- Joined
- Feb 23, 2007
- Location
- the land of GBP
Long time (like forever) lurker here. Just want to let off steam, though I know I can't win this one.
I registered with Expekt, deposited, played, won 12x my deposit, played till I lost half those winnings, went to withdraw. This over c.48 hours. On going to withdraw, no functions work. I log out then when I try to log back in, I'm told my account has been locked.
Turns out I registered with them once before, I guess it must have been3-4 years ago based on my history of gambling periods but I have no recollection.
Ok fair enough, and they say in their email ""we will be most happy to return the balance of your account to you, but now you must provide a bank statement showing IBAN etc etc". I'm not worried, maybe this means a day's delay, but at least I'll get my withdrawal. I send all the info and 48 hours later they reject it. After asking why, 24 hoirs later they say actually no it's fine. After another 48 hours they email again asking for the same info... which I re-send, then silence again.
So I try their live chat. She assures me the docs have been accepted and I'll get my withdrawal. Just before I sign off I think to check the exact amount it will be in my currency. She tells me the amount of my withdrawal will be the same as my initial deposit. Surely some mistake, I wail, but no, they have confiscated my winnings because I'd held this earlier account years ago.
I opened, deposited and played in good faith so I feel a little bit stung. At no point did I use false details (why would I?) or pretend to be someone else, but they keep quoting T&Cs about fraud and false data. It also seems a shame that they said in writing that they'd pay me my balance, after closing my account, and have now gone back on this.
I realise I am technically in breach of their rules so I won't ever see the money I won, but it is galling that they have been so incompetent and slow at every step of the way (as well as SIX separate delays over accepting my ID, they didn't send me the chat transcript when I asked and they said they would), not to mention that they won't acceptmy having made a simple mistake and are withholding winnings as if I had committed fraud -which they know i haven't because they have all my ID.
I guess the moral of the story is keep lifelong records of everywhere you ever open an account, don't trust customer services to mean it when they say they will give you your balance, oh and avoid Expekt.
Yours bitterly,
HFM
I registered with Expekt, deposited, played, won 12x my deposit, played till I lost half those winnings, went to withdraw. This over c.48 hours. On going to withdraw, no functions work. I log out then when I try to log back in, I'm told my account has been locked.
Turns out I registered with them once before, I guess it must have been3-4 years ago based on my history of gambling periods but I have no recollection.
Ok fair enough, and they say in their email ""we will be most happy to return the balance of your account to you, but now you must provide a bank statement showing IBAN etc etc". I'm not worried, maybe this means a day's delay, but at least I'll get my withdrawal. I send all the info and 48 hours later they reject it. After asking why, 24 hoirs later they say actually no it's fine. After another 48 hours they email again asking for the same info... which I re-send, then silence again.
So I try their live chat. She assures me the docs have been accepted and I'll get my withdrawal. Just before I sign off I think to check the exact amount it will be in my currency. She tells me the amount of my withdrawal will be the same as my initial deposit. Surely some mistake, I wail, but no, they have confiscated my winnings because I'd held this earlier account years ago.
I opened, deposited and played in good faith so I feel a little bit stung. At no point did I use false details (why would I?) or pretend to be someone else, but they keep quoting T&Cs about fraud and false data. It also seems a shame that they said in writing that they'd pay me my balance, after closing my account, and have now gone back on this.
I realise I am technically in breach of their rules so I won't ever see the money I won, but it is galling that they have been so incompetent and slow at every step of the way (as well as SIX separate delays over accepting my ID, they didn't send me the chat transcript when I asked and they said they would), not to mention that they won't acceptmy having made a simple mistake and are withholding winnings as if I had committed fraud -which they know i haven't because they have all my ID.
I guess the moral of the story is keep lifelong records of everywhere you ever open an account, don't trust customer services to mean it when they say they will give you your balance, oh and avoid Expekt.
Yours bitterly,
HFM
, but it turns out they also submitted it to another complaints service at the same time. I'll need to wait until that has run its course before I can proceed. I've asked the OP to let me know if they still need the PAB once the other agency has done its work.
