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en - Have broken my heart

Complaint Info
Disputed casino
Reason Declined payment
suzywinsonce United Kingdom Message
Posted on May 16, 2014

Hello I joined last week. I got my 20 pounds freeplay. I liked the site then it irritated me the amount of times the live help got in touch. It was unnerving and you may as well have said to me, deposit or we're going to annoy you constantly especially when you're trying to win a bonus and a great big window opens up in the middle. and you can't move it.

Anyhow I won 250 quid roughly after meeting wagering requirements. I wrote in and asked how much could I have out of my winnings I received a nice email saying 100 pounds. Make sure you deposit 20 and then you can have 20 pounds as well. As they were being generous I deposited around 7pm 17th April 2014 using my visa debit card through skrill I also have a skrill debit card. This is important. So all is well IT also said in my lovely email (will send all these to you) that you must ask for the deposit bonus to be taken off or you'll have to go through the wagering again. I was thrilled. So I got my hard earned dosh and deposited. I withdrew 105 pounds I didn;t want to be greedy so I had some left in the account from my deposit. I played it through waiting and got up to 54 pounds. As I didn't have a bonus on or anything that was my money. but instead of withdrawing thought nope don't be greedy. I'm getting 105 pounds this week. Also I spend about 10 to 50 pounds a night on the casinos so they'll soon get it back to me.

So you can imagine my shock when I receive this email today. {Please check the one underneath as it's the one with the terms and conditions That I MET. NO WHERE in that email does it say that I have to bet with a credit card. Even though I did through VISA.

I want my money. How dare they ask me for 20 pounds when they have no intention of paying me winnings.

Hello Suzy

Thank you for contacting

Unfortunately your withdrawal request has been declined because as per terms and conditions of the bonus you have to make a successful deposit with a credit card

(Customers are required to register their credit/debit card and make a successful minimum deposit before being able to withdraw any funds. Only deposits and withdrawals made by credit/debit card will qualify.)

Thank you for choosing, if we can be of any further assistance in the future, please don’t hesitate to contact us again [email protected] or by Live Chat 24 hours a day, 7 days a week.

Kindest regards,

Ilaria Support



Your account

Discussion Thread

Response Via Email (Georgie R.) 14/04/2014 08:27

Hello Suzy,

Thank you for contacting regarding your bonus. The terms and conditions of this bonus are as followed, you can withdraw a maximum of £100 after wagering is completed which in your case you have done. You will also be required to deposit the minimum of £20 which you will get back with the withdrawal, so you will receive £120 back, if you would like to withdraw the £100 once you have deposited the £20 you will need to decline the pop up bonus. The withdrawal will not be processed unless the deposit has been made, you will also be required to send in your ID documentation which i can see you are fully aware of. If you would like to deposit and receive another bonus no withdrawal can be authorized and wagering will start again.

Thank you for choosing, if we can be of any further assistance in the future, please don’t hesitate to contact us again [email protected] or by Live Chat 24 hours a day, 7 days a week.

Kindest regards,

Georgie Support

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Posted on April 30, 2014

AskGamblers Complaints Team have been informed by the player that their complaint has been successfully resolved.

The case is being officially closed now.

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