Stakes refunded?

[LeoDubbed]

I have logged a complaint with them, I received an 2 emails stating the manager was dealing with my case and he would contact me yesterday. Well he hasn't, I have contacted them by phone again and they say the manager is dealing with it. 7 days now and nothing. What next?

Have you tried to contact the license holder? In this case it's UKGC. You can find the link at the bottom of the main page of the casino.

[cocopop3011]

I have logged a complaint with them, I received an 2 emails stating the manager was dealing with my case and he would contact me yesterday. Well he hasn't, I have contacted them by phone again and they say the manager is dealing with it. 7 days now and nothing. What next?

 

It's been 2 days now since your post has the manager got in contact yet?

[MacdoniS]

I think it's now resolved? If he contacts the UKGC his query will be answered?  

[LeoDubbed]

I think it's now resolved? If he contacts the UKGC his query will be answered?  

It's a pitty that the player didn't give us an update regarding the matter. I truly hope the issue is resolved. UKGC has to respond to their complaints and I believe this was the case.

[cocopop3011]

I doubt they'd get it resolved that quick, but an update would be nice.

[Lozzyloo1973]

Hi, sorry for the late reply, I have got nowhere, UKGC have said they don't handle individual complaints. However also as i opend the account with a different email then that isn't a duplicate account. Looks like I'm not going to get any money back.

[MacdoniS]

Hi, sorry for the late reply, I have got nowhere, UKGC have said they don't handle individual complaints. However also as i opend the account with a different email then that isn't a duplicate account. Looks like I'm not going to get any money back.

Hi, Lozzyloo! 

 

That's sad to hear,anway mate did you consider to move on and play again? For what I see, I think you will just waste your energy for doing nothing this is just my opinion mate. 

[ValDes]

Hi, sorry for the late reply, I have got nowhere, UKGC have said they don't handle individual complaints. However also as i opend the account with a different email then that isn't a duplicate account. Looks like I'm not going to get any money back.

 

Well, not surprised at all from the UKGC response on your query, because you obviously skipped following the relevant complaints procedures set in place by the casino operator and namely the part for which I am applying a screenshot below. 

 

http://prntscr.com/feyvb4

 

In short, you should raise an official dispute with the ADR entity /IBAS in this particular case/ and not with the UKGC who is unfortunately not handling individual player complaints and issues. 

 

Hope that helps. 

[Lozzyloo1973]

ValDes, for your information I have done all of the above.

[ValDes]

ValDes, for your information I have done all of the above.

 

Oh really, sorry, didn't figure it out reading your post... Guess you could at least share with us what was the ADR final ruling before we could be of any further assistance then.