February 3rd I have requested to deposit, they required verification from my bank. This was confirmed by a small dollar amount deposited into my account. I received these amounts on February 5th. I also verified my drivers license on my first deposit.
On February 6th I confirmed these amounts and made my first deposit for $50.00. Shortly after I lost my amounts playing the slots and decided to add more. I deposited $100, lost it, $100 again, lost it, and deposited $250. All within the same night. I continued to play slots and also began to play the live tables (specifically baccarat). Over the next few days I have gone from my $250 deposit to $2074. I decided this was great and wanted to withdrawal. I had many ups and downs and must have easily wagered over $5000.
During the course of this, I made multiple withdrawals, but had requested to cancel them to continue betting (as I lost what I left in my account). On February 8th, I was going to withdrawal but I had accidentally deposited 905.45 (which was exactly my amount at that time). I was very tired and also excited and it was an honest mistake. I then submitted a support ticket asking if I was able to cancel this as it was a mistake and they said no. Ok, so thats fine... not concerned because I have the money in my account and I thought they are a legitimate site and I would be able to withdraw what I had and then just wager that amount and withdraw that later. After that I played a bit more and made up to $2074 and decided to withdraw as previously stated. The next day I wake up to them requiring some verification, which is common so I was not concerned. It was strange they wanted to reverify my license, but again not concerned. At this time I also provided them with a utility bill, and a picture of both sides of my bank card(blacking out what they said)
Hours later I then received two emails. One stated that my account was enabled and that my documents were verified, and the other said that my account is on a temporary security hold until I provide them with a February statement. I then replied and provided my bank account overview in a PDF, and explained that my bank does not provide statements at any time and will be available next month (which is absurd), so I asked if there is another way to verify. They declined that document and requested my statement again.
Over the next couple days:
I sent another email to reconfirm with them that I cannot provide that document at this time and I confirmed that with my bank. Then they again requested my drivers license, my utility bill and a picture of a credit card that expired in 2016. I was very upset with this, and asked them why they would want me to verify with a card that is expired and was destroyed years ago? There was no response so I called them and they could not give me any details, very poor customer service.
The next response to this is on February 13th. They said that the reason my account is on a security hold is due to my recent deposit (the mistake one of 905.45) was unsuccessful and to provide a bank statement (which i already told them was not possible to get). This amount came out of my bank account on February 11th. So I called my bank and confirmed that the transaction was successful and I responded back to them and provided screenshots and pdf files of my bank account showing this transaction.
I am very exhausted with the response I am receiving from customer service. I have been reading horror stories online and through some of these complaints and it is very worrisome. Hopefully this will grab the attention of another customer service rep who can assist me. I would love to continue playing on this site if they can assist me.