Did not comply with its own responsible gaming policy

On 9 November 2017 I contacted Bestcasino that my balance of 101,51 euro was missing. They acknowledged the problem and told me the "Poker Manager" (I have no clue why him, I only played Blackjack) had to be contacted and they would get back to me soon. (chat-log, last bets and last transactions attached) On 17 November 2017 I still hadn't heard a thing so I contacted chat support again. There they assured me they would get back to me as soon as possible. (chat-log attached) On 21 January 2018 I was still waiting for an e-mail, so I decided to e-mail them myself demanding to address the issue. (mail attached) On 14 February 2018 I had still no response, so I contacted chat support again. They were busy and told me they would get back to me and to leave a message (chatlog attached) On 15 February 2018, after trying to contact chat-support a few times I was contacted by e-mail asking to describe the problem. I explained what happened earlier and I was told that I would be contacted the next day. (mail attached) Now it's 19 February 2018 and they still haven't addressed the issue. I hope taking the problem here will shed some light on what is happening and hopefully get my money back. Thanks in advance. with kind regards, Bjorn

I deposited on 8/7/16 via skrill and won £300, withdrew this on the same day. Part of what drew me to best casino was the quick withdrawal times, not in this case! After chasing them up on online chat, several different people said 'I will ask payments to hurry up' what ever that means! Managed to email Henrik, found his email address via this site. Although helpful the issue is still not solved. He claims there are problems with skrill (although not when reposting money surprisingly!) His solution was to refund the money back into my account today 13/7/16 and withdraw via a different method. As I've only deposited via skrill it won't let me withdraw any other way. I've emailed Henrik 3 times since but no reply. I've now withdrawn the amount again via Skrill and am waiting. It's bad that it's been refunded back to my account as the temptation to play took over but I managed to withdraw the same amount, around £307. I just can't understand what the delay can be. There is a reason that most complaints centre around these newer casinos and none of the reputable ones. I liked Best Casino but can't see myself staying after this.

Hi I'm having problems getting a payment resolved as I am unable to speak to the payments team only getting fobbed off by support. The payment is only for a small amount €300 however I have now closed the account and as payments are usually processed within 48 hours it should not take a week which it has now. I have spoken to support a few times but keep getting fobbed off with them saying they have no idea how long this will take and that I can't speak to payments or that they won't contact me. I would be grateful if you could contact best casino and try and resolve this for me Steven *******

Made a withdrawal of £800 from the casino, subsequently excluded myself. After a bit of chasing I receive £400 on one card I used, and £350 on another. £50 is still in my account according to customer services. Have been speaking every day to the support team for the past 2 weeks, each time being told that it will be escalated to the payments team who will contact me. No one has contacted me during the entire time. Was finally advised to email Henrik a manager who has not responded either. I cannot understand why the full withdrawal I requested was not made, nor why no one can give me a clear answer or time frame. All I want is to receive my money and I will be free of this casino. Very unhappy with the way this casino is treating someone who has spent a lot of money at the site.

Hi, I requested a withdrawal on 22 June from this reputable casino. On the same day, I asked for my account to be closed for responsible gambling reasons. The casino followed my request but has not yet approved the withdrawal 2 weeks later. I have politely followed up by email a few times and when I get a response it is apologetic but comes to nothing - they just say they will ask Finance to hurry up. On Live Chat today the assistant apologised and said the Finance department has "a lot to do". I'm sure that's true, but I can't understand why it takes 2 weeks to approve a simple withdrawal. I asked for an explanation and the assistant did not respond. I would be grateful for any help speeding this up.