Hi yes they said I could playbfrom the UK in that email and secondly I explained about my mental health problems so they asked for evidence of this which then they agreed 20th December 2023 to return all my money.
I have asked them serveral times for proof which I know they haven't sent any payments I have my bank.statments in front of me. They are liars
They have run out of stuff to ask hence the reason they have no intentions of returning my money
I've given them all proof medical information my address bank details and everything my bank have said if no response they will class has a fraud investigation because the way they are working on my case is not good
I've asked for proof of refund funny enough nothing been sent they are liars and crooks
Hi there.
Well, I can't see where the matter of country restrictions comes from. Did the casino say your winnings are beyond your reach because of your country, for instance? Based on your complaint, I was convinced your vulnerability was somehow compromised, so you agreed to refunds.
Please correct me if I'm wrong.
Anyway, I see that communication with the casino is pretty difficult. If the refunds were sent, where is the confirmation, I say...
I have attached information regarding my mental health and proven information regarding there chat host encouraging people to join when they not allowed
I've sent bank statements showing from 29th of January right up to 12/02/2024 however they say its been sent where the proof I've asked for this at least 20 times yet they got my bank account details statements and medication records
I understand these facts you have described and what you have provided to the casino. Since you have emails where you reminded them of everything you say here, that's fine because it can be important evidence in the context of your complaint.
However, since no confirmation of refunds from the casino has come, I find this to be an unpleasant situation. But you have a complaint with us and our team will try to help you and you also say that the bank has something to say, so I'm curious how it will all work out in the end.
Be sure to let me know when you know of any developments in your case, because I'm quite interested to see how it turns out.
I hope you get your refunds as soon as possible.
Hi I've message them today to ask where my refund is the chat host had advise me then hadn't been any refund on my account so I said the account sent Me an email saying they did refund on 29th January so after all these days chasing the bank etc they still haven't send my money they are liars and I hope they get shut down I'm fuming hence the reason they haven't sent Me any proof I don't really have much hope
Hey, sorry to hear you still haven’t been given refund I’d be fuming aswell,
keep emailing ever 8hrs that what I did then every day I was on live chat requesting updates,
also another tip always be really polite but forward about your case so they can’t use that not to give refund just always be polite towards them
Hi I've message them today to ask where my refund is the chat host had advise me then hadn't been any refund on my account so I said the account sent Me an email saying they did refund on 29th January so after all these days chasing the bank etc they still haven't send my money they are liars and I hope they get shut down I'm fuming hence the reason they haven't sent Me any proof I don't really have much hope
Oh, now that's an unenviable situation. I think you also found it strange that if the casino told you that it made a refund on January 29 and nothing has come in since then, that's probably not the most accurate information. Well, from what you've been told, the casino probably didn't do it.
However, since you have a complaint, our team will be on hand to try to help you get your refunds.
I hope that happens.
Can I ask what grounds you won the complaint on. I am in the same situation and keep being told they are looking into it
Hi gaz I haven't had my refund its been ongoing since December 2023 they tell that many lies don't hold out much hope I've reported to there gambling authorities so please do same they are looking into this
In there terms and conditions it said they don’t accept uk players and yet I was able to sign up, deposit and play,
I kept emailing and messaging everyday to chase my refund as they were awful with replying so I kept at it and then I got my refund,
I was always polite and said how good the site was and I think that helped as I saw some people were rude and there still waiting on a refund
Wow your still waiting,
have you heard back from them about your refund and have you been going on live chat and emailing daily?
I've been polite etc and been patient they are doing it to alot of people the reviews on trust pilot are shocking they will ruin there reputation so if they want a bad name they are going the right way about it report them to the gambling association in there country
I reported them to there gambling association and never heard back I also contacted there sponsors and I didn’t hear back,
I just kept on going and going everyday on live chat and email as I think they got annoyed with me and just gave the refund as I have like 60 emails and I was on live chat everyday
Thank you for replying. How soon after your initial complaint did you receive a response as so far I've just been told to be patient. So no acknowledgement if I'm owed a refund etc etc
Took about 8 days before I heard from the correct team,
then they wanted all my documents and proof of address etc, then took another week of waiting and I kept chasing it up everyday
then I heard they had refunded it then the same day it was in my bank as they sent it through faster payments,
Thank you, may I ask what type of document please?
I was asked for my ID, so passport or provisional license,
proof off address, bank statement or bill,
then my IBAN for my bank so they could send the funds
Thank you again. Fingers crossed I hear from them soon
Sorry another question, when you raised your initial complaint, when they eventually respond. Did they deny/reject liability or ask for more information to support your complaint
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