Expekt - Avoid winning without real reason

Ruling

Resolved - This player should not have been issued a welcome bonus, but as Live Chat made a mistake Expekt casino have agreed to honour it.

Read our Expekt Casino Review.

Player's Complaint

Hello! 28 November I made a deposit via Skrill, 10 euro. I found Welcome bonus 500%. I didn't find claim button and I turned to the chat. They claimed that I have possibility to get this bonus. Than they added me 50 euro. I won 303 euro. I was a busy on this weeks and only yesterday I sent my passport to [email protected] Alter few hours I got e-mail that my account has been verified. Today I didn't get money and I wrote to support.

They demanded from me additional documents:

Photo credit card with 2 sides, my photo with a passport near the face, a screenshot of the online bank, a utility bill. I tried to explain to them in several e-mails that I have not used a credit card, and I do not understand why do I need to send it.

I found that my winning was deleted. I asked a reason of it. Person from the chat said that my winning was deleted because I didn't send required documentation. And they retrieve it when they check my documents.

Than I get this e-mail:

I have now checked your account, and I can see here that you did not use a credit card for your deposits. Please upload all the other documents except the Credit Card since you did not use it upon deposit. Thank you.

few minutes after I get this:

I regret to inform you that your winning from your WB was revoked since you got your casinobonus even if you deposited with the wrong method in our terms and conditions of this campaign. This campaign did not include E-wallets as a entitled deposit method. Therefore all of your winning with this bonus was revoked.

Tell me, where I was supposed to know about the deposit method? I asked in a chat after the deposit through Skrill and they confirmed that I have a right to receive the bonus. I repeat, it was 28 November, maybe they really added a point within the rules. But the rules can not act retroactively!

I lost a whole evening to correspondence with the casino. Honestly, I have never seen so stupid tech support and such a disgusting attitude to customers. Their rating on your site unfairly high. Please take action

Read the casino review

4 Responses