Does not stick to its own promise

Hi, I have been a customer to pocket fruity for a while both making deposits and withdrawing winnings (had no problem with either). I then won £2,500 and decided to withdraw my funds (I have proof of this as a screen shot). I then went to log on to see why my request to withdraw was taking so long. ****Account Blocked**** After contacting support ... they advised I needed to send proof of id bank statements cards etc into them. Backwards and forwards to different advisers who stated "we have received this but not received that" so I would send again and again (proof in my sent box on my emails) I then check the status of my id as requested to have an advisor say my account has been blocked because I have two account and it violates the terms and conditions??? My ex husband had a phone line on my EE account (which he signed up to pocket fruity using that number) .... since our split this is now my 11 year old son's number. Because this number shows on my bill I have two accounts ?? Even though the account which is now my son's number I had closed when me and my ex partner split. (Last year) . But yet .... I have 2 accounts which I have been continuously playing on my own account and they have been happy to take my monies ??? For months after I closed my ex husbands account ??? The reason for closure was I didn't want my 11 year old son to be able to access it. Now I have won £2,500, they block my account saying I have violated terms and conditions ?? I have approached trading standards and also emailed the complaints department and I am currently also seeking legal advise. As it states in their terms "any multiple accounts created before 9th January 2018, will be contacted about account closure" I was not contacted what so ever. It also states that "if we terminate you account, we shall return monies up to the sums deposited by you into your account" (I also have a screen shot of this). As far as I am aware, pocket fruity have continued to take my deposits since I closed my ex husbands account and are now withholding my winnings which I feel is illegal. I await the response from management and hold this is resolved quicker than the back and forth from customer services who obviously don't know what they are asking for and make excuse after excuse up. And trying to call them it's as if they are in liquidation ! If I have no reply back in the next 24 hours I will be going to the uk gambling commission

Opened up an account with these people and played few times. I won 700 but decided to withdraw 600 have sent them personal pictures of my passport my bank details and mobile phone bill and catalogue bill all proving who I am. The staff just go backwards and forwards asking to send documents again etc. They are complete time wasters and don't want to seem to pay their players their winnings.

I recently won £1000 at pocket fruity I made a withdrawal request and sent in all the verification ID etc I recieved and email from them saying they have closed my account as I have a duplicate account with them, I am was unaware I had another account with them and if I did this is a genuine mistake, I have never made a withdrawal before and if I knew I had another account I wouldn't risk just throwing my money at them for it to be just exactly that with no chance of winning... I have tried several times to contact them through their ridiculous customer service number which everytime goes straight to voicemail no one ever answers and numerous emails to try resolve the situation I have heard nothing from them. How is it fair that they can take your money knowing you have no chance of winning if I have a so called duplicate account? If you are not gonna pay my winnings to me then I would like to claim back my deposits made to this account, somehow this is a genuine mistake and I'm disgusted by the way I have been treated by this company without being given any chance to resolve this situation or more information on what's happening, I honestly don't know about this duplicate account I feel like iv been massively scammed been depositing on this site quite a few times and never won then do finally win and they won't pay me I may aswel have thrown my money down the drain. Absolutely scandalous.

I have been waiting 4 days for them to process my withdrawal and send to my bank for payment, they have now asked me for a ridiculous amount of verification data in odd formats like pictures of documents etc instead of scanned copies. They had no problem taking my money without this if don't want to pay out the £100 I won. Also their phone line is a scam. No one ever answers and it goes to voicemail from which they never call you back, their phone line is a premium number I called 5 times without reaching anyone and my bill for those calls is over £5.. Stay well clear of this casino it's a joke at best and possibly a scam