Hi Michael,
Its David from Thebes Casino here. As I stated on the forum at noluckneeded I am very sorry to hear about your terrible experience at our casino. You were informed that you needed to make a deposit in order to make a withdrawal which is definitely not the case at our casino. I went through the chatlogs and did not actually see your withdrawal request nor did I see a complaint so I did not realise anything was wrong till I noticed your post on Noluckneeded.
You were definitely misinformed and I take full responsibility for this and would like to solve this issue in a way that is satisfactory for you. I have requested the exact details from the head of support and am just waiting to hear back. In the meantime please feel free to contact me and provide me with any information which you think maybe relevant.
Once again I am very sorry about this mistake and will make sure that it is resolved.
Best Regards
David
my response
Well david,thanks for informing me now!However this makes little difference now because i spent the bonus money thinking it was play money....not thinking it would ever be able to cash out! this to me was very unfair considering I had worked the bonus money upto 6000+ dollars.I even made a deposit in good faith after your operator informed me that was all i had to do.after i did that i called again and then she informed me i had to play an additional 12x my deposit in order to withdraw the bonus money.I was shocked at this and of course i never made that playthrough.I was then informed by your operator that i would have to make an additional deposit and playthrough another 12x plus finish up the other 12x on the previous deposit.I was again shocked and dissapointed.I lost all faith in your casino over this matter and have not since deposited because of this......If you are willing to compensate me for this that would definately renew my faith in your casino.I wait to hear your reply.
one more thing david....i was informed on the phone that if i made a request for withdrawal before my id was recieved my bonus money would be forfited.i sent in all the ness documents and I was Never informed that they recieved them...I even sent them to two different depts.I also could NOT make a request for withdrawal as the money was never put onto my REAL acct.Your software system does not allow withdrawal requests unless it is in your real acct.The bonus money was never removed from the bonus account.Also i was even told via chat to stop playing my bonus money from neno.....this puzzled me even further.Why would you ever be told to stop playing.You asked how we can resolve this,well I initally expected to get 500 dollars from the bonus money that i won....which was at the point where neno told me to stop playing.that was also the point into which i started calling and subsequently made the deposits and was informed of all the playthrough i would have to make.The 500 bucks would be nice and i promise to update noluckneeded on all your hard work to resolve this issue.thank you again David.
his reply
First of all thanks for getting back to me. Ill keep it short
It was our mistake and you are entirely correct you deserve the $500. I will personally make sure that you get it payed out, Let me get in touch with finance and support tomorrow to finalise this and I will get back to you to confirm.
the story continues....im getting exited now.I would say this is a casino that wants to make things right.Good for them wouldnt you say?
