Last Monday i made a withdrawal from Roxy Palace Casino. My account has been fully verified with documents and i have withdrawn from there a number of times previously.
I was advised on Thursday that they had been trying to contact me by phone but as i hadn't answered they stopped my withdrawal pending phone verification(whatever this is??? Apparently they think that talking to someone on a phone is some form of identity verification, and is so important that it overrides the fact they have my License and documents????? lol someone is giving them very poor advice). I explained to them that i work as a professional and do long hours so i dont answer blocked numbers ever. I then requested details of the Term or Condition that says they can withhold my funds when i have provided all my documents. They couldn't provide this. I then went on Live Chat and asked what Term or Condition they are relying on. She replied "our payments department like to bend their own rules" and couldn't provide me with a Term or Condition.
I was then advised Friday that my funds would be paid on Monday, and then i was further advised this "The good news is that your funds are now been processed and once they have been paid they will only take up to 24 hours to reach your Neteller account" yesterday. I then received another email today stating that as my phone number hasn't been verified my funds are still being withheld, so im not sure why they advised me the funds had been processed.
They say they need this for security reasons, yet the 13 deposits i made and lost in horrendous play(this is another story) in the week prior to withdrawing i was never required to verify my phone number?? I wonder why security wasn't an issue when taking my funds from Neteller???
I'm just so sick of online casinos thinking they can make up their own rules, and delay withdrawals when your account has been verified as required. Why are our withdrawals so unimportant that they can delay them for weeks at a time for nothing, and their deposits are always received instantly??
Sure, i could go on their Live Chat and make a time for them to call me, and i would of if they could of shown me a Term or Condition that gives them this right, but they haven't. And why should they think they have the right to withhold players funds when they have verified their identity already??
I was advised on Thursday that they had been trying to contact me by phone but as i hadn't answered they stopped my withdrawal pending phone verification(whatever this is??? Apparently they think that talking to someone on a phone is some form of identity verification, and is so important that it overrides the fact they have my License and documents????? lol someone is giving them very poor advice). I explained to them that i work as a professional and do long hours so i dont answer blocked numbers ever. I then requested details of the Term or Condition that says they can withhold my funds when i have provided all my documents. They couldn't provide this. I then went on Live Chat and asked what Term or Condition they are relying on. She replied "our payments department like to bend their own rules" and couldn't provide me with a Term or Condition.
I was then advised Friday that my funds would be paid on Monday, and then i was further advised this "The good news is that your funds are now been processed and once they have been paid they will only take up to 24 hours to reach your Neteller account" yesterday. I then received another email today stating that as my phone number hasn't been verified my funds are still being withheld, so im not sure why they advised me the funds had been processed.
They say they need this for security reasons, yet the 13 deposits i made and lost in horrendous play(this is another story) in the week prior to withdrawing i was never required to verify my phone number?? I wonder why security wasn't an issue when taking my funds from Neteller???
I'm just so sick of online casinos thinking they can make up their own rules, and delay withdrawals when your account has been verified as required. Why are our withdrawals so unimportant that they can delay them for weeks at a time for nothing, and their deposits are always received instantly??
Sure, i could go on their Live Chat and make a time for them to call me, and i would of if they could of shown me a Term or Condition that gives them this right, but they haven't. And why should they think they have the right to withhold players funds when they have verified their identity already??