Not honoring their own free spins offers

22nd August: I deposited £100 at Sportingbet Casino. I won £15,000 playing slots. When I cashed out I was asked to send in an ID and proof of address. I sent these and they were approved. Some days later Sportingbet asked me for an alternative proof of address. I do not have my name on any of the utilities in my home since someone else is responsible for the bills. In order to comply with Sportingbet I had been trying to arrange to somehow get a second proof of address with my name on it. This was proving very difficult since I don’t pay the bills here. But while I was trying I received the following email: Hi Jay, Due to the breach in our terms and conditions below, we have made a business decision to permanently close and retain all winnings on the account. 1.11 It is each customer's responsibility to ensure that they comply with their own local laws or relevant regulations with regard to betting. You should take your own independent advice before placing any bets with Sportingbet and ensure that your gaming is legal and compliant with the relevant regulations. Internet gambling may be illegal in the jurisdiction in which you are located and if so, you are not authorised to use your payment card to undertake transactions. The action above was taken due to evidence on your account which has shown the account has been accessed from a prohibited area . The total funds deposited (£100) have been sent back to Neteller account used to place funds at Sportingbet. Any attempt to reopen an additional account will result in closure and retention of all funds deposited. Regards Samuel < surname removed > This email must have been sent in error. I live in the UK. I have a UK address on the proof of address I provided them with. I have a UK passport. All my play has been from the UK. Furthermore, I was allowed to deposit and play on the site. Surely if I was playing from a prohibited country I would not have been able to join the casino in the first place let alone place bets. If my account has been accessed from a prohibited area like they say then that is a security concern for me. Sportingbet accepted my bets. They certainly wouldn’t be returning them if I had lost. I would like to add that I was not playing with any bonus. I was risking my money and they have simply decided to seize my funds. What gives them the authority to do so? I doubt the UK Gambling Commission approve of their decision. I can only surmise that this must be some kind of error. I ask Sportingbet to please review their decision on this because I really don’t believe what is happening.

Dear Sir/Madam, I have been using sportingbet.com for 1 year earning around 2.790€. Few weeks ago, when I tried to withdraw part of my money, I have been asked to provide the following documentation in order to verify my account and proceed with the payout. "1 - A color copy of an Identification Document (Passport, National ID card or Driver’s License). 2 - A color copy of a utility bill or bank statement dated in the last three months, showing your name and address. 3 - A color photo of your ID held next to your face 4 - Proof of ownership of your Moneybookers account (please take a screenshot whilst logged into your account so we can see the account details)" After I provided the whole documentations, my account has been closed without any explanation. They would only send back the money of my first deposit (400€) withholding my winning (2790€). Please find below the last email I have received from them: "Dear Anna, Thank you for contacting Sportingbet Customer Support, Please be advised this has now been sent to our finance team to request the 400 Euros back to your skrill account. If you have any questions or require any further assistance, please don’t hesitate to contact us further, we're always happy to help. Kind Regards, Troy" I have not done anything wrong and I am more than pleased to provide any further documentations. I am sure there must have been some mistake in their verification process but they do not reply to my email and it seems they have just stolen my money without further explanation. Could you help me with this? Thanks in advance for your collaboration Cheers Anna

I wish to make a complaint about sporting bet casino who are run and licenced gvc holdings. I have a self exclusion under party casino who are also licenced by gvc holdings. I have been allowed to deposit nearly 900 pounds with sporting bet. Surely this should not have been permitted. I have asked for a refund and explained that they have violated terms and conditions of the responsible gambling act but declined. They failed to understand the seriousness and implications of my complaint as allowing players with a self exclusions with the same licence as another casino can compromise there UK licence as it did for the group cassava who had to refund all players who deposited with a self exclusion in place. I hope you can assist me and take further action for me. I have also sent emails to gvc holding but have had no reply. I have also called them on there customer helpline but no answers as the line doesn't connect. All I've asked for is the money back I should not have been able to deposit. If you need any more information or assistance please don't hesitate to ask

I have an open case with them which they are taking for ever to respond to and at first took responsibility for an extra £200 being taken from my account, but are now saying other wise, and are failing to give back the money i am owed. after raising the dispute with them after a couple of weeks the admitted that is was a technical error at their end and will issue a refund for the money which i should have received in 2-4 workings days, that came and went. Then two weeks later they are stating that they no longer require to issue me with a refund. the take around 5 working days to respond which is ridiculous in itself.

On the 16th of November 2016, i decided i would signup to sportingbet to try them out as they had quite a few slot machines that i enjoy playing mainly spinata grande, and pyscho. I deposited £15 via paypal and started playing on the slots, after playing several different slots i managed to get up to around £140 then i thought i will play a little more and walk away whilst im ahead, i had dropped down to £120 and looked into withdrawing these funds, i needed to provide evidence of my passport / license so i sorted that out and at dinner time requested the £120 to be withdrawn. Looking at the policy below it states withdrawals to paypal would be processed within 24 hours, so after 24 hours had passed i thought i would contact support and ask them if they could let me know when this would be processed, they basically just told me after 24 hours so i decided to give them some time. On the 17th i decided to send them another message because 36 hours had passed and still nothing, they replied today 18th and basically told me that i should check my account for the funds, so i did exactly that and found that no payment had been sent to me, so once again i went to support and had a discussion with them. Below is the transcript which is slightly modified to remove my personal details: Stephanie E (11/18/2016, 2:57:58 PM): Welcome to Sportingbet! My name is Stephanie. How can I assist you today? Stephanie E (11/18/2016, 2:58:04 PM): Hello Stephanie E (11/18/2016, 2:58:11 PM): For me to help you further and look in to your account, can you please provide me with your -username or userID -your date of birth -your postcode please? Me (11/18/2016, 2:58:31 PM): REMOVED, REMOVED, REMOVED Stephanie E (11/18/2016, 2:58:49 PM): How can i help Me (11/18/2016, 2:59:39 PM): You sent me an e-mail with a response to my question about a withdrawal about 1 hour ago. Me (11/18/2016, 2:59:46 PM): You wrote: Me (11/18/2016, 2:59:48 PM): Dear Lee, Thank you for contacting Sportingbet Customer Support, Please be advised all refunds are processed within 48 hours. Once the withdrawal has been processed, the funds are credited to your Paypal account within 24 hours. Please note your withdrawal left our systems yesterday on 17/11, please check your Paypal account for the funds. If you have any questions or require any further assistance, please don’t hesitate to contact us further, we're always happy to help. Kind Regards, Stephanie Me (11/18/2016, 3:00:43 PM): In my paypal account i have not received any payment from sportingbet, so i would like to know what is happening. Stephanie E (11/18/2016, 3:01:33 PM): your withdrawal of £120 left our systems yesterday as advised to you in the email Stephanie E (11/18/2016, 3:01:44 PM): You will need to contact paypal if you have not received these funds Me (11/18/2016, 3:01:56 PM): What is the transaction id? Me (11/18/2016, 3:02:55 PM): The payment would be instant, if sent by paypal so i would of had the funds by now. Stephanie E (11/18/2016, 3:03:37 PM): Please hold Stephanie E (11/18/2016, 3:10:42 PM): I will need to have this escalated to our finance department to provide this for yoyu Stephanie E (11/18/2016, 3:10:43 PM): you Stephanie E (11/18/2016, 3:10:57 PM): When we have a response from them we will send you this number in an email. Me (11/18/2016, 3:11:32 PM): If i have not received a response by 5pm today which is roughly two hours from now, then i will have no option to open a dispute on paypal. Stephanie E (11/18/2016, 3:12:10 PM): We will respond to you when we have a response from our finance department Me (11/18/2016, 3:13:42 PM): I have copied this chat, and have other pieces of evidence from your site, but this is really out of order the whole not being able to give me direct clear communication. Stephanie E (11/18/2016, 3:13:47 PM): As i am explaining that the transaction has left our systems Stephanie E (11/18/2016, 3:13:56 PM): since you claim not to have received it we are escalating this with our finance to check and provide the proof of transaction Stephanie E (11/18/2016, 3:14:07 PM): this are the processes that have to be followed Stephanie E (11/18/2016, 3:14:23 PM): i am sorry if you are not satisfied. Me (11/18/2016, 3:14:31 PM): We'll i am not feeling very confident about your service right now Me (11/18/2016, 3:14:47 PM): but i will wait until 5pm and then take action. Me (11/18/2016, 3:14:51 PM): Thanks for your time As you can see from the above transcript they are acknowledging my request for £120 to be withdrawn to paypal and also stating that it had been sent but could not provide me any additional information for example the transaction id, i am almost ready to open a dispute on paypal to retrieve my initial £15 wager back, as i do not think they ever had any intentions in sending me £120.

I have been having issues lately with depositing funds in my account by wire! I have not had this issue in the past, I was able to wire $400, $500 respectively in my account! I have dealt with both Lucy and Alex at Sportingbet, at one point I was asked by Lucy to provide a copy of my financial statement since I was requesting a deposit wire of $4062 she claims, i have reached my allowable "threshold". I did provide a copy of my bank statement to her. They kept telling me to wait as it was successfully sent... After the 5 working days (which stated that's how long wire takes place) I still didn't have the funds! I emailed them and was asked again to provide a copy of my bank statement as per Lucy to investigate, but i told her I have already provided that to her. Finally I waited a few days, saw my funds refunded back to Sportsbet account! Reason i was given was bank failure, that my bank rejected they couldn't find my name? But again, I explained I never had any issue of wire depositing in my account in the past! Alex advised me to re-check my bank account information, which i kept insisting the issue is not at my end. I decided to request another wire last week $2062 and $58 it has been 5 working days and I still have yet to see those funds in my account!

Hi, I've had a sportingbet account for a few years now and now issues at all, but on friday 19th aug i requested a withdrawel via paypal and ive still not received it, I chased it up and sporting bet say they sent it on saturday. I rang paypal and with transaction code sporting bet gave me and they confirmed the payment had been denied, So rang sporting bet back and sent them screen shots of my paypal account showing i had not received the funds. I still have not been paid out after ringing and emailing them, they have not been replying to emails at all. I dont know if there in finiancial trouble at moment.

I won my bet and proceeded to withdraw my winnings. 10 days passed and I still had no sign of the money in my bank. Nor did sportingbet contact me with an issues. After finally getting in touch with them they then stated that they cant pay my money due to 'a bank charge back'. I have personally never heard of this. They advised me to contact my bank to get a letter to state that the money has left my account to sporting bet. They said any format is acceptable. I got the bank to forward me a letter via e-mail as this is the fastest way. However after forwarding the letter sportingbet failed to contact me for a number of days and then come and said it has to be a physical letter, with every detail about my account on it. I find this very suspicious and my bank did too they were not going to provide this letter. I can see on my bank statements that the money has left me account to sporting bet. But when I ring customer service they just say 'sorry we cant do anything now' This is disgusting and by far the worst customer service experience ive ever had. I won my money fair and square deposited fair and square but now im up the casino will not pay me out. Please can somebody help me as its close to Christmas and I need my money

The reason for this complaint is that i deposited at the casino and used my deposit to play a few games. i requested a withdrawal the day after i requested it they asked me to provide all sorts of documentation such as passport, proof of ID, proof of address, both sides of my debit cards etc. After i provided them with this the adviser on the live chat told me to wait he was really rude for no reason at all and wasn't helpful at all. he said he "forwarded" my documents and that i should wait for the accounts teams response so i was waiting for a long time when he came back this was his response "e need copy of the front and back of your cards ending in 5515,9106 and once they will be received the refund that he has on hold will be rejected in order to go back to Paypal." i don't see how this is right as i used my visa debit card to deposit. i told them it is not possible for me to receive the money on Paypal as i have reached my yearly limit and i cant use Paypal for a year till my limits are reset. but the adviser kept saying sorry this is our offer for you. then an hour or two later he closed my account also for no reason at all he told me the money was sent to my Paypal at 1PM it is 10PM right now and i don't see any money sent to me. and if the money comes to my Paypal account it would be refunded back. the other reason i am really frustrated is that i haven't broke any rules i wasn't using any bonuses or anything i profited hardly anything i even asked for a refund of my deposit this was also declined how can that make any sense? so they basically have my money and they are saying they sent it to my Paypal which they haven't. all i want is either my winnings back to my visa debit card that i used to deposit or my money refunded back to my visa card which is unfair but its a deal i would take as i have Paypal limits set for another year or so.