I saw split aces casino added onto this site on 19/07/2018 and decided to open an account. I noticed that they were affiliated with bronze casino as a sister site, a site that I had recently self excluded from and being as I've had an issue in the past with a sister site self exclusion I decided to message a representative to make sure it wouldn't be an issue. I explained that I had self excluded from bronze casino and asked if I was okay to open an account with split aces. I was told that it wouldn't be a problem because it was 2 separate accounts. Unfortunately I don't have the transcript and they don't email a copy but if they look under my name I'm sure they'll find it.
I also read through the terms and conditions regarding responsible gambling and saw no sign of sister site self exclusion limits so decided to go ahead and open an account.
I deposited overall £175 in £25 deposits and played through. On my last deposit I got on a winning streak and won over 1000 euros (the site converts £ into €). I decided to withdraw 1020€.
The next day my account was blocked and when I spoke to support I was told that it was because I had self excluded with bronze casino. When I asked the representative to show me where in the terms and conditions it states that I can't have an account if I have self excluded at a sister site he linked me this:
" You acknowledge that exclusion and limits are set per account, and should you have accounts on more than one site owned by us, you must set the limits on each account."
This is the only part of the terms and conditions that state anything to do with other accounts but if anything backs up my complaint. Limits are set on each account which mean that if I'm self excluded on one account that I would need to self exclude on another account.
When I pointed this out I was told to email support to progress further and ask for a refund of deposits.
I emailed support on Friday 20/7/2018 and was told I would hear back from support within 48 hours. I had heard nothing 48 hours later on the Sunday so I emailed again to check on any progress and thought it might be 48 working hours. I've waited 48 hours after the second email and still have heard nothing back from the support team.
I checked my account yesterday and they have credited my bank account with £25 but with no word of why from support.
No where in the terms and conditions does it say that I couldn't open this account with a self excluded sister site and even the staff on the website said I could open it. They have taken my deposits with no problem and then withheld 1020 euros from me.
I acted fairly and they haven't. Please either reopen my account or issue my winnings and keep the account closed and make changes to your terms and conditions to make your business fair.