Piotr

Zero compassion for when someone gets taken into hospital under emergency and will still demand payments despite being informed of what's happened every step of the way with plenty of notice. The manager is loud and obnoxious, putting it into an image, imagine all the strange kids at school multiply them together and you get an indication of what this guy is like. Rogue traders would be proud to catch this fish. After speaking to the obnoxious man mentioned above we saw no reasoning, no morality. I said we could understand being charge the following day or two, due to late notice of not being able to cover work, but to charge for well over a week when my nan was gravely ill in hospital is beyond immoral. Needless to say, I swiftly informed him if that' the card he wanted to play, we will transfer my nan's care (as a customer paying £175 a week I might add) to a company who deserves it more.

Had some great wins, once verification was done my withdrawals are almost instant. They do take a day or two to reach my bank but it’s done instantly on the casino.

All in all I don’t see why this casino has been getting such negative reviews because I hand on heart have had an excellent experience with Pokerstars.

They do not reply to emails. They closed my account seconds after taking a deposit of £100 and will not refund it. They money was never even used.
Move spent days emailing various department and get no reply. I then spoke to live chat who don’t give any help. I had a phone call from the most obnoxious idiot known to man, who’s advice was to call the police!

It’s a contractual matter. You took my money, didn’t allow me to use it and now will not refund it! Just refund my money and keep the account closed I don’t care, but I was my money back.

Worst experience I’ve ever had in my life and their staff are not educated in the slightest:

We are appalled and still cannot contact anyone. Our first holiday was cancelled no problem; we used the credit note and re-booked. Everything was confirmed for 10 days in a private villa in Tenerife so we don’t spread the virus etc.

Got the letters confirming the 10 days, but now starts the confusion. Yesterday we also received letters saying our “2 day” holiday to Tenerife was all booked and confirmed!!! Who the hell would pay £3400 for 2 days In Tenerife?? I can’t speak to anyone to sort it and we are worried whether our actual real holiday with confirmed paperwork is still happening??

We would like for the money to just be refunded because we are sick of the uncertainty right now. We have all agreed (as it’s booking of 5) we should probably try find another company to do our holiday with. Whoever the rep on here is I need an urgent reply.

The booking if under the name of Lee-Ann Wilson, although I am the person who is dealing with this matter as she is not very computer savvy.

***UPDATE***
Happy to say the matter has now been sorted. The customer service manager Anthony was excellent and helped resolve the issue and the winnings have now been paid.



I’m really upset and disheartened to be honest. After initially writing a glowing review for this casino I am now left with no choice but to amend my statement.

I already verified my account and have made multiple withdrawals over the course of a month. I play only for fun because I can afford it and so played again, spent a few hundred quid and then won £1500, so about 800 up. Tried to withdraw and this time it’s stuck on pending for days. They asked for more documents even though I was supposedly verified. So I sent in the extra documents and waiting again more days for the documents to be reviewed. Then they needed another document. So I sent this and decided to speak to customer service.

One agent tells me the documents have been accepted and withdrawal should be processed soon...wasn’t the case, I waited and nothing changed, still pending. So I speak to customer service multiple more times only to be told it’s a priority and will be reviewed soon. I was hoping to get my winnings quickly as all the other withdrawals were super fast. Feels like they are deliberately just delaying it now.

Customer service are friendly that much is true but they cannot give answers other than they will contact me when they have an answer. Surely it doesn’t take days to check documents and process a withdrawal when the account was already active over the course of a month. Also, why is it that when dealing with queries you go back to the end of the queue instead of actually finishing a query until it’s completion?

I will update my review once the winnings are processed and I know it’s not some tactic to find ways to delay or not pay. So disappointed because this had become one of my favourite casinos. It’s making me reluctant to use them again after this.

Today more hassle. They needed other copies of my ID saying the other were not clear, plus a new photo of me holding my passport because they needed to be 100% sure it was me (not withstanding I’ve been verified already and playing a month!). To say that I am frustrated at this point is an understatement.

Hands down the best casino in the UK. Great games, fast payouts and I have won big wins on their megaways slots, over £8,000 in a couple of weeks. Never had this much luck on any other casino. Love it! Very happy customer.

I actually really like this casino. Easy way for me to get in football and I love the megaways slot selections.

Managed to win £1000 and withdrawal confirmed quickly during business hours anyway.

Overall happy. UI could be slightly more appealing but other than that I rate these highly!