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bwin Casino - Withdrawal on hold & account closure

UNRESOLVED
Complaint Info
Disputed casino bwin Casino
Reason Declined payment
Amount € 769.54
Tabuh United Kingdom Message
Posted on September 7, 2018

Hello I have encountered with inappropriate and I believe even illegal actions from Bwin casino. At the 24 of July, I have registered an account with bwin casino: < personal info removed > I deposited 150EUR and in approximately 2 hours have placed live bets and won 619 EUR. In the meantime, I have sent my doc for account verification. I requested the withdrawal and received the confirmation email that within 3 days the request will be processed. Email: Current status of request: PENDING APPROVAL. Withdrawal amount : EUR 769.54 Account name : tabuh Date/time transaction : 24-JUL-2018 13:22:26 CET Transaction ID : 15324313463379665 Since 24 of July has been passed more than 30 days and the withdrawal hasn't been processed yet. Moreover, my account has been suspended. I've contacted support 4th of August to know the status of the account and the withdrawal. At 6th of August, I received an email that my account is closed due to some undergoing investigation. Email: "Dear Tatjana, Thank you for your e-mail. We regret to inform you that your account is currently under investigation. As soon as the investigation has been completed, we will contact you again. We apologise for any inconvenience this may cause and we thank you for your understanding in this matter." They claim that my account is under investigation. Who is the investigator then? They can't conceal that information due to GDPR regulation. I ask you to help me to resolve this issue.

AskGamblers
Posted on September 16, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Tabuh United Kingdom Message
Posted on September 17, 2018

Looking forward.

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