The Grand Ivy - Keeping my money

Ruling

Resolved - The operator has informed us that this issue has been resolved. The player is non-responsive to our requests for an update so we assume they've received their funds.

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Player's Complaint

2 weeks ago I opened an account with the Grand Ivy Casino. I deposited £20 and received a £20 bonus. However, none of the machines would work for me. I spoke to 3 different people on live chat, sending screen shots, giving out all my personal information for identification as well via their live chat. They were no help whatsoever and they kept cutting me off. An hour of my time was completely wasted trying to sort the matter out. I then asked for the account to be closed and for them to just transfer my initial deposit back to me. The next day my account was locked and they demanded that I send them lots of Identity documents, including front and back of my driving license, front and back of my bank card and a utility bill. All this, just to have my initial funds returned because nothing would work! I am furious as I had to send them all the required documents and they still have not returned my funds. Whenever I email them, all I get is an email stating that the request is with the relevant department, or the other reply I receive is that the transfer has been done and to wait for up to 5 days for the money to be transferred bak to my card. I feel this is [EDIT], PLUS they have all my identity information. All the time I have wasted contacting them, sending screen shots, sending ID documents etc, I feel like I have been treated most unfairly and will need to contact the relevant authorities to report them for poor customer service, causing me unnecessary stress [EDIT].

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