Ellie: Hi, you're speaking to Ellie. How may I help you?
Me: Hello
Me: Why can't I bet anymore?
Ellie: Hello.
Me: I see max stake is 0.00
Me: On any bet
Ellie: I will need to verify your account in compliance with our standard procedures. To do this, I will ask you some questions regarding your account.
Ellie: Can I please have your date of birth and first pet's name?
Me: xx xx xx
Me: xxxxx
Ellie: Thank you for verifying all those details.
Ellie: I will investigate your query. Kindly give me 3-5 minutes.
Ellie: Thank you for waiting. We have checked your account and can confirm that your bet staking levels have been reduced as result of a trading decision.
Me: But it been reduced to 0.00
Me: I have a bonus , I can't even bet with it because any bet I try will exceed the max limit which is set to 0.00 €
Marian Galie: I never heard of limiting an account to 0 € max stake
Ellie: In order to verify the exact reason for this and to have more information on that matter, we will escalate it to our trading department.
Ellie: May I have your contact number for them to discuss this matter with you?
Me: I already have the contact number set in my account page
Ellie: Can you confirm that our relevant department can contact you on this number +xxxxxxxxx?
Me: Yes
Ellie: Okay. Thank you for that information. We will need to forward this to our relevant department. Kindly wait for their call.
Ellie: Do you still need help with anything?
Me: When will they call?
Me: I am asking this because I will have to go out now
Ellie: Unfortunately, we do not have the specific time for that.
Me: Will they call today?
Ellie: May I know your preferred time so I can also tell them about it?
Me: Tomorrow morning
Me: after 10 o clock GMT
Ellie: Thank you for that information.
Ellie: We will let them know about it.