Imao sam četiri podizanja na čekanju u iznosu od £ 9,000. Otkrio sam da je moj račun tada bio ograničen. Pitao sam podršku uživo da li bi ograničenja utjecala na moje povlačenje. Podrška uživo zaključila je da imam problem s kockanjem i nastavila me sa samoisključivanjem na 12 mjeseci. Tada sam ostao bez pristupa svom računu i povlačenja sredstava na čekanju. Svim dokumentima potrebnim poslao sam e-poštu kako se traži kako bih pokazao kako financiram svoj račun. Nastavio sam da ih šaljem još deset puta tokom deset tjedana. Korisnička podrška je, naravno, bila vrlo ljubazna u svojoj e-pošti rekavši "eskalirali smo vašu žalbu i dali joj prioritet". To je u osnovi sve što su rekli.
Istraživao sam i otkrio da su prekršili vlastite uvjete zadržavanjem povlačenja bez nerazumnog vremena bez razloga i propisa svojih licenci. Stalno sam ih podsjećao na to i davao im rokove da to interno riješe prije nego što odnesem ADR koji koriste i Komisiji za kockanje, a zatim i sudu ako moram. Tijekom svega toga bio sam vrlo pristojan, ali iznutra sam bio ljut i uznemiren. Moje znanje i strpljenje su se isplatili jer sam jučer dobio e-mail u kojem se kaže da su moja povlačenja odobrena. Držite se oružja, ne popuštajte, znajte svoja prava i dajte im rokove da odgovorite ili da ih ispravite. Uspjelo je za mene i nadam se da će uspjeti i za vas ako imate isti 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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