I have been chasing my withdrawal of £6500. I had been asked upon withdrawal to send over proof of verification so they first asked me to send over my payslip which I did and they approved on the 21st of March 2025 I was asked for my bank statements which I sent on the 26th of March march 2025 it clearly states when you upload this document that it takes typically up to 48 hours and a maximum of seven working days.
Every time I contact the team they just give me generic answers and have now resorted to saying that there is no specific timeframe I mentioned so that means it could be a year or 10 years to which they replied. It depends on the teams workload the fact that they asked me for these documents in bits as opposed to asking me all in one go it would have been so much easier than to make it even more frustrating when I emailed them.
They say they have the documents and are working on it when I go onto the live chat until the documents are not uploaded and I have to re-upload them which I’ve done about three times now via emails on the website, funny enough when I was told to re-upload them through no fault of my own as they had confirmed, they already have this by email and not to worry I was then told I could potentially be put to the bottom of the queue because it’s from the upload date.
I have raised a complaint. I speak to the agents every day and just keep getting generic answers and they clearly do not care one bit. It’s literally a copy and paste job they’ve said they’ve contacted the verification team several times and they are literally refusing to help and I’ve just been told it is what it is and it can take however time they need but in their conditions it clearly states 48 hours and below being the minimum and seven days being the maximum it’s also interesting that they only asked for this information when I withdrew my funds I have been with them for almost 3 years and in the past I have verified my ID and what not with no issues in fact they approved my ID proof of address and source of wealth within two working days but the bank statement it just seems to be the most upsetting back-and-forth.
All I’ve asked them is to just kindly reach out to the team for someone to have a look as they have already passed the designated timeframe but I no one wants to take initiative at all. I mentioned I am a loyal customer and it’s easier for just somebody to have a look at the emails because the support team do not know what’s going on and the verification team are not allowed to talk to customers and neither our managers which I find really bizarre so all they have to do to resolve this complaint is look at the final document they requested it’s very simple what they requested two months worth of bank statements which I’ve already shared and they should enable them to just approve my withdrawal.
They should’ve said at the very start there is no specified time for us to verify these documents but it clearly states 48 hours to 7 days and I known this is how long it takes I would’ve gone with another provider that is more proactive and polite to their customers. In fact the chat agents at 32 red casino are incredibly rude and not helpful at all.
I would just like my withdrawal approved and paid and my documents verified which is not a big deal because it’s only the last document they requested. The only delay is they have not reviewed my documents and I'm sure if they do this matter is easily resolved.
I spoke to someone there yesterday was told 24 hours and they made a mistake by uploading it to uni bet not 32 red now i called today and some chap was so so rude and said no matter how much i call it will be done when its done in the que and i was misinformed about the 24 hours.
I have raised complaints and they do literally nothing and do not care!! All they have to do is look at it, they hide this verification team like they are Gods.
Every time I contact the team they just give me generic answers and have now resorted to saying that there is no specific timeframe I mentioned so that means it could be a year or 10 years to which they replied. It depends on the teams workload the fact that they asked me for these documents in bits as opposed to asking me all in one go it would have been so much easier than to make it even more frustrating when I emailed them.
They say they have the documents and are working on it when I go onto the live chat until the documents are not uploaded and I have to re-upload them which I’ve done about three times now via emails on the website, funny enough when I was told to re-upload them through no fault of my own as they had confirmed, they already have this by email and not to worry I was then told I could potentially be put to the bottom of the queue because it’s from the upload date.
I have raised a complaint. I speak to the agents every day and just keep getting generic answers and they clearly do not care one bit. It’s literally a copy and paste job they’ve said they’ve contacted the verification team several times and they are literally refusing to help and I’ve just been told it is what it is and it can take however time they need but in their conditions it clearly states 48 hours and below being the minimum and seven days being the maximum it’s also interesting that they only asked for this information when I withdrew my funds I have been with them for almost 3 years and in the past I have verified my ID and what not with no issues in fact they approved my ID proof of address and source of wealth within two working days but the bank statement it just seems to be the most upsetting back-and-forth.
All I’ve asked them is to just kindly reach out to the team for someone to have a look as they have already passed the designated timeframe but I no one wants to take initiative at all. I mentioned I am a loyal customer and it’s easier for just somebody to have a look at the emails because the support team do not know what’s going on and the verification team are not allowed to talk to customers and neither our managers which I find really bizarre so all they have to do to resolve this complaint is look at the final document they requested it’s very simple what they requested two months worth of bank statements which I’ve already shared and they should enable them to just approve my withdrawal.
They should’ve said at the very start there is no specified time for us to verify these documents but it clearly states 48 hours to 7 days and I known this is how long it takes I would’ve gone with another provider that is more proactive and polite to their customers. In fact the chat agents at 32 red casino are incredibly rude and not helpful at all.
I would just like my withdrawal approved and paid and my documents verified which is not a big deal because it’s only the last document they requested. The only delay is they have not reviewed my documents and I'm sure if they do this matter is easily resolved.
I spoke to someone there yesterday was told 24 hours and they made a mistake by uploading it to uni bet not 32 red now i called today and some chap was so so rude and said no matter how much i call it will be done when its done in the que and i was misinformed about the 24 hours.
I have raised complaints and they do literally nothing and do not care!! All they have to do is look at it, they hide this verification team like they are Gods.
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