Complaint #7 Expekt Casino

Welcome Bonus Not Honoured

By cszwong87

10 years ago

Signed up for a new account with Expekt Casino.
$22.22 was deposited expecting to receive 100% welcome bonus as advertised for their casino.

No welcome bonus was credited at all.

Live support stated players from the UK are not eligible for the welcome bonus.

I am from Australia - not the UK.

They have refused to credit my welcome bonus for no valid reason.
As per the link their welcome bonus terms and conditions do not state players from Australia are not eligible for the welcome bonus.

I am very confused this casino seems very professional on the outside but they are being extremely unprofessional about this matter!

https://en.expekt.com/casino/welcome-bonus-%E2%82%AC2-500-ccas_ek_wel?popup=False

Disputed Casino Expekt Casino

Reason Bonus not given

Amount $22

Discussion

AskGamblers

• Support Team

10 years ago

Dear @cszwong87,

Any update regarding your complaint? Thank you.

Expekt Casino Complaint Stats

Resolved 1 / 7

Avg. Amount $12,595

Avg. Complaint Duration 5 days

Avg. Response Time 4 days

Expekt Casino Complaint Summary

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

So far, 1 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Expekt Casino Complaints

See all complaints for this casino

Stalling payout of my winnings

I made a withdrawal of 5800 SEK on the 29th of september, I did not get a mail confirming my withdrawal, and as of now, 6 days later, 10 mails to customer support, endless waiting to reach their live chat (we´re talking hours and hours for three days in a row without getting through) I have received two answers. The first mail was to say that the payment was stalled, due to "techincal issues"(Attached), and the next, arriving the following day, saying that they don´t get any respons from their "financial department"(Attached).

There´s NO bonus involved whatsoever, and I logged in using Bank-ID, so there cannot be any questions regarding my identity. SO there´s no reason for stalling payout of my winnings.

After the latest mail, I have sent three other mails, not getting any response from Expekt at all.

Resolved

kr5,800

Refuses to pay my cashback

I took part in their advents calendar promotion. This was on 1. december. The present was 10% cashback up to 100. I lost 1000€ they refuse to pay the 100€ cashback.They claim i didnt sign in to the promotion. Although I did sign in. There is no sign in Button on the page at all. I pressed all other buttons that might mean sign in. In the german version of the page they got a "jetzt einloggen" and a "jetzt spielen" button. This means play now and log in. No sign in button at all! I pressed any of these buttons at least once. In addition to that i provided screenshots of the reward for the day as prove i took part in the promo. They dont care and still refuse to pay me.

Unresolved

€100

Took my money based on unjustified violation of non-existing term

Hello,

First sorry for my bad English.

I created a account a few hours ago at Expekt. I deposit 100€ by trustly and only played black jack. I won 300€ and try to pay out this 400€.

I set a cool down until 17.11. and send them all my documents for the verification.

A few minutes ago I get two mails in German).

1. mail: they reopened my account (I never asked for this)

2. mail: they Check my account, close the Account and i won’t get my money because of t&c 3.12 (there is no 3.12!)

I didn’t do anything wrong. Could you please help me?

Thanks

Yours < full name removed >

Attach files: screenshot of the mails and verification documents

Unresolved

€400

Did not credit my bonus as promised

Expekt and even your website askgamblers.com promoted a 100% bonus deposit offer on your first deposit with Expekt and yet I have not received any bonus. If you view your review on expekt it says you do not need a code and that it simply will arrive with your first deposit. I have tried the live chat but they are very unhelpful and continually booted me from the chat line. My user name is angry_wranger, and the only reason I chose expekt was because of askgamblers review on it http://www.askgamblers.com/quick-search?q=Expekt On this site it clearly promotes a 100% bonus offer

Unresolved

Not received my winnings £1729

Won £1729, requested the withdraw via bank transfer. Processed and sent on Wed 17th November 2014. Not received a penny to this date. No one contacts me to give me an update to the situation. You can deposit with in seconds and takes ages to receive anything. I asked to be contacted by their finance department but don't receive any correspondence. Very disappointing for a high rate accredited casino.

Unresolved

£1,729

Blocked account/money on Expekt Casino

I have a problem with the above website, www.expekt.com. A few days ago, I have placed a deposit on their website and used it in the Live Casino, on the Roulette(but only on Live Casino). This resulted in a winning of approximately 80000 EUR. Obviously, I have tried to withdraw that amount and here is where the problem started. I haven't received any email from them regarding the withdrawal, and today I had the surprise that my account was blocked with no reason and with no notice. I had already tried to talk to them regarding this matter and all they are saying(in the live chat) is that I have to wait for them to perform a security check. The problem is that they don't give me a timeline for resolving this verification or any other details. Another thing is that this is not the first time I withdraw money from them and they never had to perform any security checks. The only difference is that this time it is a large amount of money and I feel a little hijacked. I have already provided them all the identification documents(credit card, driving license, my ID card, bank account statements) but still no answer. All I get is that I have to wait. More than this, one of their Live Chat agents told me this is the first time this is happening so this is another reason I am feeling hijacked.
I hope that you can help me resolving this issue. I have all the confidence in you! Also, if you require further details or documents, please let me know, I will provide anything immediately!
Thanks in advance!
Cosmin

Unresolved

€80,000