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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I regret to inform you that your winning from your WB was revoked since you got your casinobonus even if you deposited with the wrong method in our terms and conditions of this campaign.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 Therefore all of your winning with this bonus was revoked.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

User icon
ThePOGG
December 11, 2016

Hi bonnielaid - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
December 20, 2016

Hi bonnielaid,

I've spoken with Expekt - while they confirm that you shouldn't have received a bonus due to your deposit method, they have agreed that this was their operator's mistake. As such they've returned your balance to your account.

If you could let us know when you've managed to successfully withdraw your funds I'd appreciate it. You will need to complete security verification before that is possible.

Thanks,

ThePOGG

User icon
ThePOGG
January 2, 2017

Hi bonnielaid,

Have you managed to successfully access your funds?

Thanks,

ThePOGG

User icon
ThePOGG
January 10, 2017

Hi bonnielaid,

If we haven't heard from you by Friday the 20th of January I'll assume that you've managed to access your balance and close this complaint.

Thanks,

ThePOGG

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Agreement

bonnieqlaid consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

December 11, 2016

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