I started off joining this casino as a BETA tester, and felt that everything fullfilled my expectations and actually more than that.
I ended up depositing a few times and withdrawing a few of them.
Actually I sent in verification documents just in case, to be pro-active, even before I made my first withdrawal.
In the end of February I moved to a new apartment, and left my old one.
a few days later I had just won 150€ or so and decided to withdraw it.
A few hours later they came back to my account, and when I contacted the customer support, the nice casino suddenly turned into a corrupt casino with no , whatsoever , correct way of treating the customer.
The person I spoke with was called Emilia, and I asked her "I would like to change my address, can you help me with that".
Because that was the main thing I could come up with , why my money went back.
She said, we need documents !
simple as that.
I tried to explain to her that in my old apartment I did not pay for either telephone, tv, internet, heat, water , because it was included in the contract.
So I offered her to upload my contract (which I already done), where it states for how long I will stay there.
She refused it and told me that I will need an utility bill, and tried to explain to her several times that It is impossible, otherwise I will have to counterfeit a utility bill, but I am not a crook.
well, this conversation took about 30 minutes, where I tried to explain a very common situation on Malta (where everything is included in the contract), and she just kept telling me to get a bill newer than 3 months.
Then I just said that this was ridicolous and I rather just spend my money on the casino, and I can at least have some fun for them, because they will never give me my money back, but it will be the last time I visit that casino.
She said, "Ok".
Didnt even try to convince me to stay or solve it.
I ended up speaking with Sebastian (the Supervisor) who actually understood the situation, but by then I already spent then money and said, please inactivate my account.
I am not saying that I did 100% right by spending the money, but I feel that I need to bring this up, because this is unacceptable.
Especially for me who have been active in the branch since the very first start.
This is one of the worst agents Ive met so far.