Hi, Please help.
First of all, is it best not to mention the casino name here? I notice other complaints here do not mention the casino involved, but they usually involve more money than this one with me. This casino is a well known sportsbook and casino though, they are "a member of European Gaming and Betting Association and Remote Gambling Association" and are "a company incorporated in Malta".
My problem involves a casino/sportsbook that will not pay out 400. I have deposited 320 total with them, played at the casino and also placed a 100 sports bet (which lost). I have received a casino bonus from them, but I think I lost it and I definitely carried on playing anyway. ...I chased some losses a little bit on the site (But I can't log in and check my history, so I can't exactly remember what I've done there).
I think the best thing would be to quote my latest few emails, as they sum up what has happened. This long email, I sent to them after I got a bit angry with them on the phone.
company name edited out of quote:
Their reply:
My reply:
I feel like I've hit a brick wall. What can I do???
Obviously, it would help if I could post my passport and drivers license in question. I don't really mind showing them, but I obviously don't want to post the on to the internet (I'm even beginning to worry about ever sending them to this bookie). But anyway, they are normal UK documents and I sent them large, clear colour scans.
Thanks.
First of all, is it best not to mention the casino name here? I notice other complaints here do not mention the casino involved, but they usually involve more money than this one with me. This casino is a well known sportsbook and casino though, they are "a member of European Gaming and Betting Association and Remote Gambling Association" and are "a company incorporated in Malta".
My problem involves a casino/sportsbook that will not pay out 400. I have deposited 320 total with them, played at the casino and also placed a 100 sports bet (which lost). I have received a casino bonus from them, but I think I lost it and I definitely carried on playing anyway. ...I chased some losses a little bit on the site (But I can't log in and check my history, so I can't exactly remember what I've done there).
I think the best thing would be to quote my latest few emails, as they sum up what has happened. This long email, I sent to them after I got a bit angry with them on the phone.
company name edited out of quote:
Dear Sirs,
My ---- user name is: "----"
I am still awaiting a 400 withdrawal that I requested 22 days ago on
the 19/08/08 and also for my account to be unlocked.
Shortly after filling in the withdrawal form, I was requested to send
in some documents (including photographic ID), so I sent you my bank
card, drivers license and account statement via email on August 28. I
received an email stating that your security department were "not
convinced" by my drivers license, so, at your request, I emailed you
my passport on August 29.
I received no contact from you after this email so I phoned a few days
later and was told that you were now "unsatisfied" with my passport as
well, but I was given no explanation as to why or what to do, only
that I would be contacted in a day or so.
I waited 2 Weeks since then, so I have just phoned customer services
at around 5:20 am (BST) on September 10.
As I was still not given any better explanation of why there is a
problem, other than that I will be contacted when you are ready, I
became frustrated. I became further frustrated when the customer
service assistant I spoke to could not help but laugh at my annoyance,
and also told me that my situation was "hopeless".
I repeat what I told the assistant on the phone: Why should I not
believe that "----" is a scam website? ...and that you have no
intention, despite my extended cooporation of you requests, to ever
pay out my withdrawal?
Can you give me any reason to think otherwise? Do you think my
treatment, and lack of explanation, solution, or even contact is a
reasonable way for any trustworthy gaming site to carry out business?
Please bear in mind that I have deposited 320 to unibet and this was
accepted without a problem, it is only when requesting my 400
withdrawal that you have become "unsatisfied".
I'm afraid I have already waited too long, if I do not receive a
satisfactory solution via email by Friday this week (September 12), I
don't feel that I have any choice, other than to recover the full
amount of my deposits to unibet through my bank's (Lloyds) security
department. I believe I have enough evidence of negligent business
practice to pursue such a charge-back without a problem and am hopeful
that any further measures will not be needed.
After my previous phone conversation, let me make it clear that I do
NOT wish any further telephone liaison with you. I request that any
contact you may or may not attempt to make, be written via email.
Regards,
Aaron
Their reply:
Dear Customer,
Thank you for contacting us.
Please note that the documents you sent are not satisfactory and therefore will not be accepted. We are not to reveal as to why they will not be accepted as that would be malpractice.
Your account is to remain blocked and the funds not to be returned unless legitimate documents are received.
Thank you for your cooperation and do not hesitate to contact us once again if you require further assistance.
Best Regards,
----
My reply:
You said: "Your account is to remain blocked and the funds not to be
returned unless legitimate documents are received."...
Please then tell me what other "legitimate documents" I am supposed to send?
The documents I have sent are legitimate They are my drivers license
and passport and I have them with me right now. I used my friend's
scanner, so that the image is large and clear. I cannot see anything
wrong with them at all. Perhaps you have the files confused or mixed
up with a different customers? Perhaps it is because my address has
changed recently?
But as you are not telling me what the problem is, I have nothing I
can do about your request.
Regards,
Aaron
I feel like I've hit a brick wall. What can I do???
Obviously, it would help if I could post my passport and drivers license in question. I don't really mind showing them, but I obviously don't want to post the on to the internet (I'm even beginning to worry about ever sending them to this bookie). But anyway, they are normal UK documents and I sent them large, clear colour scans.
Thanks.