- Joined
- Dec 5, 2005
I have to say, thier customer service and cashout process has been the most atrocious I've had the displeasure of even attempting to deal with.
I attempted a cashout of 802 pounds back in early february after receiving their 100/100 signup bonus, playing blackjack where their site clearly mentions only video poker as being not allowed and immediately sent in a scan of my license and utility bill. I was a couple of days later sent an email saying that blackjack was not allowed and so I hadn't met wager requirements. I then called customer service who verified what both my scan had been received and that I had indeed met wager requirements. In the meantime, depsite the fact that they were emailing me from the email address "stanley@acropolisentertainment.com" my reply emails to that address started bouncing back (I just about threw my mouse when that happened). I had been simply replying to the emails they had been sending to me, and customer service told me over the phone repeatedly that that was the correct address, but I had to figure out independently by poking around on various forums that their correct email is actualy cs@acropoliscasinos.com, not that this correct address was posted anywhere on the site, and that their email and contact info had been changed because they had been sold.
Five days later I received a reminder email to send in my documents, I AGAIN called customer service who told me this time that no scan had been recieved. I demanded to talk to a supervisor who told me no scan had been received and that I had not met the wagering requirements because blackjack didn't count.
GRARFAOIHSDFKAPSHFASDKFOJHASDF
After putting me on hold, she decided that yes, I had in fact met the wagering requirements, and yes, their website does in fact say only video poker doesn't count towards wager requirements, but that they had not received any scans. I made her stay on the phone with me as I sent an email with my scanned ID (the third time I sent it) and bill until it was received and she could give me verbal confirmation everything was okay.
TODAY THEY REFUNDED MY ENTIRE CASHOUT BACK TO MY CASINO ACCOUNT INSTEAD OF PAYING ME.
THEIR EXPLANATION IS THAT THEY HADN'T RECEIVED MY SCAN!@#
It is now more than 3 weeks since I requested a cashout.
I called customer service at three different points today, and each time requested a supervisor, was denied a supervisor, put on hold for over 25 minutes and hung up on several times.
DO NOT PLAY ON THIS SITE.
They have their head firmly up their posterior.
I attempted a cashout of 802 pounds back in early february after receiving their 100/100 signup bonus, playing blackjack where their site clearly mentions only video poker as being not allowed and immediately sent in a scan of my license and utility bill. I was a couple of days later sent an email saying that blackjack was not allowed and so I hadn't met wager requirements. I then called customer service who verified what both my scan had been received and that I had indeed met wager requirements. In the meantime, depsite the fact that they were emailing me from the email address "stanley@acropolisentertainment.com" my reply emails to that address started bouncing back (I just about threw my mouse when that happened). I had been simply replying to the emails they had been sending to me, and customer service told me over the phone repeatedly that that was the correct address, but I had to figure out independently by poking around on various forums that their correct email is actualy cs@acropoliscasinos.com, not that this correct address was posted anywhere on the site, and that their email and contact info had been changed because they had been sold.
Five days later I received a reminder email to send in my documents, I AGAIN called customer service who told me this time that no scan had been recieved. I demanded to talk to a supervisor who told me no scan had been received and that I had not met the wagering requirements because blackjack didn't count.
GRARFAOIHSDFKAPSHFASDKFOJHASDF
After putting me on hold, she decided that yes, I had in fact met the wagering requirements, and yes, their website does in fact say only video poker doesn't count towards wager requirements, but that they had not received any scans. I made her stay on the phone with me as I sent an email with my scanned ID (the third time I sent it) and bill until it was received and she could give me verbal confirmation everything was okay.
TODAY THEY REFUNDED MY ENTIRE CASHOUT BACK TO MY CASINO ACCOUNT INSTEAD OF PAYING ME.
THEIR EXPLANATION IS THAT THEY HADN'T RECEIVED MY SCAN!@#
It is now more than 3 weeks since I requested a cashout.
I called customer service at three different points today, and each time requested a supervisor, was denied a supervisor, put on hold for over 25 minutes and hung up on several times.
DO NOT PLAY ON THIS SITE.
They have their head firmly up their posterior.
