On January 2nd 2018 I contacted the support because of severe technical problems on their site.
It started with a bonus to wager which I already had wagered but didn't know because the small amount to be wagered kept showing. Plus, the money I played with was shown as bonus money.
Additionally, when I checked my bonus inventory, it said that I still had to wager a small bonus I received from their Christmas calendar days ago which I had already played and lost.
Plus, slots crashed in the middle of the game, giving me error messages about my balance being zero when I still had enough money in my account.
Last but not least my netpoints barely icreased even though I deposited several times and played for hours and hours, even the slot "Booster" which doubles the netpoints that are earned while playing that slot.
The support told me to clear cache and cookies - the general answer to technical issues. Since I had done that already and always do that, every day, it didn't help, of course.
Later the support removed the weird bonus issues, telling me that the bonus was already wagered. Had I known that I would have played differently and bet other amounts. Instead I lost my real cash trying to wager the bonus that was no bonus anymore for hours.
Approx. 2 weeks later I noticed that my netpoints had dropped from 136.000 points down to 120.000 points, despite depositing and playing.
The support promised me to escalate the issue to the technical department.
After several times of asking how long it takes to receive a response from the technical department the support put me off from week to week, from month to month, always saying that the department has not yet answered and that they would get back to me as soon as they receive a response.
Last week I asked again and told the support that I would take this to Askgamblers. The support responded that a superior had taken care of it and that they would get a response from the technical department on Monday, April 9th 2018.
On Tuesday I asked the support again. And again they told me that the department has not yet responded.
Well, first all the technical issues with crashing slots, bonuses to wager that don't exist, missing netpoints and then three months of waiting for a response from the technical department that never came.
How long does that department need to answer a simple question and to check what was going on?
Either the support hasn't escalated the issues to the technical department or the department simply ignores it.
This is unbelievably rude and totally unacceptable.
And it shows that they don't care for their customers at all.
I would like to get my netpoints back, all of them. The missing ones and the ones I earned by playing during that time. Finally.
(Uploading screenshots with the relevant parts to support what I wrote)