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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Hi galty66 - welcome to ThePOGG.com. Unfortunately our drop down menu only reflects the casinos that we have reviewed so far and that list is not exhaustive. Nevertheless I'm happy to look into your issue with Scratchcard Heaven. Before I could do anything for you, I would need you to provide me with the username and email address you use at Scratchcard Heaven so we can locate your account. I would also want to emphasize that unless you have certain pieces of information it's highly unlikely we'll be able to do anything to help you. I have reviewed the Scratchcard Heaven terms and I assume this to be the term that the casino are referencing;As this isn't a casino we monitor, our ability to verify when that rule was added is essentially zero. I've checked with our monitoring system - they can't monitor the page - and google has been restricted from indexing the page so no cached page is available. Unless you have a screen shot of the terms at the time you signed up, or an open admission from the casino that the terms have changed from that point I would expect the casino to simply state that the term was there at the time you played. If you do have either of these things, please forward them on to [email protected] Thanks ThePOGG