Casino770 - problem with paying out?

After seeing an advertisement on SKY at the weekend for Casino 770 - I decided to join as they were giving you a £20 bonus. My wife, daughter and I all live under the one roof and share the same laptop - and because of the free £20 bet we thought we'd all join (as it was free).

Whether it was beginners luck or not - I won approx £182. I completed the withdrawal form and only to find the next morning they had e.mailed me stating that I'd opened multiple accounts in my name; which is rubbish. . We all opened our own individual accounts. I then received a further e.mail asking me to provide a copy of my passport & bank card that I made the deposit with; which I did, I sent off the relevant documentation on Sunday as requested (thinking to myself, that as soon as they see that I'm a real person, they would drop this). I then received another e.mail saying that they were trying to contact me on the mobile number I provided - and I wrote back to tell them that my phone had been charging, however, they could contact me anytime on Monday (yesterday). I received my first phone call yesterday morning at 10.27am and the girl asked if it would be possible for me to send off my bank/passport and as soon as they received it they would give me £30 bonus into my account. I told her I'd already sent my documentation to them, and I would like to know what the e.mail was about that I'd opened multiple accounts. She didn't know what I was talking about and said she'd have to get back to me. I received a second phone call yesterday at 12.48pm (different girl) and she proceeded to ask me about the multiple accounts I had opened up. I told her this was not the case, that I had an account, my wife had an account and my daughter had an account. She then said that she couldn't hear me and if I was still there, I told her I was and that I could hear her perfectly fine - and then she terminated the call.

I further received an e.mail yesterday afternoon 1.47pm from Customer Service, 770 Casino saying that they had received my documentation and that it had been sent to their Financial Department. When I wakened up this morning, I checked my email thinking there would be an update about my reimbursement - there was nothing from them. I contacted their 24/7 chat and spoke with operator called Ruth who advised that my information was now with the payment agent and it depended on the amount of claims, that would determine how quickly I would be paid out.

I feel I have been treated very unfairly. One minute I feel I'm making progress and the next I feel I'm back at square one. No-one can seem to give you an answer when you ask a question.

I would like to know what the hold up is and when my re-reimbursement will be validated; I don't think that's too much to ask for.

I'm a member of another online betting site - and I've never experienced anything like this. Its almost like this site punishes you for winning.

Can you please help.