Scratchcard Heaven – making up the rules as they go along
Resolved - Scratchcard Heaven applied invasive security procedures to verify the identity of the player that ultimately resulted in their payout taking over 4 months.
It should also be noted that they refused to discuss any aspect of this complaint.
Sorry I cannot find the casino name in the dropdown list. I played at this casino last year and after a couple of months I hit a big win so I met the bonus rules then tried to withdraw. I sent them loads of documents at the time but they never paid my money. Apparently they returned my withdrawal to my account after a period of time.
After a few months I tried to login and find out what was going on. My money was nowhere to be seen, when I checked my account history it had been removed due to inactivity. When I emailed the casino they agreed to add my balance back and said sorry for the delay.
They only added my deposit back to my account because apparently they have this rule now where you can only make small bets. They never had this rule when I played last year so I think they are trying to pull a fast one on me. Every time I email them I get the same default reply "sorry but they are the rules now" so I am a bit stuck. I don't think the casino can make up these rules that did not exist when I played last year.
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