- Joined
- Mar 17, 2017
- Location
- Tampere, Finland
Does anyone else have any similar experiences from an online casino? If so, do you know if there is anything I can do about it?
I got bonus offer from Bethard by SMS for 200% first deposit bonus, due for two days. I decided to try that with 35€ deposit. The deposit was successful and I received bonus without problems. I got wagering requirements completed within a day and after that my balance was over 1000€.
I uploaded requested documents for withdrawal and withdrew the balance. Next day. as I tried to log into my account, I received following message: "This account is locked". I went to talk with the live support, but were clueless why this had happened.
After a short while, I received an e-mail regarding the withdrawal. They said that I had temporarily closed my account on their sister site (the name was not mentioned) which means also my Bethard account should've been closed for the same time and thus it will be closed for now for the same time period. Any winnings collected during this period are void and my original stake is returned.
My argument was that I cannot know which is your sister site and if it is how you stated, then my Bethard account should also automatically been locked after my time-out in your sister casino. In the past, that's how several other online casinos have done: I close my account in some casino, they automatically forbid my login to their sister casino(s). So I accept the fact that my account is locked till the temporary time-out from the sister casino is over, but the situation should continue from where I was: Balance with winnings, bonus cleared.
Their answer was that there are some delays in the system and even if I had lost my money, they would have refunded my losses. I find that hard to believe. If I've lost my deposit and I would not have made any withdrawal, the whole matter would have gone unnoticed.
Thanks for the help!
I got bonus offer from Bethard by SMS for 200% first deposit bonus, due for two days. I decided to try that with 35€ deposit. The deposit was successful and I received bonus without problems. I got wagering requirements completed within a day and after that my balance was over 1000€.
I uploaded requested documents for withdrawal and withdrew the balance. Next day. as I tried to log into my account, I received following message: "This account is locked". I went to talk with the live support, but were clueless why this had happened.
After a short while, I received an e-mail regarding the withdrawal. They said that I had temporarily closed my account on their sister site (the name was not mentioned) which means also my Bethard account should've been closed for the same time and thus it will be closed for now for the same time period. Any winnings collected during this period are void and my original stake is returned.
My argument was that I cannot know which is your sister site and if it is how you stated, then my Bethard account should also automatically been locked after my time-out in your sister casino. In the past, that's how several other online casinos have done: I close my account in some casino, they automatically forbid my login to their sister casino(s). So I accept the fact that my account is locked till the temporary time-out from the sister casino is over, but the situation should continue from where I was: Balance with winnings, bonus cleared.
Their answer was that there are some delays in the system and even if I had lost my money, they would have refunded my losses. I find that hard to believe. If I've lost my deposit and I would not have made any withdrawal, the whole matter would have gone unnoticed.
Thanks for the help!