I initiated a withdrawal of my whole balance a few days ago and after logging in to my account just now I can see that my whole balance is still in my account. I would like to know why my withdrawal was not processed and why I was not told about it.
Bjørn
14:30
Hi there Toby
I
14:30
hello
Bjørn
14:31
Yes this is since you still need to turn over the deposit one time.
I
14:32
are you kidding? its not bonus money, its my own deposit
that i paid a fee to deposit
i dont want to bet
i want money out of my account
Bjørn
14:33
You can take withdraw but then we will need to take a fee of 10 GBP since you only deposit and there is no game play.
I
14:34
that's called extortion
Bjørn
14:35
This is in the account terms you have accepted when you opened the account.
4.4.8. The Operators reserves the right to charge a fee of 5 % (minimum 10 GBP) of the balance should you request a withdrawal without a Member Account turnover that is equal or more than the amount of funds deposited.
I
14:37
since i have very serious concerns over the legality of such a clause I will have little choice but to pursue legal advice
Bjørn
14:37
Sure you are allowed to do that.
14:38
But we cant let you withdraw without game play or the fee of the deposit.
I
14:38
i'm almost certain that you can
14:39
i doubt very much that it is literally impossible for you let someone withdraw their own money
is there a manager i can speak to?
14:41
hello?
Paul
14:42
Hello Toby
I am Björns Supervisor
How can I help?
I
14:42
can you read the conversation I had with Bjorn?
Paul
14:43
I have gone through it now
Everything he has told you is correct
I
14:44
i'm sure it is, but I still feel that this is the most appalling customer service i've ever experienced. Quite how you can hold my money to ransom is beyond me.
Paul
14:45
The clause is in place to prevent money laundering
Would you be so kind to tell me why you deposited just to withdraw back your money?
I
14:46
Because, ironically, i read far too many horror stories about superlenny and decided not to risk placing any bets
14:47
and refusing to allow a withdraw back to the same deposit method has little to do with money laundering
Paul
14:47
I am sorry to hear this but this is a standard rule amongst internet casinos and I can unfortunately not do anything about it.
I
14:47
I find that hard to believe
Paul
14:49
I am sorry but I will have to ask you to follow the terms and conditions.
Is there anything else I could help you with?
I
14:51
no, you've left me with little choice but to seek legal advice, i have no intention of placing a bet against my will or paying a £10 "fee" to withdraw my own money
also, could you explain to me how this £10 "fee" helps to protect against money laundering?
Paul
14:51
You are of course free to do so but you have agreed to these terms when signing up your account.
14:52
It is in place to discourage deposits not meant for playing
I
14:53
that's not what i asked, i asked about your attempts to battle money laundering by charging people money to withdraw their funds
Paul
14:55
And that is part of it, we do not allow transfers back and forth without any game play and that is why we take a fee if the person refuses to play
I
14:57
so if i were to withdraw my money in some attempt to commit laundering offences to the tune of £40 you would allow it as long as i paid you a £10 fee?
Paul
14:59
As I said the clause is in place to try to discourage it.
If there is nothing else I can do for you I must wish you a nice day
I
15:00
so that's a yes? you would put aside your fears i was laundering money in exchange for £10?
Paul
15:02
I wish you a nice day, if you wish to speak to support again, please contact us again.
closed the chat