On April 30th I won 399.00 from the use of a deposit bonus and requested a withdrawal on May 1st. I sent in all the verification paperwork they ask for and was verified through hooya. I was sent confirmation that my withdrawal was processing and the email containing all the verification paperwork was received and to update my payment information(which I did may 1st) and that a team member will contact me to confirm receipt and follow up. I was told that it would be a couple of days for the process to finalize.
I waited 3 or 4 days then went to try and sign back in to my account to see where the progress was with the withdrawal but I was unable to sign into my account. I reached out to customer service and every time they asked me to verify my account info they would just send a generic message stating my account was closed and then just end the chat. I emailed customer support and was given the same run around and generic message that my account was closed and that they do not have access to my account info and in regards to the reason why I was told it was due to various reasons. I asked again why it was closed and was given an answer that they are not sure the exact reasons but they don't have access to my account to tell me and also that the decision is final and there is nothing they can do. I don't understand why there would be any reason to close my account. I made sure to triple read the TandC and before I used any promotions I would chat with a rep and ask clearly and repetitively that in using the promo would not jeopardize my account in any way and was always given the ok and I have to chat notes to prove. I find it very odd that it just so happened that my account was closed after requesting a withdrawal.
This is wrong especially because they had no problem taking my money but the second I request a withdrawal suddenly there is something wrong with my account. And then to be given the run around for weeks while trying to get an explanation as to why is very unprofessional. I would not have an issue if I broke policy but I know for sure I didn't.