AVOID THESE LIKE THE PLAGUE
AVOID THESE LIKE THE PLAGUE!
For clarity, the sequence of events is as follows:
I deposited and played on my account in accordance with your Terms and Conditions.
Before requesting any withdrawal, I was asked to provide additional verification documents.
Those verification documents were reviewed and accepted by your verification team.
Only after my verification had been successfully accepted did I request a withdrawal of approximately £950.
The withdrawal remained in the Pending Withdrawals section of my account for approximately eight days.
During this period, I continued to use my account. I later received a cashback bonus which, after the applicable wagering requirements had been completed, was converted into my real balance.
My pending withdrawal was then cancelled, £1,700.05 was deducted from my account, and I was informed that clause 5.9.5 had been applied.
My account has remained open and operational throughout.
Despite requesting clarification, I have not been provided with answers to the following questions:
Please identify the specific subsection or provision of clause 5.9.5 that you concluded I breached.
Please explain, in general terms, the factual basis upon which that conclusion was reached.
Please explain how the deduction of £1,700.05 was calculated.
Please explain why my withdrawal remained in the Pending Withdrawals section for approximately eight days after my verification documents had already been reviewed and accepted, before the decision to apply clause 5.9.5 was made.
Given that my verification documents had already been accepted before I requested my withdrawal, please explain what new information or event occurred after my withdrawal request that resulted in the application of clause 5.9.5.
Please explain why my account remains active and operational if you believe I have breached clause 5.9.5.
Please provide details of any independent complaints procedure, dispute resolution body, regulator or licensing authority that can review this matter, including the relevant contact details and complaint process.
