- Joined
- Apr 2, 2013
- Location
- UK London
I would really appreciate some input from the members here regarding the following matter - there are a few similar threads around but from what I can see these issues have been resolved satisfactorily - mine has not.
Recently I signed up to what I thought was a new UKGC licenced casino and made 3 deposits totalling £150. Obviously I lost these and thought no more of it. A few days later when trying to login to my new account I find it is closed. I contact CS to be told that my account was closed because I was self-excluded with a partner casino which I did not realise was related (had I known I have enough sense to not try to create a new account there).
The CS then inform me that "If I would like" I can have my deposits refunded. I decide to do this as if they want to enforce these rules then they really need better filtering on new accounts (another matter entirely, but suffice to say email, address, phone numbers were identical....). So I say yes and proceed with asking for my refund back.
Then begins the delaying tactic. First of all I am asked for the IBAN and SWIFT for the card I made my last deposit with. OK fair enough, I contact CS of my credit card provider and the next day they provide me with these details. I pass onto casino CS and wait a few days. About 5 days later I contact them again to see if the refund is being processed. "Everything looks normal but card transfers can take 7 days to process" I am told so I say fair enough thank them and wait.
Just over 2 weeks since this affair began I receive another message. "We cannot refund to credit card accounts could you please provide us with IBAN and SWIFT for the BANK account for the debit card you made a deposit with". This was a bit more complicated but I eventually get these from my bank CS and pass on. 3 days later I am told "This is not enough, we require a screenshot of the online bank account showing your name and address, IBAN and SWIFT numbers on the same page". Now of course I have no control on the HTML layout of my online banking screen, so this is not possible. I download a PDF statement from my bank that DOES show this information though and send on.
Since that point I heard nothing so 3 days later I send a message asking about the progress and receive the following 2 days later
Hi XXX,
Thank you for your message
Your case is still in progress. Also I need to inform you that a manual withdrawal take much longer then usually. Thank you for your patience.
Yours Sincerely,
ZZZ - YYY Customer Support
Not heard anything since and this was 5 days ago. I just sent another email seeking some feedback regarding the matter but I am expecting more delay tactics.
I was wondering how members here would advise me to proceed. Clearly this is a small sum of money and I cannot understand some of the nonsense I have heard. At the moment I am thinking that if I do not hear anything by the end of the week that I will just forget it but I kind of get the impression that all these delay tactics are aimed at getting me to do just that. I cannot see ANY reason for a refund to take more than a month but then again maybe I am being unreasonable.
Is there any point in making a complaint about the casino group to the UKGC ??
The casino in question is not accredited here - I opened it at my own risk but in my opinion my account should have been locked from the minute I opened it as I was SE from the sister casino.
Any advice on how to proceed would be welcome - even it is to just forget it and move on.
Recently I signed up to what I thought was a new UKGC licenced casino and made 3 deposits totalling £150. Obviously I lost these and thought no more of it. A few days later when trying to login to my new account I find it is closed. I contact CS to be told that my account was closed because I was self-excluded with a partner casino which I did not realise was related (had I known I have enough sense to not try to create a new account there).
The CS then inform me that "If I would like" I can have my deposits refunded. I decide to do this as if they want to enforce these rules then they really need better filtering on new accounts (another matter entirely, but suffice to say email, address, phone numbers were identical....). So I say yes and proceed with asking for my refund back.
Then begins the delaying tactic. First of all I am asked for the IBAN and SWIFT for the card I made my last deposit with. OK fair enough, I contact CS of my credit card provider and the next day they provide me with these details. I pass onto casino CS and wait a few days. About 5 days later I contact them again to see if the refund is being processed. "Everything looks normal but card transfers can take 7 days to process" I am told so I say fair enough thank them and wait.
Just over 2 weeks since this affair began I receive another message. "We cannot refund to credit card accounts could you please provide us with IBAN and SWIFT for the BANK account for the debit card you made a deposit with". This was a bit more complicated but I eventually get these from my bank CS and pass on. 3 days later I am told "This is not enough, we require a screenshot of the online bank account showing your name and address, IBAN and SWIFT numbers on the same page". Now of course I have no control on the HTML layout of my online banking screen, so this is not possible. I download a PDF statement from my bank that DOES show this information though and send on.
Since that point I heard nothing so 3 days later I send a message asking about the progress and receive the following 2 days later
Hi XXX,
Thank you for your message
Your case is still in progress. Also I need to inform you that a manual withdrawal take much longer then usually. Thank you for your patience.
Yours Sincerely,
ZZZ - YYY Customer Support
Not heard anything since and this was 5 days ago. I just sent another email seeking some feedback regarding the matter but I am expecting more delay tactics.
I was wondering how members here would advise me to proceed. Clearly this is a small sum of money and I cannot understand some of the nonsense I have heard. At the moment I am thinking that if I do not hear anything by the end of the week that I will just forget it but I kind of get the impression that all these delay tactics are aimed at getting me to do just that. I cannot see ANY reason for a refund to take more than a month but then again maybe I am being unreasonable.
Is there any point in making a complaint about the casino group to the UKGC ??
The casino in question is not accredited here - I opened it at my own risk but in my opinion my account should have been locked from the minute I opened it as I was SE from the sister casino.
Any advice on how to proceed would be welcome - even it is to just forget it and move on.
