Jeg lavede en indbetaling til casinoet den 15. januar 2024. Jeg modtog en 200% bonus fra dem via e-mail. Jeg lavede et indskud på 20e. Jeg genbrugte bonussen, og i sidste ende var vinderbalancen 1300e, og jeg hævede 500e, fordi de har en grænse for udbetalinger.
Jeg ventede på, at hjemsendelsen blev godkendt, og den 16. januar 2024 spurgte jeg dem, hvorfor hjemsendelsen ikke er blevet godkendt. Jeg spurgte, om du har brug for dokumenterne, og de svarede, at du skal sende dokumenterne.
Jeg downloadede dokumenterne. Et billede af kørekortet, telefonregning, kontoudtog i 2 måneder, og et billede af min netbank. alle dokumenter var i mit navn. Efter at jeg havde uploadet dokumenterne, ventede jeg et par dage, men der skete ikke noget. Den 18. januar 2024 kunne jeg ikke længere få adgang til min konto og spurgte hvorfor. de svarede, at de ikke kunne give flere oplysninger. Og at mit ID er låst for altid.
Derefter sendte jeg en mail til dem, men de svarede ikke.
Den 19. januar 2024 spurgte jeg i live chat, om de vil betale mine penge, selvom min konto er lukket, så modtog jeg følgende e-mail fra dem:
Kære Anton,
Tak, fordi du kontaktede vores kundesupportteam.
Vi vil gerne informere dig om, at din konto ifølge økonomiteamet er blevet lukket uden mulighed for at genåbne den, da din konto ikke bestod verifikationen i henhold til vilkår og betingelser 9.1
Dine gevinster er annulleret.
Dit samarbejde og forståelse i denne situation er virkelig værdsat!''
Jeg talte sidst med live chat den 31/01/2024 og spurgte, hvornår de vil svare på min e-mail, sagde de så hurtigt som muligt.
Her er en anden besked, jeg har lagt i deres support-e-mail:
''Jeg spillede på powerup Casino og vandt 1300e, dagen var 15.1.2024, hvor jeg indsatte og udbetalte. Jeg foretog 500e tilbagetrækning. Derefter ventede jeg på mine gevinster og sendte de ønskede dokumenter. et par dage senere sender du mig en mail om, at gevinster er blevet annulleret og min konto lukket. du fortalte mig, at min konto ikke bestod verifikation i henhold til vilkår og betingelser 9.1, og at mine gevinster er blevet annulleret.
Jeg har ikke gjort noget forkert, og jeg vil bare have min sejr, så jeg kan komme videre med mit liv.
Hvis du tror, jeg brugte en andens penge, har jeg lige taget et lån til min ven. jeg havde stadig brugt mine egne penge. så fortæl mig, hvad jeg har gjort forkert.''
I made a deposit to the casino on January 15, 2024. I received a 200% bonus from them via email. I made a deposit of 20e. I recycled the bonus and in the end the winning balance was 1300e and I withdrew 500e because they have a limit on withdrawals.
I was waiting for the repatriation to be approved and on January 16, 2024 I asked them why the repatriation has not been approved. I asked if you need the documents and they answered that you have to send the documents.
I downloaded the documents. A photo of the driver's license, phone bill, bank statement for 2 months, and a photo of my online bank. all documents were in my name. After I had uploaded the documents, I waited a couple of days but nothing happened. On January 18, 2024, I could no longer access my account and asked why. they replied that they could not give more information. And that my ID is locked forever.
After that I emailed them but they didn't reply.
On January 19, 2024, I asked in live chat whether they will pay my money even though my account is closed, then I received the following email from them:
Dear Anton,
Thank you for contacting our Customer Support Team.
We would like to inform you that as per the finance team your account has been closed without the possibility to reopen it, as your account did not pass verification as per terms and conditions 9.1
Your winnings have been voided.
Your cooperation and understanding in this situation are truly appreciated!''
I last spoke with live chat on 31/01/2024 and asked when they will respond to my email, they said as soon as possible.
Here's another message I've put in their support email:
''I played at powerup Casino and won 1300e, day was 15.1.2024 when I did deposit and withdrawl. I did 500e withdrawal. After that I waited for my winnings and sent the requested documents. a couple of days later you send me an email that winnings have been canceled and my account closed. you told me that my account did not pass verification as per terms and conditions 9.1 and my winnings have been voided.
I haven't done anything wrong and I just want my win so I can move on with my life.
In case you think I was using someone else's money, I have just taken a loan to my friend. i still had used my own money. so tell me what i have done wrong.''
Tein talletuksen kasinolle 15.1.2024. Sain heiltä 200% bonuksen sähköpostitse. Tein talletuksen 20e. Sain kierrätettyä bonuksen ja lopulta voitto saldo oli 1300e ja kotiutin 500e koska heillä on rajoitus nostoissa.
Odototin kotiutuksen hyväksymistä ja 16.1.2024 kysyin heiltä että miksi ei ole hyväksytty kotiutusta. Kysyin että tarvitsetteko dokumentit niin he vastasivat että pitää lähettää dokumentit.
Latasin dokumentit. Ajokortista kuva, puhelin lasku tiliote 2kk ajalta, sekä kuva nettipankistani. kaikki dokumentit kuuluivat nimelleni. Sen jälkeen kun olin ladannut dokumentit niin odotin pari päivää mutta mitään ei tapahtunut. 18.1.2024 en enään päässyt tililleni ja kysyin miksi. he vastasivat että eivät voi antaa lisä infoa. Ja että tunnukseni on lukittu ikuisesti.
Sen jälkeen lähetin heille sähköpostia mutta he eivät vastanneet.
19.1.2024 kysyin livechatissä maksavatko he rahani vaikka tilini on suljettu, silloin sain seuraavan sähköposti viestin heiltä:
''Dear Anton,
Thank you for contacting our Customer Support Team.
We would like to inform you that as per the finance team your account has been closed without the possibility to reopen it, as your account did not pass verification as per terms and conditions 9.1
Your winnings have been voided.
Your cooperation and understanding in this situation are truly appreciated!''
Puhuin livechatin kanssa viimeksi 31.1.2024 ja kysyin milloin he vastaavat sähköpostiini, he sanoivat että mahdollisimman pian.
Tässä vielä viesti jonka olen heille laittanut support emailiin :
''I played at powerup Casino and won 1300e, day was 15.1.2024 when i did deposit and withdrawl. I did 500e withdrawl. After that I waited for my winnings and sent the requested documents. a couple of days later you send me email that winnings have been canceled and my account closed. you told me that my account did not pass verification as per terms and conditions 9.1 and my winnings have been voided.
I haven't done anything wrong and I just want my win so I can move on with my life.
In case you think i was using someone elses money i have taken just loan to my friend. i still had used my onwn money. so tell me what i have done wrong.''
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