hello friends...
so first, the technical details:
on the 16/12/2010 i opened an account at
king neptunes casino, made a deposit and enjoyed
their 100% match bonus.
i fulfilled the terms and conditions had a alot of luck
and ended with a balance of 2031 poudns which i asked
to withdraw right after.
the casino asked me for documents (ID and utility bill) which
i sent several times becasue they kept claiming they don't recieve them.
i even attached two utility bills for them just so they can be happy...
then suddenly they locked my account without a notice.
from the livechat operator i found out they were supspecting the documents
i supplied were falsified. i asked to speak with
the managers but they refused to supply me with any other email
address but the one of the general support. and told me that the
decision is final and nothing can be done to unlock my account and pay me my winnigs.
few days later i called them at the phone and then
they told me i can send them another utility bill which i did but
again they kept not replying to my emails.
i went for the livechat again and this is the transcript of our conversation.
judge it yourself...
-------------------------------------------------------------------
04 June 2011 09:02:23 PM (2011/06/04 07:02:23 PM - GMT)
Welcome to Casino Support, SairaS will be right with you.
SairaS:
Thank you for contacting Casino Support and welcome to Live Help Facility. How may I assist you today?
Elliott Smus:
hello. i sent you a copy of my utility bill recently but haven't received an answear from you, could you please check if it arrived?
SairaS:
Hello Elliot, please allow me to check on that for you
Elliott Smus:
tnks
SairaS:
Elliot when did you send us the utility bill?
Elliott Smus:
i sent it to verifyme@bellerockentertainment.com
Elliott Smus:
on the 30/5
SairaS:
what was the Bill for?
Elliott Smus:
in order to unlock my account
SairaS:
your utility bill which organization was it from?
Elliott Smus:
Barclays, the bank
SairaS:
no we have not received that Elliot
SairaS:
was the size of your e-mail bigger than 3 mb?
SairaS:
if so it would not have come through our e-mail filter
Elliott Smus:
no
Elliott Smus:
it was a file of 265 KB
SairaS:
would you be able to send it through to us again Elliot?
SairaS:
you can send it to my e-mail address?
SairaS:
so i can keep an eye out for it?
SairaS:
personally?
Elliott Smus:
sure, i would love to since it is not the first time you don't receive email from me, it might be better this way
Elliott Smus:
what is your email address?
SairaS:
Elliot i am just chatting with the finance department regarding your account
SairaS:
please allow me a few moment
SairaS:
Ok Elliot our Finance department have actually said to me that we do not require any documentation from yourself
SairaS:
and that your account will remain locked
SairaS:
and will not be unlocked
Elliott Smus:
but you asked me for that
SairaS:
due to negative activity on your account the casino reserves the right to suspend your account
Elliott Smus:
look, i have never received any email from you regarding that, you don't replay to my email and the only way i hear that is by livechat, isn't it weird?
SairaS:
Elliot I am sorry that you have not received any correspondence regarding this, as per the casinos terms and conditions your account is now locked and will remain locked
Elliott Smus:
i would like to speak or write to the managers, is there a way to do that? it is very unacceptable the way you treat me
SairaS:
I am the manager on shift today Elliot
Elliott Smus:
you don't explain nothing and just lock my account without paying me 2000 pounds! do you consider that as a proper way to treat a client?
SairaS:
Elliot the reason why we initially requested the documentation form your self was for verification purposes, you were unable to provide is with satisfactory documentation when we initially requested them from you, and you were unable to comply with the terms and conditions of the casino.
SairaS:
you send us an e-mail around the 2nd of May and I at the time requested further information from you
SairaS:
and that was the 2nd of May and after that you are saying that you sent us a barclay's statement on the 30th of May?
Elliott Smus:
i don't recall that email from 2nd of may
SairaS:
i will copy and paste it to you in that:
Elliott Smus:
i can't find it in my sent items folder
Elliott Smus:
thank you for that
SairaS:
Dear Elliot,
Thank you for your call earlier on today.
Please send us a copy of your bank statement, or Utility Bill containing your name and your address on it. The statement has to be from within the last 3 months.
If you have any further questions or queries, please do not hesitate to contact us.
Thank you
Kind Regards
Saira S
Casino Player Host
Elliott Smus:
one sec
SairaS:
Unfortunately Elliot the casino has made the decision to suspend your account
SairaS:
is there anything else i can assist you with today?
Elliott Smus:
i m sorry, i have just seen this email now
SairaS:
ok
Elliott Smus:
but what matter does it make?
Elliott Smus:
i have already sent you lots of documets before
SairaS:
the documents you have sent to us have not been approved
Elliott Smus:
and i sent another one a couple of days ago
SairaS:
I'm sorry Elliot we have not received any further correspondence from yourself
Elliott Smus:
so have a look at the last one if there is a need, just becasue i didn't notice the email and sent it by delay doesn't say nothing
SairaS:
Elliot regardless of the delay, or even if we had received your documentation your account will remain locked
Elliott Smus:
so i m sending it again right now, give me your personal email and see it right away!
Elliott Smus:
so why did you asked for documents at the first place?
SairaS:
at which incident today pr previously?
Elliott Smus:
i mean on the 2nd of may you asked for a utility bill, why did you ask it?
Elliott Smus:
if not to unlock my account?
SairaS:
because at that time I did not have to the casinos decision regarding the permanent closure of your account
SairaS:
your account is closed and unfortunately will not be opened
Elliott Smus:
ok, but what about my winnings?
SairaS:
your winnings have been confiscated
SairaS:
as per the violation of the casinos terms and conditions by the negative activity on your account!
Elliott Smus:
so that has got nothing to do with the doumcnets?
SairaS:
unfortunately i cannot discuss this matter further than i already have Elliot
Elliott Smus:
ok, don't discuss it but let me talk with someone who can
SairaS:
i'm sorry Elliot
Elliott Smus:
goodbye now Saira, tnks for all
SairaS:
you are most welcome
----------------------------
sorry for the length.... i m not going to give up.
are there any others of you who experienced the same attitude with them?
Elliott
so first, the technical details:
on the 16/12/2010 i opened an account at
king neptunes casino, made a deposit and enjoyed
their 100% match bonus.
i fulfilled the terms and conditions had a alot of luck
and ended with a balance of 2031 poudns which i asked
to withdraw right after.
the casino asked me for documents (ID and utility bill) which
i sent several times becasue they kept claiming they don't recieve them.
i even attached two utility bills for them just so they can be happy...
then suddenly they locked my account without a notice.
from the livechat operator i found out they were supspecting the documents
i supplied were falsified. i asked to speak with
the managers but they refused to supply me with any other email
address but the one of the general support. and told me that the
decision is final and nothing can be done to unlock my account and pay me my winnigs.
few days later i called them at the phone and then
they told me i can send them another utility bill which i did but
again they kept not replying to my emails.
i went for the livechat again and this is the transcript of our conversation.
judge it yourself...
-------------------------------------------------------------------
04 June 2011 09:02:23 PM (2011/06/04 07:02:23 PM - GMT)
Welcome to Casino Support, SairaS will be right with you.
SairaS:
Thank you for contacting Casino Support and welcome to Live Help Facility. How may I assist you today?
Elliott Smus:
hello. i sent you a copy of my utility bill recently but haven't received an answear from you, could you please check if it arrived?
SairaS:
Hello Elliot, please allow me to check on that for you
Elliott Smus:
tnks
SairaS:
Elliot when did you send us the utility bill?
Elliott Smus:
i sent it to verifyme@bellerockentertainment.com
Elliott Smus:
on the 30/5
SairaS:
what was the Bill for?
Elliott Smus:
in order to unlock my account
SairaS:
your utility bill which organization was it from?
Elliott Smus:
Barclays, the bank
SairaS:
no we have not received that Elliot
SairaS:
was the size of your e-mail bigger than 3 mb?
SairaS:
if so it would not have come through our e-mail filter
Elliott Smus:
no
Elliott Smus:
it was a file of 265 KB
SairaS:
would you be able to send it through to us again Elliot?
SairaS:
you can send it to my e-mail address?
SairaS:
so i can keep an eye out for it?
SairaS:
personally?
Elliott Smus:
sure, i would love to since it is not the first time you don't receive email from me, it might be better this way
Elliott Smus:
what is your email address?
SairaS:
Elliot i am just chatting with the finance department regarding your account
SairaS:
please allow me a few moment
SairaS:
Ok Elliot our Finance department have actually said to me that we do not require any documentation from yourself
SairaS:
and that your account will remain locked
SairaS:
and will not be unlocked
Elliott Smus:
but you asked me for that
SairaS:
due to negative activity on your account the casino reserves the right to suspend your account
Elliott Smus:
look, i have never received any email from you regarding that, you don't replay to my email and the only way i hear that is by livechat, isn't it weird?
SairaS:
Elliot I am sorry that you have not received any correspondence regarding this, as per the casinos terms and conditions your account is now locked and will remain locked
Elliott Smus:
i would like to speak or write to the managers, is there a way to do that? it is very unacceptable the way you treat me
SairaS:
I am the manager on shift today Elliot
Elliott Smus:
you don't explain nothing and just lock my account without paying me 2000 pounds! do you consider that as a proper way to treat a client?
SairaS:
Elliot the reason why we initially requested the documentation form your self was for verification purposes, you were unable to provide is with satisfactory documentation when we initially requested them from you, and you were unable to comply with the terms and conditions of the casino.
SairaS:
you send us an e-mail around the 2nd of May and I at the time requested further information from you
SairaS:
and that was the 2nd of May and after that you are saying that you sent us a barclay's statement on the 30th of May?
Elliott Smus:
i don't recall that email from 2nd of may
SairaS:
i will copy and paste it to you in that:
Elliott Smus:
i can't find it in my sent items folder
Elliott Smus:
thank you for that
SairaS:
Dear Elliot,
Thank you for your call earlier on today.
Please send us a copy of your bank statement, or Utility Bill containing your name and your address on it. The statement has to be from within the last 3 months.
If you have any further questions or queries, please do not hesitate to contact us.
Thank you
Kind Regards
Saira S
Casino Player Host
Elliott Smus:
one sec
SairaS:
Unfortunately Elliot the casino has made the decision to suspend your account
SairaS:
is there anything else i can assist you with today?
Elliott Smus:
i m sorry, i have just seen this email now
SairaS:
ok
Elliott Smus:
but what matter does it make?
Elliott Smus:
i have already sent you lots of documets before
SairaS:
the documents you have sent to us have not been approved
Elliott Smus:
and i sent another one a couple of days ago
SairaS:
I'm sorry Elliot we have not received any further correspondence from yourself
Elliott Smus:
so have a look at the last one if there is a need, just becasue i didn't notice the email and sent it by delay doesn't say nothing
SairaS:
Elliot regardless of the delay, or even if we had received your documentation your account will remain locked
Elliott Smus:
so i m sending it again right now, give me your personal email and see it right away!
Elliott Smus:
so why did you asked for documents at the first place?
SairaS:
at which incident today pr previously?
Elliott Smus:
i mean on the 2nd of may you asked for a utility bill, why did you ask it?
Elliott Smus:
if not to unlock my account?
SairaS:
because at that time I did not have to the casinos decision regarding the permanent closure of your account
SairaS:
your account is closed and unfortunately will not be opened
Elliott Smus:
ok, but what about my winnings?
SairaS:
your winnings have been confiscated
SairaS:
as per the violation of the casinos terms and conditions by the negative activity on your account!
Elliott Smus:
so that has got nothing to do with the doumcnets?
SairaS:
unfortunately i cannot discuss this matter further than i already have Elliot
Elliott Smus:
ok, don't discuss it but let me talk with someone who can
SairaS:
i'm sorry Elliot
Elliott Smus:
goodbye now Saira, tnks for all
SairaS:
you are most welcome
----------------------------
sorry for the length.... i m not going to give up.
are there any others of you who experienced the same attitude with them?
Elliott