i signed up a few weeks ago and since have spent £600 last night I put £100 then another £100 then £50 then £70 each time I was rewarded with Saturday 50 free spins only won few quid on each go, any way I was playing £1 a spin and got to £457 I then played a bonus game for £60 and won another £130 so I took it down to £530 withdrew £500 and payment got cancelled was playing the other £30 and after 5 mins message came up account been suspended look at balance and I was deposited my £70 I put on, due to the terms I should of not played the £60 bonus as I did I was breaking the rules so they took everything from me and just gave me my £70 back this is so wrong as I had a balance of £530 what can I do to resolve this matter as they don’t care I was on live chat for two hours
This whole situation seems quite complicated, I could say. It is good that you submitted your complaint then. Our team will review it soon, and then we'll see what can be done.
Please stay patient, and you will be informed about any next steps.
Hi,
I was wondering if you can help me. I have had a couple of withdrawals paid to me. Then when I won big they have all been rejected. I have complained and asked for my deposits to be refunded to me. Surprised, they refunded me 3 out of the 10 deposits I requested back. I have tried to get the rest back which they said they would escalate for me but since then they have blocked my account and are not replying to my emails. Can you help me get my refunds? I have added screenshots of chat if that helps. 
Hello, to be honest, I can promise we can assist you in getting a refund or perhaps chargebacks? Not sure what specifically occurred. We are focused on helping resolve situations with delayed withdrawals or voided winnings, basically on situations where casino terms and those practices play the main role. To me, it sounds like you made the decision to focus more on getting back the deposit. Did I get it correctly, please?
On the other hand, this is an unlicensed casino with a very poor Safety Index; "Very high value of withheld winnings in player complaints in relation to the casino's size" hence, I understand it probably looked like they were never interested in paying out so getting back the deposits makes sense. Such casinos, however, rarely cooperate. 🙁
Well, you may check the range of the matter we can assist with and then decide whether you prefer to submit the complaint request. Instructions are here 👈
Hi Radka,
Thanks for your reply. I'm trying to get my deposits back as the casino said my withdrawal was successful then a week later said it wasn't. I've attached email correspondence for proof. Sorry could only put 5 screenshots on first post. Since then they blocked my account. So because of this that is why I'm trying to get my refunds back. 
Oh, I see now. Thank you for the explanation, and do not worry about those screenshots, please. Now, to be fair, the situation looks even more bitter.
In my view, you can demonstrate that the money has never been received, while the casino considers the matter closed and the money paid. The complaint, however, conveys a somewhat different message.
In any case, considering the overall casino lack of trust, I would consider the chargeback option. As far as I can recall, this request depends on the way the money was deposited and through which bank. Am I correct, please?
The problem is that I'm not convinced this casino will resolve the withdrawal through the complaint, and perhaps the chargebacks are time-sensitive.
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