Jeg havde fire udbetalinger afventet til en værdi af £ 9.000. Jeg fandt ud af, at min konto derefter var begrænset. Jeg spurgte live support, hvis restriktioner ville påvirke mine tilbagetrækninger. Live support besluttede, at jeg havde et spilproblem, og fortsatte med at sætte mig på en 12 måneders selvudstødelse. Så blev jeg efterladt uden adgang til min konto og udbetalinger i afventning. Jeg sendte behørigt alle de krævede dokumenter via e-mail som anmodet om for at vise, hvordan jeg finansierede min konto. Jeg fortsatte med at sende dem ti gange mere over en periode på ti uger. Selvfølgelig var kundesupport meget høflig i deres e-mails, der sagde "vi har eskaleret din klage og prioriteret det". Det er stort set alt, hvad de sagde.
Jeg gjorde min forskning og fandt ud af, at de havde overtrådt deres egne vilkår og betingelser ved at holde tilbage på udbetalinger i en urimelig tid uden grund og deres licensregler. Jeg mindede dem konstant om dette og gav dem deadlines til at løse dette internt, før jeg førte det til den ADR, de bruger, og Gambling Commission og derefter til domstolen, hvis jeg skulle. Jeg var meget høflig under alt dette, men indeni var jeg vred og ked af det. Min viden og tålmodighed betalte sig, da jeg i går fik en e-mail, hvor jeg sagde, at mine udbetalinger var godkendt. Hold dig til dine våben, giv ikke efter, kend dine rettigheder og giv dem deadlines for at svare eller få det rettet. Det fungerede for mig og håber, det fungerer for dig, hvis du har det samme problem.
I had four withdrawals pending to the value of £9,000. I found my account was then restricted. I asked live support if restrictions would effect my withdrawals. Live support decided I had a gambling problem and proceeded to put me on a 12 month self exclusion. So then I was left without access to my account and withdrawals pending. I duely sent all the documents required via email as requested to show how I was funding my account. I proceeded to send them ten more times over a period of ten weeks. Of course customer support were very polite in their emails saying "we have escalated your complaint and prioritised it". That's basically all they said.
I did my research and found they had breached their own terms and conditions by holding onto withdrawals for an unreasonable time without reason and that of their licensing regulations. I reminded them of this constantly and gave them deadlines to resolve this internally before I took it to the ADR they use and the Gambling Commission and then to court if I had to. I was very polite during all of this but inside I was angry and upset. My knowledge and patience paid off as I got an email yesterday saying my withdrawals had been approved. Stick to your guns, don't give in, know your rights and give them deadlines to respond or to get it rectified. It worked for me and hope it works for you if you have the same problem.
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