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I joined and then have 577.44 in the account I can’t withdraw even though all documents are pending I have asked them to process withdrawal and also to close my account permanently. I have not heard back from them at all and they haven’t closed my account. There isn’t an option to self exclude either you have to contact but I have tried various emails and nothing back.

Dear Mattuk88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To help us understand the situation more clearly and to move forward with your case, could you please clarify:

• Account Closure Request:

You asked them to close your account permanently—what reason did you give in that request?

Did you receive any reply (even automated) to that closure request?

• Self-Exclusion Option:

You noted there’s no self-exclude option—did you also try via live chat, a dedicated responsible-gaming email, or the site’s support form?

• Bonus Status:

Were your winnings of £577.44 accumulated with or without an active bonus?

If a bonus was active, do you know its name or code and the associated terms?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi I requested the closure as I didn’t not want to gamble with them anymore and wished to self exclude permanently and any funds to be withdrawn. They do not have a form online it asks to get in touch with their email address. They have a live chat again straight away they say get in touch on email to close the account. So they have no way to do it yourself. The winnings were part of a bonus which I got to the 100 percent of doing before wanting to claim.

i have had a delay in email to two of the emails I sent to the support email address which is making me think it’s not a real email address.

Dear Mattuk88,

Thank you for your update and for providing the additional details and screenshots. Please accept my apologies for the delay in getting back to you.

I’ve reviewed the documents, and I noticed that the bonus associated with your winnings appears to be marked as cancelled.

• Could you please confirm whether you completed the full wagering requirements before the bonus was cancelled?
• Also, has there been any progress with your KYC verification?
• Are your documents still showing as pending, or have they since been reviewed?

Looking forward to your reply.

They have replied to me but said my documents couldn’t be verified. So I have tried to send again in a different format both on the site and by email. This was last Thursday so I will update if I hear anymore.

Hi Mattuk88,

Thank you for your update.

To assist you further, could you please provide the following information:

1. Bonus Wagering Requirements: Did you complete the full wagering requirements associated with your bonus before it was marked as canceled?
2. KYC Verification Status: Have there been any developments regarding your KYC verification since your last correspondence? Are your documents still under review, or have they been approved?

Looking forward to your response.

I ended up spending what I had as my withdrawal didn’t go through then they have closed my account. Would not advise anybody to use these they are absolutely shocking

Dear Mattuk88,

Thank you for your reply.

I’m sorry to hear that your account was closed and that you were unable to complete your withdrawal.

Unfortunately, since the remaining balance was spent before the account closure and there are no further funds at stake, we are unable to proceed with your complaint.

For these reasons, we must respectfully reject your complaint and close the case in our system.

I hope your future gaming experiences will be more positive.

Best regards,

Petronela