Unable to process my withdrawal

Hello!
 
I made a deposit of 100:- SEK on FreakyVegas 2018/08/30 and used one of their available bonuses. I played through the bonus and converted the bonus amount without any problem, and 2018/09/07 I requested two withdrawals of 1500:- SEK and 1900:- SEK.
 
I made two withdrawals 2018/09/07 of 1500 SEK and 1900 SEK, and I expected that it would be two trouble-free withdrawals, instead, I've only had problem after problem after problem with the casino in terms of excuses, various lies, the have pulled out on time, they have been unable to answer my questions and so much more.  
 
On 2018/09/18 the dates on both of my withdrawals were changed from 2018/09/07 to 2018/09/18, which, according to the support, was due to my withdrawals would be handled by their department and that I could expect my withdrawals very shortly. So it took them 11 days to start managing my withdrawal request despite it in their casino terms under Deposit, Transfers and Withdrawals and under number 9. it says the following:
 
”9. FreakyVegas.com will do its utmost to process any withdrawal requests between 6 and 12 hours on working days from receipt of such request.”
 
It was first around 2018/09/21 that FreakyVegas chose to process one of the withdrawals (1900 SEK), but that withdrawal was suddenly denied without me being informed of it - and according to FreakyVegas, my withdrawal was all of a sudden denied due to a failure when trying to pay out the money to my Visa card they say. I had to question the customer service several times why the withdrawal had been denied before I got an explanation.
 
But instead of the money (1900 SEK) going back to my cashbalance at the casino, they have managed to lose the 1900 SEK somewhere in the process of the denied withdrawal - and all that I've heard from them is full of excuses and that they have forwarded the case to another department to find out where my money has ended. But now 18 days later, the money is still gone and they still can not give me any answer or an explanation of where the money have ended up or what happens to my other withdrawal of 1500 SEK that is still a pending withdrawal.  
 
I contacted the support on FreakyVegas once again on 2018/10/03 to ask them what’s happening with my withdrawal of 1500 SEK as well as the money 1900 SEK that is still missing from my account - and also to express my frustration regarding this problem, and the only answer that I got from Max on the support was the following:

”I understand your frustration and your issue has been forwarded with high-priority. We will get back to you via email as soon as possible.

I assure you we are doing our best and will get back to you as soon as there is any update or solution. Until then I am asking for a little more patience please.”

So now I’m tired of this, I have been patience enough for 3 weeks since my money went missing, and I have been patience enough for 1 month since I requested my withdrawals. So therefore I have decided to post this complaint with a hope that this will solve this situation so that I can get my money.

I have printscreens of the chatlogs with the support, I have printscreens of my withdrawals, I have printscreens of almost everything that I could need in this situation to prove that I have the right on my side.

Hello, I played with my bonus and everything at your casino and i tried withdrawing multiple times 1000SEK but i had to add documents all the time which i did and finally got it verified so i tried withdrawing with the card i deposited with but then that wasn't good enough and i was told to use bank transfer instead so i added my bank details etc and got approved with that 2018-07-02 14:35:38 1.000,00 SEK 189735 WITHDRAWAL Bank Account COMPLETED. But i have yet to see my money and every time i ask in the chat they say that it can take time and then that there can be a twist with the bank etc etc. How long am i going to need to wait before i see my money?

Hi, I deposited on 2nd of May 50 Euro - and played my favorite Slot Victorius Touch. I won 500 Euro and stopped playing and started the verification process to start the withdraw. I played with no bonus, what I always do in Casino. The next day my account was verified and so I started on 3rd may the withdrawal and the offered solution was SOFORT Überweisung - so I used this. A couple of minutes later - the withdrawal was rejected. I did it again and asked the chat why it was rejected - they told me that it is a bug that sofort appears and I should use instead Bank Transfer - what I did. The chat told me my withdrawal will be processed immeadtly after that - and that was fine for me - the Withdrawal process started on 11:41 a.m. During the day nothing happened and I asked again - because the casino is theirselves promoting with pending times between 6-12 hours and fast cashouts - they told me it will be handled in the morning. o.k. - look again but nothing happened - and always telling in the chat - soon/ as fast as possible/ delay can happen etc. I am very frustrated about this service - because every casino that is promoting themselves with fast washout is doing so - and there are no delays - once verified it is going very, very, fast. So i am still waiting that anything happens on my account - i can of course submit if necessary screenshots of my transaction history that you have a look if you want. Hopefully we can solve this issue fast - as they promoting theirselves. Kind regards

I played by bonus money and wager it by them terms and win 800e. Now they declined my withdraw because they claim that i have played my welcome bonus in January in way that is not lined in their bonus terms.
I looked my playing history at January and there is nothin against the rules. I have played only games that have allowed to play and my bets have been between 0,75-1,20€. I ask how i have brake rules at January but they dont answer to me anymore.
This was different bonus and nothing to do with welcome bonus.

Here is email what they send to me.

Hi Pia,

Thank you for your e-mail.

When reviewing your withdrawal, we noticed that you have played with the welcome bonus in a way that is not in line with our bonus terms & conditions.

Due to this, we have decided to consider all your game play as voided any the winnings have been removed from your account.

You find our bonus terms here, and the following part of our bonus terms have been violated - https://freakyvegas.com/en/bonus-terms

Increasing the balance and then changing Your gaming pattern significantly (bet, game type, bet structure or other pattern of betting) to complete any wagering requirements of any Bonus;using any betting system or placing even money bets on any game of chance, and /or using the “Double-Up” or gamble feature within a game to increase win values;increasing your balance after placing high value bets and thereafter proceeding to place bets of less than half of the prior bet value, in order to meet bonus wagering requirements;wagering on Games that do not contribute towards wagering requirements or games with a 0% wagering weight applied to them as specified in the specific bonus landing page terms;wagering on games with bonus money to build up value, lose the bonus and then cash out on the built up value with a secondary deposit.

Thank you for your understanding and have a good day.

-- Martin

I signup with this casino and made a deposit off 300 sek and got an 100 % bonus and 100 freespins om Starburst. Began to play with 600 sek but had no luck and ended up on a balance with only 0.09 sek and then decided to remove the bonus because there was no game that allows the insert. Then i take my 100 free spins on Starburtst and wins an amount of approximately 80 sek , i automatically got a new bonus to wagering that i succeed and had an amount of 1100.40 SEK which stands as real money and no bonuses. Then choose to make a withdrawal on the money but then allowed the next day an email saying that the profit is not valid when I have broken the bonus requirements and requested a withdrawal when I had an active bonus that is not true. They do not respond to emails or chat anymore so I have to take it further here.

ok... So i stumbled onto this casino and as usual swayed to register with Free Spins!! I registered, jumped on said game with nothing. Got onto live chat when was informed i would have to send some ID for verification before free spins were awarded... First time I ever had to do that but didn't mind!! If i ever won, it would just make the withdrawal process so much quicker so it was no dramas!! Sent thru what was required, got verified and free spins were rewarded!!! Played em thru pretty quick About a week later I decide to make a deposit!! 6th Novemebr... Again, I got asked for verification and identification documents, i thought it was unusual being asked with deposit but again, i thought it could only be a good thing really and i sent them all thru again plus more and again, my documents and identification were verified and approved so i was able to deposit!!! and lo and behold i actually won so money!!! Sooooo exciting!!! I press withdrawal and off I go :) I got asked to send my photo id again, which I did so was just waiting for it to be approved and processed!!! I have all of the emails to back this up as well!! and my withdrawal was approved :) it just needed to be processed and it would be in bank within days!!! :))) yaaayyyyyy!!! So a day passes, and i email whats goin on? to then be told that Mastercard do not accept withdrawals and that i would have to do it thru my bank accout.. So i cancel the initial withdrawal and re do one to deposit to my bank account!! Another 3 or so days pass , i write them an email asking whats going on to be then told that they cant process withdrawals to australian bank accounts!!!!! I still dont understand why i was told to withdraw that way when they couldnt do it!!! by this time I'm starting to get a little peeved at the runaround but i get told i need to deposit money from my netteler account to be able to withdraw that way, and it will be instant as well !! I have no money in my account so have to wait 2 days till i get paid so i then deposit into netteller, deposit into freaky vegas and restart the withdrawal process.. During this time, Elena is quite empathetic to my frustration and understanding.. I had to send some more netteler documents and she tells me that my withdrawal will be processed today (14th november) and as it's netteller it will be immediate and that she will process it personally for me :) Finally i thought... I had gotten a eviction notice the week before so the winnings couldnt have come at a better time!! I got a one week reprieve from my landlord until i could pay what i owed once my winnings were in my hands and for the past week i had been planning where my winning would go and pretty much has revolved my life around the help it was going to bring.. I mean, my documents had been approved and verified on at least 3 different occasions.... i was told the money would be instant into netteller, initially i was told to wait 5 days for my bank account withdrawl but at no stage did they ever let on anything different than that that money was going to be in my account immininently!!!! Okay, here is where it gets a bit murky because both the casino and i are both at fault but the onus i believe is on them... so i'm waiting waiting for money to appear in netteler, next day again i send a email to be told that they cant approve the withdrawal because my drivers licence was expired!!!! what the?? I had lost my drivers licence speeding the couple of weeks before so when my licence expired on the 30th October 2016. It didn't affect me!!! and i was unawares!!! I read the terms and conditions when got told this, whoops my bad.. they need ID that wasn't expired!!! but then why approve and verify my documents on three seperate occassions and mess with my life???? omg i so badly want to write in caps lock right now I get that i stuffed up uploading a days old expired drivers licence, but as i was unawares it was up to them to never verify them in the first place!!! For a full week i was making promises to creditors that now, has really stuffed me up!!! For a full week, i thought $1800 was going to be in my account every day when i woke up..I used my work pay on other things as was waiting for the money which had been approved . I have all the emails as i stated and since then i have sent them about 5 photo ID'S that i have, birth certificate and have said i can go to the police station and get them to verify it's me!!!! they told me to send them thru a new drivers licence but i've lost it for 6 months!!! I cant get another drivers licence!!! Passports take weeeks to come and how can they do this to me when they verified and approved my documents on three seperate occassions ???? Now they wont answer me... I cant wait weeks for this money and they never should have led me to believe $1800 was approved to be deposited to me... Its just cruel really