Complaint #92
Bronze Casino
Blocked account with €4,000
6 years ago
I am hoping that submitting this that I will be able to get some help from yourselves.
I joined Bronze casino on the evening of Tuesday the 10th of September and deposited 100 Euros via my credit card.
On doing this the casino gave me a 200 percent deposit bonus giving me 300 Euros to play with in their casino, I realised that there was a play through amount so I had a look at it was in the region of 10000 Euros.
I played through the money and was lucky enough to be able to have 4000 in Real Cash available to withdraw, I did this and got confirmation that my withdrawal was successful and that should I need to send any verification documentation then I would be contacted.
To pre-empt this I decided to send all the documentation before they asked to their finance dept at finance@bronzecasion.com. I then sent a support email to them to ask for verification to be acknowledged by themselves.
12 hours passed so I decided to login to my account to see if anything had happened with my withdrawal or if it mentioned my verification been finished. When I tried to login, the account said blocked, I then contacted them via live chat facility, they I must point out have no powers to do or tell you anything they just said I would receive a message back from support (which I have attached) about 30 seconds later.
It states that I apparently joined a sister site affiliate of theirs and self excluded. On this note I must point out straight away this is a lie, I have joined other casinos in the past where there are good deposit bonus offers and have left sites due to bad / poor / slow admin etc however I have never self excluded from anywhere, in their email they offer no proof of this or name the site where this is supposed to have happened.
At this stage I contacted live chat again and tried to get help and find out more information they told me to email support, which I have done now in the last 5 days approximately 10-15 times extreme I know but I have not had one reply. I contact live support numerous times and have asked them why no one has replied they then informed my that they have serious IT issues and a lot of the time they don't check or receive emails, this is disgusting in itself when you add to the fact I tried to call them on the phone number advertised on their website , which doesn't work , I asked live chat about this as well and was told that they are no longer contactable by phone and this number is redundant.
After this I have been onto their website again and looked for the tab marked affiliates, if you click on this link as you see they are mentioning in their one email it doesn't actually take you to a place where you can have a list of affiliate casinos they are related to so not only are they lying about the fact I self excluded but the lie there coming up with doesn't even follow through.
I contacted live chat to ask for a time scale as to when I would hear from them as they have 4000 Euros in my account and they said as long as it takes but if it is any type of complaint that they only have one woman who works the complaints desk and she only works on Sunday mornings, this is disgusting and I have no where to turn now for help. Please please can you help me with this situation.
I joined Bronze casino on the evening of Tuesday the 10th of September and deposited 100 Euros via my credit card.
On doing this the casino gave me a 200 percent deposit bonus giving me 300 Euros to play with in their casino, I realised that there was a play through amount so I had a look at it was in the region of 10000 Euros.
I played through the money and was lucky enough to be able to have 4000 in Real Cash available to withdraw, I did this and got confirmation that my withdrawal was successful and that should I need to send any verification documentation then I would be contacted.
To pre-empt this I decided to send all the documentation before they asked to their finance dept at finance@bronzecasion.com. I then sent a support email to them to ask for verification to be acknowledged by themselves.
12 hours passed so I decided to login to my account to see if anything had happened with my withdrawal or if it mentioned my verification been finished. When I tried to login, the account said blocked, I then contacted them via live chat facility, they I must point out have no powers to do or tell you anything they just said I would receive a message back from support (which I have attached) about 30 seconds later.
It states that I apparently joined a sister site affiliate of theirs and self excluded. On this note I must point out straight away this is a lie, I have joined other casinos in the past where there are good deposit bonus offers and have left sites due to bad / poor / slow admin etc however I have never self excluded from anywhere, in their email they offer no proof of this or name the site where this is supposed to have happened.
At this stage I contacted live chat again and tried to get help and find out more information they told me to email support, which I have done now in the last 5 days approximately 10-15 times extreme I know but I have not had one reply. I contact live support numerous times and have asked them why no one has replied they then informed my that they have serious IT issues and a lot of the time they don't check or receive emails, this is disgusting in itself when you add to the fact I tried to call them on the phone number advertised on their website , which doesn't work , I asked live chat about this as well and was told that they are no longer contactable by phone and this number is redundant.
After this I have been onto their website again and looked for the tab marked affiliates, if you click on this link as you see they are mentioning in their one email it doesn't actually take you to a place where you can have a list of affiliate casinos they are related to so not only are they lying about the fact I self excluded but the lie there coming up with doesn't even follow through.
I contacted live chat to ask for a time scale as to when I would hear from them as they have 4000 Euros in my account and they said as long as it takes but if it is any type of complaint that they only have one woman who works the complaints desk and she only works on Sunday mornings, this is disgusting and I have no where to turn now for help. Please please can you help me with this situation.
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