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I can't withdraw my balance of NZ$50 (in LTC) after multiple attempts. Customer service has been terribly unhelpful. First tried the live chat, they were slow to respond at all, then completely useless, didn't answer questions, and repeatedly closed the chat before my issues had been resolved. Now communicating by email and hasn't been any better. I've now fully complied with 2 KYC requests (sent selfies with ID and a note) only to be locked out of my account, and now they seem to have disabled my account altogether.

I initially deposited NZ$100 in LTC, they were offering a 200% bonus (which claimed to have 'no rules') so my balance became $300 I gambled with this until it was down to $200. This was showing as 'Real Balance' as opposed to 'Bonus Balance' so I assumed that I must have met any wagering requirements etc. and attempted to withdraw the $200. This withdrawal failed and customer service (eventually!) explained that the Bonus amount is not withdrawable (as I understand it now, the only thing you can do with the bonus is wager it until it is lost. It seems as though there is no possible way to gain from the bonus. Which seems ridiculous. Especially for a 'no rules bonus'.

So I continued wagering until I ended up with a $250 balance, $50 is their minimum withdrawal amount for LTC, so I went to the cashier and requested a withdrawal of $50 LTC. Nothing happened. The next day I saw the request has been rejected with no reason given (and no contact). I also noticed that the extra $200 (apparently 'Bonus Balance', that had been showing as 'Real Balance') was gone. (This was later explained: apparently there is another 'rule' that bonus funds disappear as soon as a withdrawal attempt is made (whether or not it is successful apparently!) Again this had not been communicated.)

I tried the withdrawal request again (and tried communicating with customer service). But to no avail. This time I noticed that it said under the pending withdrawal 'please reply to confirmation email', but I didn't get a confirmation email. I wondered if this was because I had unsubscribed to their (unsolicited) promotional emails. Surely not! But surely if that was the case there would be some way of turning emails back on... Apparently not!

Since then I've been given the runaround again and again. Submitted a KYC selfie with ID, this was apparently accepted so tried withdrawal request again, still no confirmation email. Emailed customer service again. In the meantime (while trying to check on the withdrawal) I noticed I had been locked out of my account 'this login is restricted at the moment'. So emailed them again and then they said I had to provide an alternate email address and another KYC selfie. I complied, they replied saying my account status is now Fully Verified. So I went to try again but now find that my account seems to have been disabled altogether! When I try to log in it says 'Bad input. Try something else' and 'Invalid username or password'.

Any help would be greatly appreciated.

(The email address given below is the second one that they supposedly changed my account address to. Originally it was t****@gmail.com )

Dear timkey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Did the casino explain why it was necessary for you to provide another email address? Could you please explain when exactly was your account blocked? (a date)

I believe the bonuses being not withdrawable means, that after the wagering of the bonus is complete, the amount of bonus initially awarded is subtracted from the withdrawable amount.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear timkey,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.