Hi Emily,
I understand you’ve already had a proper conversation with our customer services, so there's no value in going over that conversation a second time. If you have any further issues, then customer services are happy to receive your call again.
It appears from your complaint that all of your winnings for that time period were added together to show £1,349 rather than just showing a single win. You were actually paid out for all of those wins (£1,349 worth). So the phrase “won’t pay out” is a bit unfair. We always pay out all of our wins and have never had a complaint about not paying out to winners. We pay out around £2m worth of wins every week and have a solid record of paying out our winners.
From what I can understand, you believe you should be paid another £1,349. With all due respect, I don’t think there’s a casino in the world that will pay out double under those circumstances.
Then you have threatened to go to the Gambling Commission and have left a stream of negative comments about us across this website. If you had actually won the money and then there was some other problem, then of course we would look into correcting that. However, in this case we can’t pay out double on the same winnings. I don’t think that is at all unreasonable.
I also want to take this opportunity to address some of your negative comments about the site:
“Over 2 days I've ploughed in 600 pound and Not won a penny”- you actually won more than £1,300 and were paid for that. In fact, you yourself say in a different comment that “I logged on to slotmine sat 21st sep played for a few hours had a couple of ok wins around 400 pound twice”
I understand that you have a gambling problem that you yourself alerted us about. This was the sole reason we closed your account.
It’s clear from your complaint that you have not actually lost any money unfairly or been left out of pocket. In short, you were not disadvantaged in any way. I apologise if you haven’t had a good experience with our site. The vast majority of people have a great time and come back often as we have regular big cash matches and give away a cash gift every Friday for logging on.
If you have any other questions then please don’t hesitate to contact our customer services as they are best placed to help you.
Thanks
Amit
