Hazel (18.02.2023, 18:27:10): Hello Anna . How may I help you?

Anna (18.02.2023, 18:27:22): Hello Hazel. I hope You are Ok.

Anna (18.02.2023, 18:27:28): Just QuickTime
Anna (18.02.2023, 18:28:00): Can You check is any progress with my verification
account?
Hazel (18.02.2023, 18:28:05): In order to check this, can you please confirm your
full name, email address and date of birth?
Anna (18.02.2023, 18:28:19): Anna Krajewska , krajewskimieszko@[Link] 24.01.1991
Hazel (18.02.2023, 18:28:26): Thank you very much for the details provided! Please
allow me a few minutes to check this for you.
Anna (18.02.2023, 18:29:23): I arleady wait 24 hours. I sent ID card, statement
banking, certificate of marriage
Anna (18.02.2023, 18:29:31): I must wait long time ..
Hazel (18.02.2023, 18:29:52): Thank you for your patience
Hazel (18.02.2023, 18:30:32): I have checked and an update was requested by one of
my colleagues earlier today regarding the status of your account. As soon as a
resolution is provided, we will also contact you back via email.
Anna (18.02.2023, 18:30:53): Ok sp for this couple hours nothing change?
Hazel (18.02.2023, 18:31:15): We are expecting a resolution by tomorrow
Hazel (18.02.2023, 18:31:17): May I assist you with something else?
Anna (18.02.2023, 18:31:20): ID card and the rest of proof I sent yesterday.
Anna (18.02.2023, 18:31:39): Tomorrow?
Hazel (18.02.2023, 18:31:52): The documents provided were processed today, and an
update was request earlier from our internal team
Hazel (18.02.2023, 18:32:02): We will get back to you via email as soon as a
resolution is provided
Anna (18.02.2023, 18:32:18): Today Your colleague is updated. Yesterday I sent
everything via e-mail
Hazel (18.02.2023, 18:32:27): Yes, and your documents were processed today by our
team
Hazel (18.02.2023, 18:32:46): As soon as a reply has been received, we will also
contact you back via email
Hazel (18.02.2023, 18:32:55): Is there anything else I can assist you with?
Anna (18.02.2023, 18:33:50): Can You do withdraw from my account?
Anna (18.02.2023, 18:34:08): I left £96 and I need this money
Hazel (18.02.2023, 18:34:15): I am afraid that I cannot process withdrawals from my
side
Hazel (18.02.2023, 18:34:31): We are waiting for a resolution regarding your
account and withdrawal from our financial team
Hazel (18.02.2023, 18:34:55): Could you please let me know if you need the funds
for basic necessities such as food, rent, bills, etc?
Anna (18.02.2023, 18:35:42): So who can? I arleady wait 24 hours for verify so its
not Ok. When I made deposit No one dont care from Which acc is this. Ic I want
withdraw ofcourse I have problem.
Anna (18.02.2023, 18:36:35): I need this money for food
Hazel (18.02.2023, 18:37:42): I have further checked and noticed that you do not
have an available balance, nor a withdrawal pending
Anna (18.02.2023, 18:38:31): Excuse me? Before You are block my acc it was £96. I
won this money from free spins in Bomus game
Hazel (18.02.2023, 18:38:57): You have previously received a bonus of £96, which
expired on the 13th.
Hazel (18.02.2023, 18:39:03): Bonuses cannot be withdrawn
Anna (18.02.2023, 18:39:36): Yes but You are block my acc from 6th february , thats
Why I cannot withdraw
Hazel (18.02.2023, 18:39:45): The funds in question are bonus, which cannot be
withdrawn
Hazel (18.02.2023, 18:39:51): Withdrawals can be requested only for real funds
Anna (18.02.2023, 18:40:04): So what can I do with the money if I win in bonus?
Hazel (18.02.2023, 18:41:58): Based on the statement made earlier regarding needing
money for food, your account unfortunately will remain closed for a period of 6
month, due to responsible gambling reasons. We can check if the bonus can be
reactivated on your account after the 6 months period, for which the account will
remain closed. Please be advised however that the funds cannot be withdrawn
Hazel (18.02.2023, 18:42:04): As they are bonus
Hazel (18.02.2023, 18:42:07): May I assist you with something else?
Anna (18.02.2023, 18:44:42): Well is there any chance i can refund my deposit as u
blocked my account i waste mu
Anna (18.02.2023, 18:44:50): Money for No reason
Hazel (18.02.2023, 18:45:08): Since the funds were already played on our games on
the 4th of February, unfortunately no refund can be issued. As per our terms and
conditions: 6.1.11 Please be advised that our Services are consumed instantly when
playing. Thus, we cannot provide returns of goods or refunds or, subject to any
terms to the contrary, cancellation of your bets once they have been placed.
Anna (18.02.2023, 18:46:31): Well so Please unlock my acc i Will try to play
through it and earn so
Anna (18.02.2023, 18:46:35): Some cash
Hazel (18.02.2023, 18:46:38): Your account will remain closed for a period of
minimum 6 months due to the statement made earlier
Hazel (18.02.2023, 18:46:55): As part of our Responsible Gambling initiative, we
want to make sure that our players are provided with a safe environment when using
our services, and that their financial situation is not jeopardized in any way.
Hazel (18.02.2023, 18:46:59): Is there anything else I can assist you with?
Anna (18.02.2023, 18:48:06): Yes
Anna (18.02.2023, 18:49:56): How I can do refund for my deposit? Its not fair. I
make it deposit , , something left on the account. Doesnt matter I can do withdraw
or not from bonus. But is still my money there
Hazel (18.02.2023, 18:49:59): We cannot register refunds for amounts that have been
already played on our games, in accordance with section 6.1.11 from the terms and
conditions accepted upon registration: [Link]
conditions/terms-conditions
Hazel (18.02.2023, 18:50:04): If you have any other questions besides the topics we
have already covered, please advise how may I help you.
Anna (18.02.2023, 18:50:05): Can you do refund to my card?
Hazel (18.02.2023, 18:50:17): As mentioned, unfortunately no refund can be issued
since you already played the funds on our games
Hazel (18.02.2023, 18:50:20): If you have any other questions besides the topics we
have already covered, please advise how may I help you.
Anna (18.02.2023, 18:50:21): For me its fraud
Hazel (18.02.2023, 18:50:45): Please refer to section 6.1.11 from the terms and
conditions accepted upon registration: [Link]
conditions/terms-conditions
Hazel (18.02.2023, 18:50:53): If you do not have any other questions besides the
topics already covered, I am afraid I will have to close this chat. I wish you a
lovely day ahead!