Refusing to credit Free Spins as promised

Hello,

On Wednesday 17th 2019 I wanted to deposit 25 in order to receive 100 freespins in Phoenix Reborn.
This offer I received via email and message in my iGame account.
Since paysafecard is an invalid payment method for the welcome bonus, according to the specific rules for the welcome bonus I asked Ragnarok in the chat if it is allowed to take the new offer - 100 freespins - when depositing with paysafecard. I read the rules for this 100 freespins-bonus offer plus the entire T&C but there was no hint whatsoever about the payment method.
After a long while Ragnarok answered that this bonus can't be used when depositing with paysafecard either, but only after I had to explain to him that the 100 freespins didn't have anything to do with the welcome bonus, which he thought at first.
Anyways, he asked me if I had deposited already which I had not.
He confirmed once again that this bonus can't be taken when depositing with paysafecard.

I deposited 25 EUR with paysafe, played and read all rules once again, noticing once again that only the rules for the welcome bonus forbid to use paysafecard.
So I went to the chat again and talked to Maja.
She too did not understand at first that the 100 freespins offer was independant from the welcome bonus and after a while she said that she didn't see such an offer in my account. I made screenshots from the offer but there was no option to send them through the chat.
When she was finally informed by whatever department that I indeed had this offer in my account she too told me that paysafecard was an invalid payment method for this bonus.
I responded that there is no mentioning in the rules whatsoever and that I will take this issue to Askgamblers. and after a long time she told me that now it is okay to deposit via paysafecard for this bonus.
She then said that I had to deposit once again because I have to activate the bonus before depositing. Plus, that there was a fee for paysafecard and that I will have to deposit more than 10 Euro.

Well, there is no fee on paysafecards at iGame casino.
I told her that I had already deposited 25 Euro and that the reason I had not activated the bonus before depositing was because Ragnarok gave me false information and had told me that I am not eligible when depositing with paysafecard.
Maja responded that the casino couldn't add the freespins without me depositing once again.

To me, this is not only a good example for a very uninformed support but also simply a way to make the customers deposit more that they actually have to in order to receive a bonus.
The minimum deposit required for this bonus is 10 Euro, I deposited 25 Euro and did not activate it before depositing only because of Ragnarok's false information and the fact that he prevented me from activating the bonus..
It's not my fault and I would like to receive the 100 freespins now.

By the way, it took me an hour in the chat only to hear that I won't get the freespins without another deposit.

So i game have friends refferals system. So I used it and invited my friend. He did 1000€ wager, like in rules written. After he completed wager requirements, I get 50€ imideatly but 150 free spins bonus have stuck somewhere for days. It's like 5 days from bonus. Have contact everyday via live chat. Same answer everyday. Have read rules once more. Have found that refferals achieved free spins will be credited every Wednesday. Then that day come i did not get nothing. And no news from support.

First of all,

I made an deposit with Paysafe.
I did win 600 euro, i decided to cash out 500 euro. A few hours later i received an e-mail where they needed my proof of ID, and my bank statement.

I did send both documents and after like 1 hour my proof of ID got accepted ( really quick )
2 days later my bank statement was not accepted, and i decided to go to the live chat, they were right i had to wait as the site is saying 1-3 days waiting time.

Now 7 almost 8 days later my bank statement is not accepted.. and the live support is saying it is still under verification and they can't tell me anyhting.
If i ask how long it will take longer, they don't have an anweser for me :(

I deposit 100e to the casino in stream with 100+ viewers. I had a block by my bank that I cannot use money from my card anymore for that day so the deposit went on pending. When it left the pending state a few days later and the 100 euros was directed to the casino I go on my account to see the money is not there. It left from my bank account but didn't make it to my game account. I contacted the support which said they were sorry and are working to fix the situation. They then asked for a receipt of the deposit I made and ofcourse I gave it to them. So I gave them a receipt straight from my bank that shows I deposit 100e on their casino but they see my casino balance is still 0. They then thanked for the document and said I need to wait for them to get some more info from the bank and fix the situation. I waited and waited until I got unpatient after 2 weeks of waiting. I contacted them multiple times in that time period actually, and the answer was always just wait. Now they contacted and wanted my account information from the past 2 weeks, which I did not send because they don't need it. All they should need is something to prove that I definitely deposited 100e and it left from my bank account and didn't get on my casino balance which I delivered. Now I'm left without the 100 euros and they insist me sending them all of my bank traffic in the past 2 weeks. Why would they need it when it has nothing to do with the deposit? I asked them why and they just said they need to verify that the money was paid from my account and didn't appear on my casino balance which I have already proved with the picture from before. I've never had problems with this casino, but I am definitely not depositing here anymore. As you see from the attachments, the money left from my account 19.11 but never came to my account.

I have a problem with igame casino. I made a transaction of withdrawal of 190 euros by skrill. I deposited 40 euros for two times and with the second transaciton I won 190 euros. I didn't use any bonus etc. and before playing I asked the support of igame if they will have withdrawal problems when I play and win because my country, Poland is restricted in many casinos, but they said there will be no problems with it. The terms & conditions also don't restrict my country. I sent them the copy of my id, invoice and the statement of my bank account. They said they don't like the version of my id so I sent them a new one. They returned the money to my casino account without letting me know that they don't like the second version. I cleary said them that I want to withdraw my money, moreover I told them also that I can even play with it sometime, but at first I have to check them out. I never had such a problem with casino, the version of Id I sent them was reviewed and accepted by many casinos all over the world. I also wrote them to let me know if they like the new version of my id, I made some photos of it and also sent it. I committed to send them new copies of my id again and again if they don't like the previous. They returned the money to my casino account again without letting me know that they still don't accept my id. Today I got an email wrote in Polish although I know I am good at English and all the correspondence was hold in English by me. I know that's it's clearly understandable what I write in English. They just prolong it without a clear message that they don't like my second or third id version. I will even invest my time and money to make the best version of my id ever but I think it's not the case.

I requested my first withdrawal in this casino on 24th of January. The amount was 800 EUR. As I deposited via my debit mastercard I was told by the payment team my withdrawal will be credited to the same card. Unfortunately my bank doesnt support refund/credit transactions towards debit cards. This withdrawal payment was refused and paid back to the sender. I informed casino about this many times. I provided written confirmations from my bank that the transaction was declined and money were never credited to my bank account. I also sent all my bank statements,which I can provide. I suggested alternatives: my netteler account or IBAN for wire transaction. Casino is delaying this payment. They are not able to track the transaction, not responding to my emails. I can provide all the bank statements, as well as the www.mga.org.mt investigation result where they suggest to take legal actions against casino. I honestly dont believe that I will see my 800Eur(its not worth the legal actions which will take forewer), but I want to warn all other players. These casino guys are amatuers and they dont know how to handle dispute transactions. regards Martin

Hello, iv been having problems with verification and withdraw for over 10 days now even after i have completed all the requests required for verification, i have sent both my ID and Passport picture, bill less then 3 months old linked to my adress and picture of me holding my passport where both my face and passport details are clearly visible. All up until i got last request to submit picture of me holding my passport and after i sent it i didnt get any answer for 6 days and i even wrote a support ticket 3 days ago and still got no asnwer. This cimplaint is my last hope that the site doesnt scam me for the money i have fairly won. Thanks in advance

Hello, At first sorry for my not so perfect english. I managed to wager my Freespinwinnings at igame on the 23.03.2016 (i also made a deposit with skrill and wagered it because Esa told me i have to do if i want to withdraw with skrill). Afterwards i went to the chat and asked if i met the wagering. "Esa" confirmed that. I also asked what i need to verify my account. "Esa" told me to send "a copy of a valid ID and a domestic bill stating your current address". I sent the bill and a scan of my european union driving license immediately. Later i got the return that they will not accept my driving license because it is to old for iGame. I was surprised because it is valid and "Esa" said no word about the age or the issuedate of the driving license. But i sent a confirmation from the Federal Ministry for Transport, Innovation and Technology of Austria which proofs that my driving license is valid on the 27.03.2016. Then it took more than a week till they only told me again that i should send a newer version. They did not even mention the confirmation i sent them. It looked like they were not interessted at all to help me. So i kindly asked the security department at iGame to get in contact with the ministry (i even sent them the contact details they would need) and manage that with them because my driving license is valid and i would have to pay around 60€ fees for a new one - for nothing (okay, only for iGame). I did not get an answer to my question again. So i asked friendly on the 08.04 and the 11.04 with emails about the outcome of the conversation with the Ministry again. And iGame continued with not giving me any answer. So i tried something new and went in the chat on the 11.04 without logging in. I did if i would not be already a player at igame and was interessted to register. I asked "Alex" which documents i would need to verify an account at iGame. I got the same answer as from "Esa" like i asked the first time. But this time i wanted to go for sure and asked one more time and very specific: "So for example a valid european union driving licence is enough for sure as id?" And again the answer was yes ("Yes drivers license is ok"). I attached the chat, everybody can read that i tell the truth. So i asked three times in the chat and the answer was always the same: a valid id (even as i asked specific no word about the age). Now i was sure this is a chicane from igame to keep my money. On the 14.04 i asked the fourth time what the outcome of the conversation with the ministry was. And this time i really got an answer. And i was sad to get mistreated so bad from igame. They told me that they never got in contact with the ministry and that they are not interessted in it - and they needed three weeks to tell me that??? So iGame is not even interested to help me only a little bit to verify my account. It can not be that iGame does not accept valid european union documents they asked for even as i sent them an extra confirmation from the austrian government! I travell around in whole europe with my driving license and never had any little problem anywhere (airports, border controlls, ...). I also verified accounts at around 50 other Casinos with it (i can list the accounts to askgamblers if needed). This is purely a chicane. If they are really skeptical why are they not even interessted in checking that my driving license is valid? I even sent them a confirmation about my driving license and the contactdetails from the ministry they would need but they only say no interest. I attached the email and the two chat conversations where i was told to send a copy of a valid ID (which i did). Please help me to get my deposit and my winnings.

A mother and son has deposited to this casino. Seperate verification documents etc. but unknowingly from the same household. Mother claims the welcome bonus unknowingly that her son has been on this casino before. She won 500 EUR and then proceeds to cash out and send verification documents. Account is closed and winnings and deposit is confiscated. Casino will not provide any details about the registration details of the players and refuses to give refund for the deposit to say the least. The casino terms states winnings and bonus will be forfeited. Why do they take my deposit and treat me like a criminal? Username: cszwong87 Name: Hetty *** Casino: iGame