RESOLVED: Casino Cromwell - Being Ignored and No Support available.

I joined casino Cromwell over 6 months ago and took their no deposit sign up 10-euro free bonus. The wagering for the bonus was set x10 according to the bonus section under my profile which was not bad.

After registration the bonus was credited immediately. A few hours later I completed wagering and wanted to contact support of find out about the withdrawal process.

Support is never online as in ever. They do not respond to email, up until a few weeks ago I saw my emails started bouncing back whenever I emailed them. I eventually got hold of live chat and then they said I have not wagered enough. I had to wager my sign-up bonus x20. I was arguing with support and they cut me off. I decided to wager the additional 100 euro and completed that wagering as well.

According to their terms you can cash out x10 the bonus amount. I did not see the option to withdraw to e-wallet as only wire transfer was available. I manage to get support again on live chat finally a few days later and she said I can request a withdrawal. I went through the withdrawal wire transfer process of entering my details etc. After entering all the information, I saw they charge 37-euro processing fee for withdrawal, support told me e-wallet withdrawal are not available at all (Which is bad). The page just redirects to the home page whenever I submit a withdrawal.

I have 120 euros in my account over a few months and the withdrawal process does not work. Support keep on telling me they will get back to me or they will speak to the team or I should email them, although I explained my emails bounce back, still no feedback and support blatantly ignored me. I am pissed of going through all the hoops of completed wagering and nothing can be done with my withdrawal nor does anyone get back to me.

I even have login issues, I request a forgot password a few times nad still no email to reset my password. Only 2 out of 10 things work on this website - Playing Games and Depositing(I guess)

Please help me withdraw my 100 euro from the freebie.

Username : Fiekie247

Balance after wagering

Hi Fiekie247, thanks for providing your casino username. We will notify the Casino Representative regarding your case. Keep you posted. 

Hi Fiekie,

As I have mentioned, we are investigating the matter.

The moment I have feedback I will revert.

Kind regards,

Hi Fiekie,

As previously mentioned, I do apologise for you having this experience at the casino.

Kindly note that your matter has been escalated and they are investigating the matter.

I appreciate your patience in this matter.

Kind regards,

How long do I need to wait?

You said you would investigate 2 weeks ago and still no feedback?

So is there a turn around time?

I received spammy emails regarding this casino offering 10 EUR free no deposit but I never trust them so I never took their offer. If the support is this bad, no matter how great their offers are, I definitely will never play there. No sir, I do not want the headache. Good luck with the payout sir.

Hi Fiekie, just an update that we have sent a reminder to the Casino Rep regarding your case. Keep you posted. 

So I received this update from Adele since I asked her for an update via PM

Hi Fiekie,

Feedback as received:

The terms and conditions has been broken when you played roulette.

Also you haven't made any deposits so there is no deposit since you didnt make any deposits.

 Kindly let me know if there is any other feedbback you require.

I never touched ROULETTE at all. I am a slots player and completed wagering on betsoft slots, mostly Fire and Steel and the Angler slot to be specific. I dont ever touch table games.

I do not want any deposits back since I have not made any deposits.

All I want : I signed up and got 10 euro free. I completed wagering. I just want to withdraw my 100 euro max cashout from the freebie sign up bonus after I completed wagering. That is what I want. So I have 110 euro in my account currently and my account is not accesible. so please can I withdraw my 100 euro from the freebie, since I complete wagering?

@Adele - please send us gameplay stats, with thsi evidence we can then determine if roulette was played or not.

So Adele send me the stats. I know I do not play routelle and I played from mobile. However I cannot understand how I can be game in on roulette and game in on 2 other slots as well.

I know I played the Angler and Fire and Steal to complete wagering. As you can see, I am game "IN" and Immediately game "OUT" for fire and steel and the angler.

However with the other Roulette I am game in with Roulette and other slots at the same time, how is that even possible.

I know I did not play roulette and I hardly understand it. Those results are not accurate and I believe they were manipulated. Since I have been kicked out of my account randomly during my wagering period.

This is really BS

Please also send the bets history for the Roulette and the game in between please?

I do not understand how I am Also Roulette "IN" twice and then Roulette once "OUT"

@Fiekie -  We have received an update from Adele regarding your case and we have been shown the evidence of your multiple accounts opened at this casino. In other words, the information provided indicates the breach of their Terms and Conditions. 

Hi Tania,

What Multiple accounts? I  only opened 1 account with them? email : [email protected] and username : Fiekie247

 What other accounts are there? I do not have any other email I use for casinos.

Really beyond me, I mean I am not stupid enough to open multiple account and then complain about it... My knowledge about gambling is sufficient to avoid breaching of terms 99% of the time.

@Fiekie247 - the evidence shows 2 accounts, one is with email [email protected] and both accounts have same IP address.

Ok