The gaming company Expekt failure to follow good practice

Complaint - Expekt
Expekt failed to warn its Swedish customers with the simple announcement that Expekt.com will no longer be available for Swedish residents as of January 1, 2019. The reason is that Swedish customers can only play at Expekt.se and in Swedish currency (SEK) since the turn of the year. Due to this situation, a new verification process for a Swedish Expekt customer has occurred. Briefly. The Swedish customer in question has had an EUR account with Expekt.com and has not received its balance transferred to Expekt.se. The customer claim that Expekt Live support promised on several occasions to forward the case to the right department, but he received an answer from Expekt only at the last occasion. Expekt also has no telephone support, which could have facilitated the situation.

The customer had previously made transactions/deposits/withdrawals through E-wallet Skrill and the account had previously also been fully verified. One of the questions the customer asked Expekt Live support 1) Why has the balance not been transferred to my Swedish Expekt account? and made a clarification that otherwise he wanted to get the balance sent to his Skrill account. The customer then received an email from expekt where they demanded a new verification process in order to send the money to the customer's "bank account".
 

Hi, Thanks for contacting us.
The idea of ​​opening Expekt.se was that old data and balance would be transferred from Expekt.com. This has not happened in your case when the currency is changed from Euro to SEK. Instead, the balance needs to be paid out to your bank account manually and to do this we first need to verify your bank account. Manual outlets for Skrill are not made, unfortunately. We regret that information was not clearer about this earlier, we must take the criticism to us and look ahead. The remaining balance can be paid to your bank account so you provided us with a bank statement showing; your name, bank name, and logo, date (not older than 3 months), IBAN and BIC / SWIFT. You can send this to documents@expekt.com from your registered email at Expekt so that they can be linked to your account. We wish you a pleasant evening and you are most welcome to contact us again if you have any questions or concerns.

Sincerely,
Expekt Customer Service