I was using Royal Vegas from mid to late september and after making around $500 in deposits my luck started improving. i was playing real thunder andf it wasnt doing me any favours to begin withj but then a few real good spins bumped me up around the $700 mark..
i played a few other games briefly such as treasure palace but found i wasnt winning or loosing but just staying around the same level..
i was happy i had managed to at least win what i had deposited that week back. My partner also playes online casinos and she doesnt often win at all so she was immediatly telling to withdraw at least some of the win, which i did on the 26th of September ($600).,
I kept playing with the remaining credits and had some more luck.. the $15 i had left myself with had turned into almost $300, so once again i withdrew some of the winnings ($150)
So on the 28th september i received an email about account verification.. the email asked for my visa card and proof of ID to be verified and i replied to the request with attached documents.
While waiting for the payout ii reversed $50 of the $750 and was playing a few machines i hadn't really had a look at.. i deposited a few more times and then was down to under 10 dollars and was loosing interest and then BOOM.. i was up to $710 again.!!
On the 1st and 2nd October i received another letter from the casino saying the documents were recieved and being handled by player security team. and was told when the 'documents have been reviewed and everything is in order, the withdrawal process to pay will begin'.
around a week later i hadn't received money to my bank t but the pending withdrawal wasnt showing on my account. i called to ask why and was told it was being processed and that i needed to verify my girlfriends card also. I never received an email asking for additional evidence and was not told about this till called. i also asked if i could reverse withdrawal anymore and was told 'no it was already with the payment team and it could not be reversed'
The next time i called i was told something completely different. Apparently i hadnt won $700 on ariana.. the casino decided to put my withdraw back into my playing account while i was using days before this?!?!
I was asked for more ID checks, told payout was being proceessed, told a reverse withdrawel wasnt possible and had emailed and spoke to several staff at the casino no one ever mentioned this.?!
On my withdraw statement it says the payment was processed and refunded. along with another 600. I havent recieved any money from the casino..,
It is completely outrageous that this is the way you deal with customers.. i am a diamond loyalty point member and was using the casino quite regularly and then this. It is totally irresponsible and nothing gives you the right to take money destined for my bank account and change where it is heading.
There is nothoing saying this is what happens online.. no one in call cetre told me this and now im down 1400??!
please note all photos could not be uloaded... i will provide them tomorrow.