This complaint is made for two reasons and follows a very frustrating experience with Customer Service via email.
The rep for L&L Europe has also been non-responsive.
If nothing else I’d like to make this public so that the casino has some impetus to make changes.
Issue 1:
Withdrawals
I have made previous deposits via Visa. On Friday I deposited via Skrill and then requested a withdrawal, also via Skrill as it was the most recently used deposit method.
Withdrawal sat pending over the weekend and was then reversed on Monday.
The withdrawal was reversed as it needed to be made via Visa as this was my original deposit method.
During issue 2 the withdrawal was reversed several times until today (Wednesday) when I was advised that actually my withdrawal couldn’t be processed via Visa and had to be Skrill as this was my last withdrawal method.
Major Concerns:
1. Why couldn’t the withdrawal just be processed to the required method by accounts
2. The withdrawal didn’t need to be reversed at any point after the first reversal
3. Lack of clarity and understanding by accounts/CS on their own policies
4. The withdrawal request was made on Friday, it’s now Wednesday and it still hasn’t been processed
Issue 2:
Documents
This was my first withdrawal and I was also asked for document verification, the T&C’s state that this doesn’t have to happen until a certain withdrawal limit is hit but can be asked for at any time (OK.)
Two of my documents were rejected and my withdrawal reversed again.
One of the rejected documents was my Skrill account because it didn’t show the date and time of the windows desktop in the bottom right hand corner.
I personally feel this is a ridiculous stipulation but admit that it was clearly requested and I didn’t comply.
An argument ensued over the second document.
All I could find was an electric bill that was dated with one day left of its validity (the min requirement is three months and mine hit the three months day after submittal).
Customer Service rejected the document because it was too close to the expiration. It’s the only document I had easy access to so argued my case but after a 10+ email exchange I was then led to believe it was OK and if I submitted my Skrill screenshot it would be resolved.
The document was then rejected today as it has now expired and my account hadn’t been verified
Major Concerns:
1. What’s the point in a validty period if it’s then not acceptable
2. Why isn’t each document verified on its own points i.e. the address could be verified without Skrill
3. One of my Skrill screenshots showed a transaction date within the past three months, do they really need a windows desktop screenshot showing the date and time in the bottom corner?
To compound all of this, Customer Service refused to freeze the withdrawal or close my account (I was advised I can self-exclude, but that’s not the reason for the closure).
This has been an incredibly frustrating experience and feels like people either don’t know what they are doing or they are using stall tactics in the hope of me spending the money.
Luckily I have applied limits to my account to stop me playing on.
CM Reviews of L&L Europe Casinos:
The rep for L&L Europe has also been non-responsive.
If nothing else I’d like to make this public so that the casino has some impetus to make changes.
Issue 1:
Withdrawals
I have made previous deposits via Visa. On Friday I deposited via Skrill and then requested a withdrawal, also via Skrill as it was the most recently used deposit method.
Withdrawal sat pending over the weekend and was then reversed on Monday.
The withdrawal was reversed as it needed to be made via Visa as this was my original deposit method.
During issue 2 the withdrawal was reversed several times until today (Wednesday) when I was advised that actually my withdrawal couldn’t be processed via Visa and had to be Skrill as this was my last withdrawal method.
Major Concerns:
1. Why couldn’t the withdrawal just be processed to the required method by accounts
2. The withdrawal didn’t need to be reversed at any point after the first reversal
3. Lack of clarity and understanding by accounts/CS on their own policies
4. The withdrawal request was made on Friday, it’s now Wednesday and it still hasn’t been processed
Issue 2:
Documents
This was my first withdrawal and I was also asked for document verification, the T&C’s state that this doesn’t have to happen until a certain withdrawal limit is hit but can be asked for at any time (OK.)
Two of my documents were rejected and my withdrawal reversed again.
One of the rejected documents was my Skrill account because it didn’t show the date and time of the windows desktop in the bottom right hand corner.
I personally feel this is a ridiculous stipulation but admit that it was clearly requested and I didn’t comply.
An argument ensued over the second document.
All I could find was an electric bill that was dated with one day left of its validity (the min requirement is three months and mine hit the three months day after submittal).
Customer Service rejected the document because it was too close to the expiration. It’s the only document I had easy access to so argued my case but after a 10+ email exchange I was then led to believe it was OK and if I submitted my Skrill screenshot it would be resolved.
The document was then rejected today as it has now expired and my account hadn’t been verified
Major Concerns:
1. What’s the point in a validty period if it’s then not acceptable
2. Why isn’t each document verified on its own points i.e. the address could be verified without Skrill
3. One of my Skrill screenshots showed a transaction date within the past three months, do they really need a windows desktop screenshot showing the date and time in the bottom corner?
To compound all of this, Customer Service refused to freeze the withdrawal or close my account (I was advised I can self-exclude, but that’s not the reason for the closure).
This has been an incredibly frustrating experience and feels like people either don’t know what they are doing or they are using stall tactics in the hope of me spending the money.
Luckily I have applied limits to my account to stop me playing on.
CM Reviews of L&L Europe Casinos:
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