MillionPot Casino

I'm actually wrote my complaint out 3 days ago. Took me ages. At the bottom of my complaint, you asked me to make an account. I did. But my complaint was lost which I am totally fed up by. This whole process has absolutely broken me and affected my mental health. So I'll start again.

1st let me get a few things out the way. I have already submitted 2 complaints to millionpot casino. None of which has been addressed.

2nd it has took me so long to get in touch with yourselves due to a degenerative disease I Have, work issues etc and also I know this process can take a while. I obviously thought this is issue could of been resolved by then but unfortunately it hasn't so this is my last option.

3rd I’m sorry if this email my seem a bit disjointed or parts missing etc but this is due to the fact this whole process has taken over 7 months and still I haven't received my withdrawal

4th and last. I have all my emails, complaints etc and have also saved my transcripts from my live chat with the casino. However after 7 months, in total, I have sent 27 emails, 14 pictures of ID, 5+ hours of online chat. I do not want to attach all these emails etc I would rather you tell me what to send and I will happily do that.

Now my issue:-

So on March 3rd 2022 I requested a withdrawal of £133 from million pot. They asked for relevant I'D, as expected. I used casinos regularly and have pics of relevant ID which I’ve never had a problem with. I submitted ID. I'D was accepted and verified, I saw this was the case on my casino account. Happy days.

Few days later I get an email saying I need to upload more ID. And a selfie with my bank card that I used for depositing front and back. I checked UKGC and part of their laws say once id has been verified they aren't allowed to ask for more, when a withdrawal is involved. I couldn't be bothered with the arguing, I just wanted my money. So I selfied my bank card, front and back. Sent it off. Tbf it’s a well-worn bank card. It was difficult to see numbers. I did best I could, even putting a geo tag on pictures from the address registered to this house. Wasn't good enough.

Said I’ll get a new card. They said if I do that, I’ll need a letter from my bank confirming my new card and saying old card is no longer active. My BANK is starling. Purely online bank. I got an email from them to say as such. Sent it back to casino.

Then I got ill. Totally forgot about it.

1 month later, looking through emails and I See millionpot. And they never replied, still not got my money. So start again. Online chat..... This time I have a new card as old one got broke in wash. I send relevant selfies with new card. Go through relevant bulls**t, again. Make a complaint. Complaint never gets addressed. Never a response.

I'm back in hospital with my health. I come out and get back on to them. This time I'm very angry and tell them I WANT MY MONEY and I'm not leaving. I think they can see that and they agree. This was the 16 of September 2022. I get a confirmation email saying my withdrawal is getting processed. Finally. At last, but....

2 days later I get another email saying my card isn't working. They asked for my full bank details, so they can wire transfer; iban, bic, account number, bank name etc etc. So I sent it them. They're website says takes 6 days for a wire transfer. That was on the 18th

So 24th comes around. I still haven't got my money. No email. No response. Back into online chat. I am furious by this stage. They say they never received bank details. I screenshot the email of the sent bank details and post my details onto chat. Go through all this again. Get another email saying you're withdrawal is being processed.

2 days later get the same email asking for my full bank details AGAIN! I am broken and absolutely furious by this stage. Back into my account. And I can see my withdrawal, say in my account. Ready for use??? I ask them why have they reversed my withdrawal? I thought that was against the law.

They tell me the card I used isn't working. And I question whether anyone has a brain call at this company. I tell them I’ve been through this 5 times. My card old doesn’t work. I now have a new card. I sent you selfies. You asked for my full bank details. Why has my withdrawal been reversed?

I was told it was rejected by the bank. I ask Why? He says what bank are you with. I say starling. He goes ahhh.... We don't wire transfer to starling bank.

Despite me sending them 4 pics of me with my STARLING BANK card. 2 emails with my full bank details including BANK name and also sent my bank details to chat. Not once was this mentioned?? I broke down at this point. I really wanted to let it go but I’ve spent so much time and I'm stubborn so no. They suggested paypal. I said that's totally fine, but I do not want to be asked for more ID proving it’s my paypal etc. I just want it put in my account. They said it would get back to me.

I then made another complaint about this whole joke of a process. 7months for 133. That's less than 20 a month. 5 a week. Nothing is worth that aggravation. I asked what now, they said they would get back to me. They won't tell me how long or what, they're discussing. That was 8 days ago.

I've been in chat twice and still nothing. They have closed my account so logging in is a nightmare as I think they have perma banned me. Never told hold long. Just gambanned me for however long. So live chat is now even harder as they can’t find account on system so it takes even longer to get help.

I am honestly at a loss. My mental health and my personal health has failed because of all this stress. Realistically I just want my money. But personally I won't my money and some sort of compensation. I'd be happy if the compo even went to a charity. I want them to pay for this. You are my last hope.

Any further questions, queries you may have about proof etc, I am happy to provide. I look forward to hearing from you,

Yours faithfully Martin < Surname removed >

< Phone removed >

< Email removed >