No reply and no payout after winning..
Dear Fruity King,
I am writing to you to raise an issue about: Online Casino
The issue that I have experienced was: Multiple emails but no response!
Subject: Request for Resolution Regarding £145 Bonus Funds
Dear Fruity King Manager,
I am writing to express my deep frustration regarding the handling of my £145 bonus funds. Despite adhering to your terms and following instructions provided by your advisors, I have been unfairly denied these funds, which I believe amounts to them being wrongfully withheld.
Here are the key points of my issue:
I followed your terms and conditions, but my first attempt to use £78 of my bonus funds was blocked due to an error indicating "insufficient funds."
I contacted your customer support team on the 16th of December and was advised on how to resolve this. Following their guidance, I placed a qualifying bet within the required timeframe and won. However, the £145 bonus funds were never added to my account.
Despite your terms stating the bonus must be used within seven days of receipt, I acted promptly and within the specified timeframe. I failed to understand why my bet was allowed to proceed if the bonus was not going to be honored.
This situation has caused me unnecessary stress and wasted time. I have been a loyal customer for 23 years, using other gambling platforms without experiencing such issues. I expect common sense and fairness to prevail here.
I have attached screenshots and a record of the advice I received to support my claim. I also lodged a prior complaint on the 16th of December the system issue of not being able to place a bet using my bonus (which I ensured I qualified) regarding the first issue, which went unanswered. This delayed me & the lack of response and shifting requirements is unacceptable.
I kindly request that you resolve this issue by crediting the £145 bonus funds to my account as originally promised.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
<full name removed>
It occurred on: 2024-12-22
This meant that Owed £145!
Release these funds owed.
I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
