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Casino Complaint Extraspel set Balance to zero - Huge mistunderstanding going on

Discussion in 'Casino Complaints - Bonus Issues' started by rambo123, Feb 9, 2016.

    Feb 9, 2016
  1. rambo123

    rambo123 Dormant account

    Occupation:
    Marketing
    Location:
    Germany
    Hello,

    First of all I want to say this is a great place to be in - awesome community :)

    Anyways, I read the rules, but I couldnt find any casino representative for extraspel. So thats why I am reaching out here.

    Let me tell you exactly what I encountered with extraspel, maybe some of you guys know what to do in this situation.

    On january 25th, I deposit at extraspel casino, claiming a bonus, they sent me via email. I played around 1 hour and was winning a couple hundred euros - everything was great at this point.

    Somehow the game got interrupted and stopped working. First I thought my browser just crashed, but as I wanted to login again, I received a message my account got closed. I was really confused and sent them an email instantly.

    So after waiting till the next day, I got a response from them, telling me I'd need to verify my identity and my payment method to get my account reopened. So I got all my documents together and send them over later that day (26th january). The refernce number of this email conversation is [#GJS-967335].

    So I received a response, stating that my Identity is verified, but my neteller screenshots weren't accepted. I resend the same screenshots on januarty 27th afternoon.Explaining I didnt know how to make a screenshot of my peronal details and accountnumber in the same window I asked how to find the option to do so. The refrence numbver is [#CXD-763361].

    So after a couple of days, I didnt receive any answer regarding this and my account was still locked. So I searched a bit more and found an option, where all my details + accountumber are showed within the same window. I sent them another email with my documents and finally all got approved. On 2nd february I could login into my account again.

    Nows the fun part. I realized my balance was showing 0€, altough last time I played it was around 700€. So I contacted the support and asked whats up.

    They respond, that I withdrew money before finishing the wagering of the bonus. Therefore all the balance was forfeited - Obviously I didnt request any withdrawal, since last time I was logged in, was on january 25th around 1pm. At this point I was still playing games and as u know, I just got kicked out of the game.

    So I explained them around 4 times via email, that I never requested a cashout. I even showed them timelines and included all the email reference numbers, so they can follow what happened.

    I told them it must be a huge misunderstanding, since I checked my transaction history and found where the problem is.

    Extraspel set Balance to zero - Huge mistunderstanding going on: eFdMV8C.png,Feb 9, 2016

    As you can see, I deposit on 25th january 11:54 am. My account got blocked 2 hours later on january 25th 1:30 pm and was still closed till 2nd february, till all my documents got approved.

    So how am I able to request a withdrawal on January 26th 5pm, when my account was locked already on januarty 25th and stayed closed till 2nd feburary? I tried to explain them, but they keep claiming I wanted to withdraw the money and tell me I should contact live chat. When doing so, they forward me to contact support via mail. So I am running in circles and nobody really gets, that this is a misunderstanding.

    Also the screenshot says in transaction details "Ruhender Betrag". It is german and it means "resting amount". So I think they just took a precaution and deduct the money first, till my account got verified and forgot to put it back. Now the normal support doesnt realize this and thinks I requested a withdrawal, altough I didnt.

    I hope this all makes sense to you guys and I would like to get an opinion of you.

    As I said, support send me back and forth from livechat to email support, but nothing really happens and I am left with 0€.
     
  2. Feb 14, 2016
  3. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    Have you tried to check the game you played last when the lock out occured? The funds might just stucked there.
     
  4. Feb 15, 2016
  5. hedgehok

    hedgehok Senior Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    Very weird. My first guess was that the bonus might have expired after over 1 week, but according to your screenshot this is not the case. What is the rest of the text there: "Ruhender Betrag gültig b..." ?

    Do you have an update?
     
  6. Feb 15, 2016
  7. rambo123

    rambo123 Dormant account

    Occupation:
    Marketing
    Location:
    Germany
    Hey guys, thanks for your replies and the support.

    @stokes I checked the last game I played was victorious, betting at 2.5€ a spin and 791€ balance. So when I go back to the game, I have still 0€ balance, and also cant spin, since I dont have any balance in my account.

    @hedgehok "Ruhender Betrag gültig b..." means, resting balance valid till... I cant see the full saying, since it doesnt let me resize this window somehow.

    I really dont know what to do, I will contact support chat again and kinda hope some rep from extraspel will show up.

    I will keep you guys updated!

    EDIT: I had another chat with the support and they finally resolved it. THank you so much for the help guys - case closed! :)
     
    Last edited: Feb 15, 2016

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