see any history of my account in the last 2 years.

I sent several emails to VIP support. Also tried to get someone in live chat, for the last 5 days, and I still have no response regarding this matter.

I have no idea what happened to this withdrawal where they normally have this done within 48 hours or latest response to my emails specially for VIP players. I'm very concern as this never happened before. I have been waiting now for 6 days going 7 for my withdrawal to be process.

Thanks for your help.

After winning 5.000EUR, I am fully verified and have been waiting for my withdrawal via Trustly to be processed for over two weeks now.

I'm shocked. When I contact support they give me very limited information and say that they are doing all that they can to process my withdrawal request. However, I don't understand what could possibly take such an amount of time when my account is already fully verified.

I have made many attempts to contact support both via live chat and email. I fear that I have been scammed and will not be paid out my winnings. I have been playing at online casinos for many years now and this is my first such encounter with an MGA licensed casino.

This casino system dont send me new password and no email will come. From beginning some email came but they where in junk mail with error links and picture on them on gmail so it was not possible to reset. I change this mails to inbox mail and no junkmail and still not work and now i dont get any reset mail. The casino dont have a chat and answer very rarely on mail about 4-5 weeks now. They dont send manually code or mail too reset password to me even if they say they will. I never had this problems with any casino soo is kind of rare.

I have money left in the casino and my account is not restricted in any way but i cant log in and they dont help me with that even if i send them my ID card pictures for helping me with a new manually password. My gmail works fine and have no problems at all. I need a password

Dear askgambler.com,

on 20 october 2018 i registered with this casino with made deposit $20,after thats i played many slots game without any errors/problem & after several hours i tried played slot game microgaming burning desire, i played about 1 hour with this game, but when i try change slot another slot game problem came in i cant play another slot game because always get stuck on game burning desire resume , i click resume that game after came to this game and played a minute and want quick this game and closed it always get resumed with this game, i cant play another games, i cant go to my profile area, cant do nothing always get stuck with game burning desire over and over like this, dear askgamblers please help me this case,, for your attention thank you so much.

I already many time email to the support this casino but no get any respond.