Document Verification - Unwanted Exclusion - Withdrawal Anxiety

tordragon78

Newbie member
Joined
Nov 8, 2020
Location
Swansea, Wales
Hello,

I am new to this forum, so please correct me if I am not following any of the agreed etiquette.

I recently joined an online casino site (SLOTS DEVIL), following an unsolicited e-mail.

At first I found it quite fun, but I ended up spending a bit of cash (roughly £1000), nothing that I could not afford to lose though.

Luckily for me I won £3000 and decided to withdraw it. Here is where my problems began.

I requested a withdrawal, and I got the usual new account document request. The site had an UPLOAD DOCUMENTS button, so even prior to withdrawing , I uploaded all of the requested documents.

This was on 2/11/2020. I then did this again after the request on 3/12/2020. The terms of the site said that I should wait up to 72 hours before a response.

On 6/11/2020 I had not had any response, or even an acknowledgement of my documentation arriving successfully. I then ask them the status in live chat.

They said that they are awaiting a response, to wait another 24 hours. A day later on 7/11/2020 I was starting to get a little frustrated and asked them again, why is it taking so long.

They give me the brush off, and I then said I really needed the withdrawal money and could I be contacted immediately about it.

They then tell me because of this and the fact "I really needed the money" that they are self-excluding my account. I told them I did not wish to be self-excluded, but they said, "sorry we are doing it for your own protection".

So a few questions I would like to ask:

1- With my self exclusion- will they prevent/delay my pending withdrawal?

2- Can they self exclude me without my permission?

3- What recourse do I have if they do not meet their own stated customer service terms (response times)?

They have been pretty tidy up until now, but I genuinely believe that they provoked me into saying something about needing the money, and then used that to shut down my account.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
It's Nektan site and they are group I refused to promote, mainly due to their nonsense over a big Dead or Alive winner we had on here who won there and got a massive piss-about based on false claims his account needed 'an audit which could take up to 6 months' lol... He complained to the UKGC and shortly after they paid him.
In your case, if they have closed your account they must refund the balance, i.e. your winnings. They cannot use spurious and unproven suggestions you are a problem gambler to simply refund deposits-only after their arbitrary account closure. If they could get away with that, every dodgy outfit would decide after the event that their winners were 'problem gamblers'. So expect your withdrawal.

P.S. Yes they can close accounts if they consider you to be a PG, but cannot use that as a reason not to pay you in a timely fashion afterwards.
 

tordragon78

Newbie member
Joined
Nov 8, 2020
Location
Swansea, Wales
Thanks Dunover- I will try and avoid sites like this going forward. This has eased my anxiety somewhat.

Perhaps I should be more patient with them. Its just I would have thought an acknowledgement of receipt of my documents, and what the process involved would be helpful. For all I know I chase them 2 weeks down the line, and they claim they had never received anything from me?

Its really quite a minefield dealing with these online sites, this has opened my eyes significantly.
 

Mining Might

Newbie member
Joined
Aug 18, 2019
Location
London
Is it correct that Chipmonkz or Chipbait (Alvin) is actively and aggressively promoting Nektan sites?
 
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tordragon78

Newbie member
Joined
Nov 8, 2020
Location
Swansea, Wales
How long do you think I need to give this site to resolve my issues before going down the UKGC route?

i.e process my identification documents, and receive my withdrawal?
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
How long do you think I need to give this site to resolve my issues before going down the UKGC route?

i.e process my identification documents, and receive my withdrawal?
Did you sign up directly? Or via a link?..

I’m pretty sure they don’t work with @Casinomeister or with @max in regards to addressing customer complaints, that alone is a massive red flag.

Then we have the well publicised issue of the DOA win they attempted to de-fraud a player over.

I’ll not get into the bonus terms with either, but NEKTAN should be avoided like the plague (no pun intended)

Personally I’d inform them now your going down the route of the UKGC (how helpful they will be is doubtful) but may put pressure on this shower of shit to pay you...

Best of luck, keep us informed.
 

tordragon78

Newbie member
Joined
Nov 8, 2020
Location
Swansea, Wales
Thanks Playford.....I will give them until COP Tuesday, and then raise a case with UKGC.

With the terms and conditions, do weekends count, or is it only weekdays?
 

Playford7

Meister Member
MM
Joined
Jul 10, 2016
Location
North east England
Thanks Playford.....I will give them until COP Tuesday, and then raise a case with UKGC.

With the terms and conditions, do weekends count, or is it only weekdays?
With nektan the alien timescale probably counts as long as it doesn’t benefit the player mate.

But on a serious note they will take into account the weekends.

If you have access to a flame thrower it’s probably a better option.
 
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