I am a level 3 (silver tier) VIP. I have now been trying to make multiple withdrawals for 2 weeks now which total to $14,350 AUD which have all been rejected or declined with no contact made to me regarding them or as to why they had been rejected.
I currently have $3500 AUD that has been pending under "requested" for nearly 5 days.
My first email which was regarding withdrawal options and how to make them was responded to within a few hours. Then I responded straight away with no response or reply back, I went on to email the banking department, as well as support, along with Vip manager, multiple times with no reply. I tried to call ever number I could find on the internet starting with the 3 listed on their website, 2 of them don't exist and the 3rd is a fax line.
Finally 4-5 days later I speak with a person who is titled the support manager, he assures me everything will be sorted out that day, I just needed to send some extra documents, he emailed me all the banking details I needed to provide to make the withdrawal and a form I had to sign and send back. I did as asked instantly and once again no email back and just more rejected withdrawals. Now over a week later and multiple emails the support "manager" zed sparrow still has not responded to the mutiple emails I have sent since. I spoke with another guy who is a VIP manager they online chat, after saying I think it's a scam he said he would call me, I was quiet shocked and surprised as every other person I had spoken to had told me the company don't have telephones. Benedict < surname removed > called me almost straight after I confirmed my number, he told me he was based out of the United States except the call I received showed up as Vietnam. After a 37 minute conversation he assured me it would all be sorted out that day, and how he is going to show me that he is different to the others and will actually have me paid my winnings, at the end of the call he said he would rush my requests and documents thru and give me a call back in 2-3 hours. He actually called me back 5 hours later to give me an update, at this stage he actually had me thinking that it was all sorted and that I was actually going to get paid. He said his shift was ending but he would be back in 11 hours and would call me straight away, this was now 6 days ago, I havnt heard a word from him, he hasn't responded to a single direct email he gave me for himself.
I've called the number he called me off 31 times and no answer. This casino does not hesitate to accept deposits, they take your money in an instant no questions asked but trying to get money out of them is nearly impossible, I feel like I have been scammed of the tens of thousands of dollars I have deposited over the time, as well as the money sitting in my account which appears I will never get. In a year of playing with this casino this is the first time I have ever tried to make a withdrawal.
This casino has turned out to be an absolute joke, I don't know how they are operating still when everything I have read up on in the last few days has pointed at it been a scam. It's the only way you can explain such poor customer service especially when i am a "silver VIP"