Complaint #5 Prestige Casino

Prestige Casino refused to refund my 35 gbr

By keithspeshe

11 years ago

2 weeks ago I took part in Prestige casino promotion 750 free spins and won 200 pounds. Then I deposited 35 pounds in order to verify my account and withdraw my winnings. And the show started. After a week of waiting I got mail that I need to send photo-captured id,proof of address and photo of me holding this passport. I sent them required pictures. After another week of waiting operator Addy in live-chat told me that security couldn't verify my docs and they put hold all the money in my account until they get valid docs. And they refused to refund my 35 pounds.

I don't understand what's the problem with my documents. At least police accepts them.

I want my 35 gbr back. Please help!

Disputed Casino Prestige Casino

Reason Refund declined

Amount £35

Discussion

AskGamblers

• Support Team

11 years ago

Dear @keithspeshe,
Any update considering you complaint? Thank you.

Prestige Casino Complaint Stats

Resolved 0 / 5

Avg. Amount $2,645

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Prestige Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Prestige Casino Complaints

See all complaints for this casino

Stalling on payment

Morning all , Ill try keep this short for now , I have a nice amount pending with Prestige. 13 ,144 to be precise. Having withdrawn the win I was asked for , im assuming standard documentation , pictures of bank card etc. Then it went on asking for bank details for transferring the win a few days later. Superb , I thought this was going to be nice a quick. Then I was asked for more documentation , and also now a deposit confirmation form and this was starting to drag on. ( could of asked for it all in one go but dragged it out ) Once all this was sent , they have then asked for NOTARIZED I.D and can this be sent to Gibraltar. I started to think they were just stalling me and payment was a long way away. So having tracked the documents sent and finally confirmed they have them , they have been with the "relevant" department for over 10days and still no payment. Please help , if only they paid just as quick as they take your money , we would all be happy and would have to have a moan. Please help , much appreciated ALEX

Unresolved

$13,144

Locked my account!

Hello, I write about the account blocking assignment and deposit by prestigecasino! I registered an account and have received their bonus "Free money for an hour." complied with the conditions and I have added 2000 sek. I made the required deposit and requested a withdrawal. the next day I got pismo this content: "Dear Ake, This is Mary C. from the Security Department. We have received your email regarding your documents; however, as you have not written from the email address registered in your account we can not assist you at this time. As a security measure, please send us your query / request from your registered email address for further assistance. " I downloaded a live chat requested document. I was alerted that unlike most casinos were not interested in proof of address! a few hours later my account is locked and I get the following message: "Dear Ake, This is Mary C. from the Security Department. We have received your email regarding your documents; however, as you have not written from the email address registered in your account we can not assist you at this time. As a security measure, please send us your query / request from your registered email address for further assistance. " but I generally do not send them by e-mail !!! again, I am writing in a live chat and they begin to understand supposedly. find my letter, sent to the Department of Safety and a few minutes later tell me that they could not verify the authenticity of the document and on this account has been suspended and funds confiscated! they did not ask for another document, a telephone conversation as they do in other casinos! I understand that they were not going to pay winnings and want to return though, would deposit -350sek. help!

Unresolved

kr350

Account closed winnings not paid

I signed up to Prestige with 100 gbp and a 150 gbp bonus.

I met the wagering requirements, and withdrew £2,769.01.

This was on February the second.

I got an email from Prestige, saying they were closing my account due to bonus abuse also 09/02

I can only assume this was because I also had Eurogrand and 21 NOva a/cs. I lost money on Eurogrand. And the hilarious thing about 21 NOva, is that THEY sent ME an email about 21 nova and the sign up offer!!! How can they call me an abuser for playing unsolicited offers?!!??

I complained about this, and then the withdrawal seemed to be going ok.

They asked for ID and pics of my debit card. I sent it.

They asked for signed deposit confirmation. I sent it.

And when I chased the withdrawal this week, they said I just had to re request, as it was over 7 days to send the deposit confirmation.

Now I cant even open the account.

I'm hoping a reasonable outcome can be made here.

I do not want to drag William hills name through the mud, and potentially go to court over such a petty amount of money. It's truly embarrassing for a FTSE company to behave this way.

Unresolved

Prestige Casino stole my €50 deposit

Hello, here is my problem:

I took part in "€1500 freeplay promotion" in which I managed to win €300.

In order to withdraw my winnings I was told to make a confirtmation deposit of €50

So I did that with my moneybookers and claimed a withdrawal. In a few days I was asked to provide my security documents in order to process a withdrawal so did I. In a couple of days after that I was asked to provide the back side of my Drivers License:

"This is Rhonda from the Support Team.

Please be informed that we have received the documents that you sent. However, please send us a copy of the back of your Driving License.

Upon receipt of the mentioned files, we will then be able to update your account and proceed with your requests without further delays."

Ok I send that too and here the fun begins. I got a message:

"Dear Igor,

This is Rhonda from the Support Team.

Please be advised that we have received your driving license and we have updated your account.

Thank you and have a nice day."

They declined my withdrawal and zeroed my account's balance - really nice "update"
As far as they can exlain my driving license is not legit, I think especially the back side of it which don't have any information at all, otherewise why did they asked me for that backside copy.

I asked live chat operator if I somehow could resolve this issue, and they initiated one more check, after which they just completly closed my account.

So I did spend my time, I did make that 'confirmation' deposit and I have nothing but a headache.

Their final response is this:
"then we shall have the right to suspend Your Account for an indefinite period of time; and/or withhold the whole or part of balance of Your Account; and/or close Your Account and terminate the Terms of Use; and/or recover from Your Account the amount of any pay-outs, bonuses or winnings which have been affected by the event(s) contemplated in paragraphs 11.4.1 to 11.4.4 (inclusive) above. "

Am I dumb? Am I look like a clown? If you refuse to pay - don't pay, but I want not my winning or not the money they gave me, I want MY OWN FUNDS, I want my confirmation deposit BACK.

That's not the question of €50 - it's a question of attitude and my spoiled nervous system.

I want the truth!

P.S.: Ok I can see only one logical explanation of what's going on here - stealing players "confirmation deposits" is the way how PRESTIGE casino runs their business.

Sorry for my English, that was really hard but hopefully you will understand my post

Unresolved