Hugewin.com CONFISCATING deposits! 8000 USD

[Beparanf]

@holydarkness, is there really a way to verify this kind issue of a mediator like AG doesn’t accept anymore issue like this?

Are you the one looking for the evidence which the casino will provide to verify the authenticity of arbitrage betting?

[holydarkness]

@holydarkness, is there really a way to verify this kind issue of a mediator like AG doesn’t accept anymore issue like this?

Are you the one looking for the evidence which the casino will provide to verify the authenticity of arbitrage betting?

I think by "you", you're referring to "the complainant" and not "holydarkness". In that case, no. At least not that I know of, to the furthest of the extent of my knowledge. Usually the player submitted a complaint with evidence like the screenshot of email or chat conversation with the casino where the casino explained to the player that their account got banned due to arbing, then the mediator will ask for proof of arbing and/or the basis that's used by the casino to made their initial ruling.

The mediator will then crosscheck it --with methods that I don't know what-- and validate or invalidate that ruling, and either ask for further evidence as they deemed the initial one is not adequate to make a ruling, or made their own ruling that overturn the casino initial ruling.

Then, from that point, it's up to the casino. If they complied and give further evidence or follows the mediator's decision, then case is solved with a happy player. If they did not provide any further evidence or did not follow the final ruling by the mediator, their ranking on the said ADR will get lowered.

[Flexie80]

@holydarkness would you please go into livechat one more time today or tomorrow? A week has passed again and zero has happened. And they still ignore all my emails.

[holydarkness]

@holydarkness would you please go into livechat one more time today or tomorrow? A week has passed again and zero has happened. And they still ignore all my emails.

Uhh... one week from my last chat will technically be on 12th, tomorrow if we apply full-week method and by 14th, if we follow 7 working-days rule. But sure, shooting them a chat will not hurt. I've actually jotted it in my notebook to be done by 13th [I take the middle way here], but let me highlight it and reach them once I finished my round addressing matters that need to be addressed and I'll circle back to you by reaching hugewin?


Edit: sorry that I can't reach them yesterday as I had to attend other matter that took me hours. I reached them just few minutes ago and, OP, they told me that you've previously asked to "get things escalated" by having the supervisor attending your case and they give you the email address of their supervisor so you can reach the SPV yourself?

[Flexie80]

@holydarkness would you please go into livechat one more time today or tomorrow? A week has passed again and zero has happened. And they still ignore all my emails.

Uhh... one week from my last chat will technically be on 12th, tomorrow if we apply full-week method and by 14th, if we follow 7 working-days rule. But sure, shooting them a chat will not hurt. I've actually jotted it in my notebook to be done by 13th [I take the middle way here], but let me highlight it and reach them once I finished my round addressing matters that need to be addressed and I'll circle back to you by reaching hugewin?


Edit: sorry that I can't reach them yesterday as I had to attend other matter that took me hours. I reached them just few minutes ago and, OP, they told me that you've previously asked to "get things escalated" by having the supervisor attending your case and they give you the email address of their supervisor so you can reach the SPV yourself?

Haha, that is the same loop all over again. Yes, they kept saying "contact the supervisor on info@hugewin.com" and there they have ignored all my multiple emails over the past 4 weeks. In fact, not a single reply. Then I go back to livechat and say "what am I supposed to do if you suggest to email you and then you don't answer" and then they say "I wil escalate it one more time" and then nothign happens again. Simply a dead end. They are purposefully ignoring all my emails, hoping I give up.
I hope you can give it one more try, the last time you seemed to be taken more serious, perhaps you had a different live chat employee this time, it is probably Edward you need to speak since that is the one that seemed to take you seriously last time at least.

[holydarkness]

Uhh... one week from my last chat will technically be on 12th, tomorrow if we apply full-week method and by 14th, if we follow 7 working-days rule. But sure, shooting them a chat will not hurt. I've actually jotted it in my notebook to be done by 13th [I take the middle way here], but let me highlight it and reach them once I finished my round addressing matters that need to be addressed and I'll circle back to you by reaching hugewin?


Edit: sorry that I can't reach them yesterday as I had to attend other matter that took me hours. I reached them just few minutes ago and, OP, they told me that you've previously asked to "get things escalated" by having the supervisor attending your case and they give you the email address of their supervisor so you can reach the SPV yourself?

Haha, that is the same loop all over again. Yes, they kept saying "contact the supervisor on info@hugewin.com" and there they have ignored all my multiple emails over the past 4 weeks. In fact, not a single reply. Then I go back to livechat and say "what am I supposed to do if you suggest to email you and then you don't answer" and then they say "I wil escalate it one more time" and then nothign happens again. Simply a dead end. They are purposefully ignoring all my emails, hoping I give up.
I hope you can give it one more try, the last time you seemed to be taken more serious, perhaps you had a different live chat employee this time, it is probably Edward you need to speak since that is the one that seemed to take you seriously last time at least.

I understand correctly that the contact they gave to you was "info@hugewin.com" instead of the supervisor's specific email address, so that you basically, for all you know, probably just send an email to their support team and it was addressed by anyone else but the supervisor?

[Flexie80]

Uhh... one week from my last chat will technically be on 12th, tomorrow if we apply full-week method and by 14th, if we follow 7 working-days rule. But sure, shooting them a chat will not hurt. I've actually jotted it in my notebook to be done by 13th [I take the middle way here], but let me highlight it and reach them once I finished my round addressing matters that need to be addressed and I'll circle back to you by reaching hugewin?


Edit: sorry that I can't reach them yesterday as I had to attend other matter that took me hours. I reached them just few minutes ago and, OP, they told me that you've previously asked to "get things escalated" by having the supervisor attending your case and they give you the email address of their supervisor so you can reach the SPV yourself?

Haha, that is the same loop all over again. Yes, they kept saying "contact the supervisor on info@hugewin.com" and there they have ignored all my multiple emails over the past 4 weeks. In fact, not a single reply. Then I go back to livechat and say "what am I supposed to do if you suggest to email you and then you don't answer" and then they say "I wil escalate it one more time" and then nothign happens again. Simply a dead end. They are purposefully ignoring all my emails, hoping I give up.
I hope you can give it one more try, the last time you seemed to be taken more serious, perhaps you had a different live chat employee this time, it is probably Edward you need to speak since that is the one that seemed to take you seriously last time at least.

I understand correctly that the contact they gave to you was "info@hugewin.com" instead of the supervisor's specific email address, so that you basically, for all you know, probably just send an email to their support team and it was addressed by anyone else but the supervisor?

Yes, correct. The only emailaddress I ever got from them was that general one info@hugewin.com and then they said supervisor has access to that email. I already had my doubts because it looked too general, but either they don't have a specific emailaddress for the supervisor, or they just don't want to give it to me. I even included terms as "to management" and "to a supervisor" in the subject of the emails, but also those left unaswered. They were not even addressed by a general CS member, just completely ignored.

[holydarkness]

I understand correctly that the contact they gave to you was "info@hugewin.com" instead of the supervisor's specific email address, so that you basically, for all you know, probably just send an email to their support team and it was addressed by anyone else but the supervisor?

Yes, correct. The only emailaddress I ever got from them was that general one info@hugewin.com and then they said supervisor has access to that email. I already had my doubts because it looked too general, but either they don't have a specific emailaddress for the supervisor, or they just don't want to give it to me. I even included terms as "to management" and "to a supervisor" in the subject of the emails, but also those left unaswered. They were not even addressed by a general CS member, just completely ignored.

To be fair, it might be read [past tense] by the supervisor, and they're in the general agreement about the arbing and deemed that given the team had explained several times about it, the SPV decided to not responding to it as it'll just give generally similar message.

Anyway, I came to them during that third chat session with an offer if they perhaps want to get this escalated to AG, where they can provide proof of arbing freely and they assured me that the proof was given by their provider, but all the same, they'll look into it more. So, hopefully we are not repeating the same loop.

I'll ping them again next week [kindly remind me, Thursday] to catch up with their findings upon looking more into it and/if they've decde to agree to take it to AG where the proof can be shown and we can get things moving.

[Flexie80]

I understand correctly that the contact they gave to you was "info@hugewin.com" instead of the supervisor's specific email address, so that you basically, for all you know, probably just send an email to their support team and it was addressed by anyone else but the supervisor?

Yes, correct. The only emailaddress I ever got from them was that general one info@hugewin.com and then they said supervisor has access to that email. I already had my doubts because it looked too general, but either they don't have a specific emailaddress for the supervisor, or they just don't want to give it to me. I even included terms as "to management" and "to a supervisor" in the subject of the emails, but also those left unaswered. They were not even addressed by a general CS member, just completely ignored.

To be fair, it might be read [past tense] by the supervisor, and they're in the general agreement about the arbing and deemed that given the team had explained several times about it, the SPV decided to not responding to it as it'll just give generally similar message.

Anyway, I came to them during that third chat session with an offer if they perhaps want to get this escalated to AG, where they can provide proof of arbing freely and they assured me that the proof was given by their provider, but all the same, they'll look into it more. So, hopefully we are not repeating the same loop.

I'll ping them again next week [kindly remind me, Thursday] to catch up with their findings upon looking more into it and/if they've decde to agree to take it to AG where the proof can be shown and we can get things movinAs

The whole discussion is not even about the arbing anymore for me. Even though I was not arbing and I disagree with their assessment, all I ask for is to get my deposits back. As lame as it is, I can live with them voiding my winnings, which amount to roughly $1200. I just want my deposits refunded, because they only refunded 1 out of my 3 deposits. Next to that, they are illegally accepting customers from Germany, because on their license seal is listed that their licence is not valid for accepting German customers (and they are also illegally accepting other countries such as Austria, France, Spain, UK, Netherlands). It's not that I knowingly signed up from a forbidden country btw, I asked in their livechat before joining if they accept Germany (and I double checked their terms) and I was told yes (have a screenshot of that). So aside from the fact that via that way a refund of the deposits is suitable, they should also refund my deposits if they deem my bets are arbitrage bets. As you can see in the screenshot you posted in this thread on Feb 21st they list "Betting Company may decide to refuse payments and declare all bets on such events invalid".
That is literaly all I'm asking for, have my deposits returned.

[holydarkness]

To be fair, it might be read [past tense] by the supervisor, and they're in the general agreement about the arbing and deemed that given the team had explained several times about it, the SPV decided to not responding to it as it'll just give generally similar message.

Anyway, I came to them during that third chat session with an offer if they perhaps want to get this escalated to AG, where they can provide proof of arbing freely and they assured me that the proof was given by their provider, but all the same, they'll look into it more. So, hopefully we are not repeating the same loop.

I'll ping them again next week [kindly remind me, Thursday] to catch up with their findings upon looking more into it and/if they've decde to agree to take it to AG where the proof can be shown and we can get things movinAs

The whole discussion is not even about the arbing anymore for me. Even though I was not arbing and I disagree with their assessment, all I ask for is to get my deposits back. As lame as it is, I can live with them voiding my winnings, which amount to roughly $1200. I just want my deposits refunded, because they only refunded 1 out of my 3 deposits. Next to that, they are illegally accepting customers from Germany, because on their license seal is listed that their licence is not valid for accepting German customers (and they are also illegally accepting other countries such as Austria, France, Spain, UK, Netherlands). It's not that I knowingly signed up from a forbidden country btw, I asked in their livechat before joining if they accept Germany (and I double checked their terms) and I was told yes (have a screenshot of that). So aside from the fact that via that way a refund of the deposits is suitable, they should also refund my deposits if they deem my bets are arbitrage bets. As you can see in the screenshot you posted in this thread on Feb 21st they list "Betting Company may decide to refuse payments and declare all bets on such events invalid".
That is literaly all I'm asking for, have my deposits returned.

I see.

Correct me if I am wrong, but the amount "due" are 3,874 USD and 3,854 USD, bringing us to a grand total of 7,730 USD, from the total deposit? And this is what you seek? Though I can see that their ToS said that in case of arbing, they're entitled to void the bets in question, I can't see that the ToS cover a point where they'll also be entitled to confiscate funds.

If I may ask in order to find a common ground, though, what is the approximate amount of fund left in your account, if we deduct the winning and cancel the bets? You mentioned that you experienced some loses, so I figure that the total fund you had in your account doesn't directly translated as the total fund being deposited.

[Flexie80]

To be fair, it might be read [past tense] by the supervisor, and they're in the general agreement about the arbing and deemed that given the team had explained several times about it, the SPV decided to not responding to it as it'll just give generally similar message.

Anyway, I came to them during that third chat session with an offer if they perhaps want to get this escalated to AG, where they can provide proof of arbing freely and they assured me that the proof was given by their provider, but all the same, they'll look into it more. So, hopefully we are not repeating the same loop.

I'll ping them again next week [kindly remind me, Thursday] to catch up with their findings upon looking more into it and/if they've decde to agree to take it to AG where the proof can be shown and we can get things movinAs

The whole discussion is not even about the arbing anymore for me. Even though I was not arbing and I disagree with their assessment, all I ask for is to get my deposits back. As lame as it is, I can live with them voiding my winnings, which amount to roughly $1200. I just want my deposits refunded, because they only refunded 1 out of my 3 deposits. Next to that, they are illegally accepting customers from Germany, because on their license seal is listed that their licence is not valid for accepting German customers (and they are also illegally accepting other countries such as Austria, France, Spain, UK, Netherlands). It's not that I knowingly signed up from a forbidden country btw, I asked in their livechat before joining if they accept Germany (and I double checked their terms) and I was told yes (have a screenshot of that). So aside from the fact that via that way a refund of the deposits is suitable, they should also refund my deposits if they deem my bets are arbitrage bets. As you can see in the screenshot you posted in this thread on Feb 21st they list "Betting Company may decide to refuse payments and declare all bets on such events invalid".
That is literaly all I'm asking for, have my deposits returned.

I see.

Correct me if I am wrong, but the amount "due" are 3,874 USD and 3,854 USD, bringing us to a grand total of 7,730 USD, from the total deposit? And this is what you seek? Though I can see that their ToS said that in case of arbing, they're entitled to void the bets in question, I can't see that the ToS cover a point where they'll also be entitled to confiscate funds.

If I may ask in order to find a common ground, though, what is the approximate amount of fund left in your account, if we deduct the winning and cancel the bets? You mentioned that you experienced some loses, so I figure that the total fund you had in your account doesn't directly translated as the total fund being deposited.

It's all written in the OP: I deposited $10,790 (over 3 deposits) and my balance was $12.052 when I requested my first withdrawal (so I was up $1262). Then couple hours later I logged back in to check if it was processed already and saw a manual deduction and only my original 3rd deposit value of $3856 was left in the account, which I withdrew immediately so my balance now is $0. I obviously don't have a desire to play anymore so all I want is my other 2 deposits refunded too ($3060 and $3874, so a total of $6934). That is, according to their terms and to any logic reasoning, what they should give me back in case of judging that I was doing arbitrage style. Their thinking however seems to be that my lost bets are considered not arbing, and my won bets are. That is pathetic and totally unfair.

[holydarkness]

I see.

Correct me if I am wrong, but the amount "due" are 3,874 USD and 3,854 USD, bringing us to a grand total of 7,730 USD, from the total deposit? And this is what you seek? Though I can see that their ToS said that in case of arbing, they're entitled to void the bets in question, I can't see that the ToS cover a point where they'll also be entitled to confiscate funds.

If I may ask in order to find a common ground, though, what is the approximate amount of fund left in your account, if we deduct the winning and cancel the bets? You mentioned that you experienced some loses, so I figure that the total fund you had in your account doesn't directly translated as the total fund being deposited.

It's all written in the OP: I deposited $10,790 (over 3 deposits) and my balance was $12.052 when I requested my first withdrawal (so I was up $1262). Then couple hours later I logged back in to check if it was processed already and saw a manual deduction and only my original 3rd deposit value of $3856 was left in the account, which I withdrew immediately so my balance now is $0. I obviously don't have a desire to play anymore so all I want is my other 2 deposits refunded too ($3060 and $3874, so a total of $6934). That is, according to their terms and to any logic reasoning, what they should give me back in case of judging that I was doing arbitrage style. Their thinking however seems to be that my lost bets are considered not arbing, and my won bets are. That is pathetic and totally unfair.

Yes, I've read that. But I also read the screenshot of the conversation with their live support where they explained that you've "exhausted" your two deposits through losses. Hence my mixed understanding and confusion, and I assume that the final amount written in your post is the result of your last deposit [perhaps with what remains from the first two] and win big on Superbowl through that third deposit.

Help me understand this so I can communicate the situation better with their team?

[Flexie80]

I see.

Correct me if I am wrong, but the amount "due" are 3,874 USD and 3,854 USD, bringing us to a grand total of 7,730 USD, from the total deposit? And this is what you seek? Though I can see that their ToS said that in case of arbing, they're entitled to void the bets in question, I can't see that the ToS cover a point where they'll also be entitled to confiscate funds.

If I may ask in order to find a common ground, though, what is the approximate amount of fund left in your account, if we deduct the winning and cancel the bets? You mentioned that you experienced some loses, so I figure that the total fund you had in your account doesn't directly translated as the total fund being deposited.

It's all written in the OP: I deposited $10,790 (over 3 deposits) and my balance was $12.052 when I requested my first withdrawal (so I was up $1262). Then couple hours later I logged back in to check if it was processed already and saw a manual deduction and only my original 3rd deposit value of $3856 was left in the account, which I withdrew immediately so my balance now is $0. I obviously don't have a desire to play anymore so all I want is my other 2 deposits refunded too ($3060 and $3874, so a total of $6934). That is, according to their terms and to any logic reasoning, what they should give me back in case of judging that I was doing arbitrage style. Their thinking however seems to be that my lost bets are considered not arbing, and my won bets are. That is pathetic and totally unfair.

Yes, I've read that. But I also read the screenshot of the conversation with their live support where they explained that you've "exhausted" your two deposits through losses. Hence my mixed understanding and confusion, and I assume that the final amount written in your post is the result of your last deposit [perhaps with what remains from the first two] and win big on Superbowl through that third deposit.

Help me understand this so I can communicate the situation better with their team?

My first 2 deposits were lost, with the exact same betting strategy of betting on above market odds in NBA. It can be called value betting, they call it arbitrage betting. But it's only arbitrage if you also cover the bet on the other side and I never did that, hence it's in my opinion not arbitrage betting. But that discussion aside, if they judge my winning bets (not on the superbowl btw, those were on NBA games mostly in the superbowl weekend) to be arbitrage bets (or value bets as I would rather call it) then they should judge my losing bets as that too. Its super unfair to just swallow up my lost bets made with my first 2 deposits, and then start their voiding only when I go on a winning run.
There are 2 scenarios:
1) They, by mistake, only showed my winning bets (starting from my 3rd deposit) to their odds provider for checking. The odds provider then considered them value/arbitrage bets and therefore those bets were void. They honestly forgot to also show my bets placed with the first 2 deposits. In that case, all they need to do now is also show those bets made with my first 2 deposits to their odds provider, and they will certainly judge those were arbitrage bets too.
2) They had evil intentions from the start and knew damn well that I used the same betting strategy from signup and just thought "let's grab those losses from his first 2 deposits anyway" and then only show the winning bets after the 3rd deposit to our odds provider to judge.

All I'm asking is to have their odds provider (which is a respectable one, the same as Sportsbet.io uses) have a look at the bets made with my first 2 deposits too.
If they can show me a document with an explanation per bet (I only had about 20 bets in total so not a lot of work) on why that bet is considered an arbitrage bet yes or no, then I will accept whatever comes out of it, even if it means the odds provider really considers all my lost bets to be not arbitrage bets. But it does have to be a true document coming from their odds provider, not just a document made up by Hugewin.
That's how confident I am about knowing my betting style was the same all the way from signup till the end.

[holydarkness]

My first 2 deposits were lost, with the exact same betting strategy of betting on above market odds in NBA. It can be called value betting, they call it arbitrage betting. But it's only arbitrage if you also cover the bet on the other side and I never did that, hence it's in my opinion not arbitrage betting. But that discussion aside, if they judge my winning bets (not on the superbowl btw, those were on NBA games mostly in the superbowl weekend) to be arbitrage bets (or value bets as I would rather call it) then they should judge my losing bets as that too. Its super unfair to just swallow up my lost bets made with my first 2 deposits, and then start their voiding only when I go on a winning run.
There are 2 scenarios:
1) They, by mistake, only showed my winning bets (starting from my 3rd deposit) to their odds provider for checking. The odds provider then considered them value/arbitrage bets and therefore those bets were void. They honestly forgot to also show my bets placed with the first 2 deposits. In that case, all they need to do now is also show those bets made with my first 2 deposits to their odds provider, and they will certainly judge those were arbitrage bets too.
2) They had evil intentions from the start and knew damn well that I used the same betting strategy from signup and just thought "let's grab those losses from his first 2 deposits anyway" and then only show the winning bets after the 3rd deposit to our odds provider to judge.

All I'm asking is to have their odds provider (which is a respectable one, the same as Sportsbet.io uses) have a look at the bets made with my first 2 deposits too.
If they can show me a document with an explanation per bet (I only had about 20 bets in total so not a lot of work) on why that bet is considered an arbitrage bet yes or no, then I will accept whatever comes out of it, even if it means the odds provider really considers all my lost bets to be not arbitrage bets. But it does have to be a true document coming from their odds provider, not just a document made up by Hugewin.
That's how confident I am about knowing my betting style was the same all the way from signup till the end.

Summarized, since you utilize the same betting strategy, and they argue that your latest winnings were of an arbitrage betting, if your winnings are voided, so the other bets should also be voided due to the same principle: you use the exact same betting strategy.

And to be clear, you're not arbing, rather you put your bets on value bet?

[Flexie80]

My first 2 deposits were lost, with the exact same betting strategy of betting on above market odds in NBA. It can be called value betting, they call it arbitrage betting. But it's only arbitrage if you also cover the bet on the other side and I never did that, hence it's in my opinion not arbitrage betting. But that discussion aside, if they judge my winning bets (not on the superbowl btw, those were on NBA games mostly in the superbowl weekend) to be arbitrage bets (or value bets as I would rather call it) then they should judge my losing bets as that too. Its super unfair to just swallow up my lost bets made with my first 2 deposits, and then start their voiding only when I go on a winning run.
There are 2 scenarios:
1) They, by mistake, only showed my winning bets (starting from my 3rd deposit) to their odds provider for checking. The odds provider then considered them value/arbitrage bets and therefore those bets were void. They honestly forgot to also show my bets placed with the first 2 deposits. In that case, all they need to do now is also show those bets made with my first 2 deposits to their odds provider, and they will certainly judge those were arbitrage bets too.
2) They had evil intentions from the start and knew damn well that I used the same betting strategy from signup and just thought "let's grab those losses from his first 2 deposits anyway" and then only show the winning bets after the 3rd deposit to our odds provider to judge.

All I'm asking is to have their odds provider (which is a respectable one, the same as Sportsbet.io uses) have a look at the bets made with my first 2 deposits too.
If they can show me a document with an explanation per bet (I only had about 20 bets in total so not a lot of work) on why that bet is considered an arbitrage bmet yes or no, then I will accept whatever comes out of it, even if it means the odds provider really considers all my lost bets to be not arbitrage bets. But it does have to be ay
That's how confident I am about knowing my betting style was the same all the way from signup till the end.

Summarized, since you utilize the same betting strategy, and they argue that your latest winnings were of an arbitrage betting, if your winnings are voided, so the other bets should also be voided due to the same principle: you use the exact same betting strategy.

And to be clear, you're not arbing, rather you put your bets on value bet?

Exactly right. That is a good summary. Any experienced trader (which their odds provider will certainly have) will categorize all my bets as the same style.
Hugewin (sadly) has the right to void my bets, but it has to be ALL bets, meaning I get back the deposit values.

[holydarkness]

Exactly right. That is a good summary. Any experienced trader (which their odds provider will certainly have) will categorize all my bets as the same style.
Hugewin (sadly) has the right to void my bets, but it has to be ALL bets, meaning I get back the deposit values.

I see. Let me try to reach them again, tomorrow, as my hand is quite full today, asking if they could perhaps settle with returning your total deposit instead of only your last one, amounted 7,730 USD, since basically the bets are voided, not the fund being confiscated. And that you're more than ready to settle with this number.

[Flexie80]

Exactly right. That is a good summary. Any experienced trader (which their odds provider will certainly have) will categorize all my bets as the same style.
Hugewin (sadly) has the right to void my bets, but it has to be ALL bets, meaning I get back the deposit values.

I see. Let me try to reach them again, tomorrow, as my hand is quite full today, asking if they could perhaps settle with returning your total deposit instead of only your last one, amounted 7,730 USD, since basically the bets are voided, not the fund being confiscated. And that you're more than ready to settle with this number.

Actually, less. All I need is to have my first 2 deposits refunded too ($3060 and $3874, so a total of $6934). If they credit that back then I won't take any further steps.

[MegaAkker]

I have also gone into the livechat for you, and I was told management would be alerted and they would act on it soon. For what it's worth ofcourse, because I understand this is what was told to you and holydarkness several times also.

Their quote from livechat:

The problem has been submitted and it will be handled in a proper way all you have to do is just to wait, the problem is on check

[Flexie80]

This whole situation is getting so frustrating.....still zero emails, zero solution. They have just taken my deposits and are making no effort into solving this, despite their promises.
I have never experienced such treatment from a casino/sportsbook before!

@holydarkness can you please go into livechat one more time? It seems you are the only one getting their real attention.

[Flexie80]

Just had another hopeless chat session in which the maximum I could get out of them was the usual "I have forwarded your issue to the relevant department they are looking into it."
They are just keeping me in a loop, it's is incredibly frustrating
Absolutely rediculous that a company like this is allowed to operate.