Complaint #7
Joreels Casino
Stalling withdrawals/ Suspending account for no reason/ Not paying full bonus
7 years ago
Hello,
I have had the worst costumer service experience with this casino and i have multiple outstanding issues.
First of all none of the games for one of the providers (merkur) was working for me. I have contacted multiple customer support representatives and none of them seemed informed. I dont think they ever log or read any cases or emails. This is still not resolved after more than a weak, but to be honest i dont really care anymore about this,
Second, I played quite a lot and won 175 megaspins bonus in weekly race. As game that i have received my spins on was not available, i have requested the game to be changed. It was eventually changed, I have cleared nearly 50k in wagering with 4000k+ balance and as soon as i cleared it my balance changed to 100eu instead. I immediately contacted customer support and they said that maximum win was 100 eu. I had to explain everything for the representative as he seemed unable to investigate anything himself. He then confirmed that actual maximum was 1000 eu and I'm due to receive the rest of the winnings (900 eu). I have followed up multiple times since then, but still there's no resolution, my 900 eur was never paid.
Third issue, I have currently uploaded near 50 different copies of various documents, but im still being asked for even more documentation. Communication between different representatives is completely inconsistent i'm being asked for documents that i have already provided copies of good quality ( i have worked in compliance/AML department and i know my copies are completely sufficient). but im being asked for same stuff over and over again. I was eventually able to get my account verified yesterday and somehow they asked for my primary ID again today, even though i have provided both passport and national ID. I have 6500 eu pending for withdrawal, but they are keeping my money hostage and keep stalling for no reason. Its ridiculous...
4th issue, since i have been playing a lot, i have been contacted by VIP team with the offer to cancel my pending withdrawals for 10% cashback, once i did it, they said that the email they sent was in error and i'm not getting anything.
5th issue, somehow wager limit was set on my account and i was not allowed to play anymore. Customer support claimed it was me that set it when it wasn't me. Later i was informed that my account was suspended due to "detected some abnormal activity". I have no idea where are they coming from with these claims as i never did anything wrong or anything against T and Cs.
TLDR: Casino is holding my 6.5k hostage, did not pay 900 eu in bonus winnings and suspended my account for no reason. Im scared i will not receive my money at all.
I have had the worst costumer service experience with this casino and i have multiple outstanding issues.
First of all none of the games for one of the providers (merkur) was working for me. I have contacted multiple customer support representatives and none of them seemed informed. I dont think they ever log or read any cases or emails. This is still not resolved after more than a weak, but to be honest i dont really care anymore about this,
Second, I played quite a lot and won 175 megaspins bonus in weekly race. As game that i have received my spins on was not available, i have requested the game to be changed. It was eventually changed, I have cleared nearly 50k in wagering with 4000k+ balance and as soon as i cleared it my balance changed to 100eu instead. I immediately contacted customer support and they said that maximum win was 100 eu. I had to explain everything for the representative as he seemed unable to investigate anything himself. He then confirmed that actual maximum was 1000 eu and I'm due to receive the rest of the winnings (900 eu). I have followed up multiple times since then, but still there's no resolution, my 900 eur was never paid.
Third issue, I have currently uploaded near 50 different copies of various documents, but im still being asked for even more documentation. Communication between different representatives is completely inconsistent i'm being asked for documents that i have already provided copies of good quality ( i have worked in compliance/AML department and i know my copies are completely sufficient). but im being asked for same stuff over and over again. I was eventually able to get my account verified yesterday and somehow they asked for my primary ID again today, even though i have provided both passport and national ID. I have 6500 eu pending for withdrawal, but they are keeping my money hostage and keep stalling for no reason. Its ridiculous...
4th issue, since i have been playing a lot, i have been contacted by VIP team with the offer to cancel my pending withdrawals for 10% cashback, once i did it, they said that the email they sent was in error and i'm not getting anything.
5th issue, somehow wager limit was set on my account and i was not allowed to play anymore. Customer support claimed it was me that set it when it wasn't me. Later i was informed that my account was suspended due to "detected some abnormal activity". I have no idea where are they coming from with these claims as i never did anything wrong or anything against T and Cs.
TLDR: Casino is holding my 6.5k hostage, did not pay 900 eu in bonus winnings and suspended my account for no reason. Im scared i will not receive my money at all.
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