- Joined
- Aug 27, 2008
- Location
- The biG Eu
Well opened an account with Grosvoner casino. Deposited a few 100 the past weekend Friday night. Eventually hit something big. Tried to withdraw it would not let me as they wanted documents to verify my account. Which yes fair enough but the system would not even allow me to withdraw to a pending state. I contacted Live support they said documents would be requested soon. No way to upload docs from within the site. In the end I played it all back. I made the choice but not something I would usually do as I never reverse. But this was not a reverse as I could not even start the withdraw process. I did send a PM to the rep over last weekend on this but never got a reply here.
Then the fun starts. I was due a £20 bonus for my first deposit. This after 2 or 3 chats with CS was finally credited around 48 hours later. Fair enough. Played it and lost. I was then asked Monday by email to submit documents. Which I did. I always have them to hand. Passport scans/ recent util bill copy of front and back of cards and bank screen shot again recent. Then Tuesday my account is locked. So I called them up (still no reply from the rep here) they said I had opened another account which I had closed back in 2008 or 2009. Fair enough. i did not recal and no problem as I know the rule with regards to 1 account per person. The woman said its okay it does happen and that the security department will close one of the accounts off and leave one active. I asked if I could keep the one I had just opened active as it has all my upto date info. Address tel numbers current bank etc. She said it would not be a problem.
Then 24 hours later I get another email asking for a copy of my "Italian passport" I am English born n bred although my dad is Italian. But still I only have a uk passport. Then another email saying that was an error sorry for that. Can you re-submit new copys of your passport . this was yesterday. The scans I sent are the same I have sent to redbet/ guts videoslots slotsmagic etc etc to name but a few. They are clear images taken with my Samsung Note 4. High res. In the end I gave up. I told them dont bother just please close my account.
I rarely complain or bitch about casinos as I have had very few issues and have never issued a pab in my life and probably hopefully wont ever have to. But this is one time I found the support totally lacking and out of sync with each other. Response times were slow and live CS did not seem to have a clue. I am aware of the duplicate account issue but that could have been resolved so easily. The amount of documentation they have on me now would be enough to get a green card to the USA!!! And this is not a rant about the losses that happens all the time. But I feel that the support was really lacking and the rep here did not respond to my questions about not being able to start the withdraw process last Friday evening which was a surprise. Anyway rant over not asking for anything but wont be playing there again.
Then the fun starts. I was due a £20 bonus for my first deposit. This after 2 or 3 chats with CS was finally credited around 48 hours later. Fair enough. Played it and lost. I was then asked Monday by email to submit documents. Which I did. I always have them to hand. Passport scans/ recent util bill copy of front and back of cards and bank screen shot again recent. Then Tuesday my account is locked. So I called them up (still no reply from the rep here) they said I had opened another account which I had closed back in 2008 or 2009. Fair enough. i did not recal and no problem as I know the rule with regards to 1 account per person. The woman said its okay it does happen and that the security department will close one of the accounts off and leave one active. I asked if I could keep the one I had just opened active as it has all my upto date info. Address tel numbers current bank etc. She said it would not be a problem.
Then 24 hours later I get another email asking for a copy of my "Italian passport" I am English born n bred although my dad is Italian. But still I only have a uk passport. Then another email saying that was an error sorry for that. Can you re-submit new copys of your passport . this was yesterday. The scans I sent are the same I have sent to redbet/ guts videoslots slotsmagic etc etc to name but a few. They are clear images taken with my Samsung Note 4. High res. In the end I gave up. I told them dont bother just please close my account.
I rarely complain or bitch about casinos as I have had very few issues and have never issued a pab in my life and probably hopefully wont ever have to. But this is one time I found the support totally lacking and out of sync with each other. Response times were slow and live CS did not seem to have a clue. I am aware of the duplicate account issue but that could have been resolved so easily. The amount of documentation they have on me now would be enough to get a green card to the USA!!! And this is not a rant about the losses that happens all the time. But I feel that the support was really lacking and the rep here did not respond to my questions about not being able to start the withdraw process last Friday evening which was a surprise. Anyway rant over not asking for anything but wont be playing there again.
