All british casino- delayed withdrawal

[chezbreaks]

So I gamble..probably too much at times but I enjoy it.
Anyway signed up for new site Allbritishcasino.com.
To be honest the site I thought was great. Good selections of games. I won a few times then lost it all as I do then I did a little more and got up 2100 I thought I'd withdraw and self exclude...unfortunately I have terminal cancer so did have plans to enjoy the money with a day out this weekend with my family.. I was under the impression as I was electronically verified and still under the deposit threshold no issues should arise. Boy was I wrong.
I've been fairly used to kyc checks on sites. Usually after depositing fair amounts often. Never when I withdraw have they held my money like this.
It goes against section 17 of UKGC doesn't it. I mean they really could of asked before a certain point but yes there terms do state they can ask at any point. Fair enough.
Another point surely when self excluded they are supposed to cut ties and return players funds? Self exclusion laws?
Again I can't seem to get a straight answer on this one.
So back and forth for a few days I give in and supply my ID via email as they requested.
I supplied driving licence (front and back)
Proof of of address
They wanted a video of my banking and transactions made to them
A selfie ( this was funniest bit they wanted it without glasses I couldn't get it right I'm half blind without them I was getting my eye ball, forehead) so I sent them 10 different pictures of myself with and without hair
I know they flagged some mismatch information on my account after reviewing on trustpilot and the response I got.
Now I did inform them pretty quick I think it was due to me using my sister email address.
This was simple I bought my sisters phone. It was already set up with an email she no longer used so I took over. Nothing in this was against the terms.
However I had chat advisors mocking asking what to call me. Even though I explained several times regarding this.
They responded to me uploading my ID that it wasn't good enough and I'd have to upload through hooyu and to sign in my account. It was me that had to tell them actually I'm selfexcluded.
So they gave me a link to upload mitek.
It took me ages and multiple different items just not accepted. In the end I got there.
Then I got an email saying the video of the banking wasn't enough. It only showed a personal greeting (my name) so they wanted a more indepth viewing of my banking.
Anyone who's with nationwide there's nothing I can click on to show my name I sent multiple videos showing all options on banking...showed address, my name and how long I've been with them but again wasn't enough. They then stated they wanted PDF statements...I replied can I not just send a pic of my card?? Yes so I did that and it looked good.
This was well over 24 hours ago now.
Now it has to be manually reviewed.
Nearly 5 days after making the withdrawal.
Self exclusion hasn't got me away from the site as I'm still there everyday asking for updates and they are still holding on to the money.
Never in my life have I had this issue and I really don't need the stress. I wouldn't mind but I want to live everyday like it's my last at the moment instead of chasing these guys up.
I must admit some of.the staff are orite and quite entertaining.
Some are quite frankly rude!

 

[dunover]

@L&L-Jan ??

 

[Jono777]

Hmmm!

 

[chezbreaks]

Hmmm!

What's hmmm

 

[chezbreaks]

3 different stories in the space of minutes.

 

[Toomza]

Just to remind that if you are going through this level of scrutiny, there is valid reason for that. Unless it’s some rogue site which ABC is not

 

[chezbreaks]

There has been absolutely no reason for this amount of scrutiny like I said only thing that should be flagged was the email address after I bought my phone of my sister and the email address previously belonging to her

 

[andysbetting1187]

ive had to go through verification and EDD multiple times with ABC - never had any issues with it and always resolved fairly quickly.

if you are using your sisters email, is there anything there that could flag (e.g. she has registered to other sites with that address, or the phone number is already registered); where the deposits from your own account or your sisters?

 

[chezbreaks]

I've no idea even if she gambles who knows- good point. I didn't think of that!! We don't live at the same address although the emails connected to her name and old phone number so could maybe explain the futher checks

 

[Toomza]

I've no idea even if she gambles who knows- good point. I didn't think of that!! We don't live at the same address although the emails connected to her name and old phone number so could maybe explain

Did you even register with old phone number that belongs to your sister..?

 

[chezbreaks]

Did you even register with old phone number that belongs to your sister..?

I bought the phone off her the sim isn't contract it's pay as you go. I lost everything on my old phone. She hadn't used the phone or sim in some time. I needed something I could use instantly. (As I said I've terminal cancer so setting up all new seemed pointless when the phone will be back in her possession when I go) so yes I took over the phone number as it still had a fair amount of credit loaded and the email.
There is nothing untoward as I said I don't even know if she gambles! So It wouldn't register to not use the number I am using.
Using two phones isn't my style.
Either way if this is the cause of the delay lesson learnt on my part isn't it although it hasn't caused me an issue to date.

 

[chezbreaks]

Did you even register with old phone number that belongs to your sister..?

I also see your from Malta isn't that where ABC are from call me suspicious

 

[andysbetting1187]

Jan (the rep forABC) on here is very good - I am sure that he will look into this for you.

Out of all of the casinos in the UK, ABC are the only one that I use to gamble at - everywhere else has caused me major headaches or put stupid restirictions on my account. Probably the only casino I would recommend and their customer services staff have always been on point with me.

Yes, the EDD checks can be a bit of a pain, and I have not had to do a video of me accessing my online banking (that would probably be a deal breaker for me) but they are a good outfit

 

[chezbreaks]

Jan (the rep forABC) on here is very good - I am sure that he will look into this for you.

Out of all of the casinos in the UK, ABC are the only one that I use to gamble at - everywhere else has caused me major headaches or put stupid restirictions on my account. Probably the only casino I would recommend and their customer services staff have always been on point with me.

Yes, the EDD checks can be a bit of a pain, and I have not had to do a video of me accessing my online banking (that would probably be a deal breaker for me) but they are a good outfit

The site it's self was excellent I'll be honest. Enjoyed it!
Like I said I get they have their terms and conditions but the loop holes they manage to get through is ridiculous. I mean why would ukgc state the self exclusion law but they can dismiss it and refer to their own terms. It'd of probably been done by now if i wasn't so stubborn asking questions for days on end but that's me.
Hopefully they get to the bottom of it and I can actually enjoy the money with my family!

 

[chezbreaks]

ive had to go through verification and EDD multiple times with ABC - never had any issues with it and always resolved fairly quickly.

if you are using your sisters email, is there anything there that could flag (e.g. she has registered to other sites with that address, or the phone number is already registered); where the deposits from your own account or your sisters?

My own account everything was set in my name, my card, my address.

 

[Toomza]

I also see your from Malta isn't that where ABC are from call me suspicious

Yeah, as many other iGaming companies as well. I’m not related to them, but do work in the industry so might know a thing or two

 

[chezbreaks]

Yeah, as many other iGaming companies as well. I’m not related to them, but do work in the industry so might know a thing or two

Ah you just seemed hell bent on thinking I'm suspicious. Seriously search my name on Facebook etc I'm real.
You'll see I have a younger sister she's real. I can even upload you a conversation. Re the phone swap it's only on my messenger...(was offering to show abc this also but they didn't want to know)
They have since stated I'm not going thru due diligence but just futher checks could you help clarify?

 

[Toomza]

Ah you just seemed hell bent on thinking I'm suspicious. Seriously search my name on Facebook etc I'm real.
You'll see I have a younger sister she's real. I can even upload you a conversation. Re the phone swap it's only on my messenger...(was offering to show abc this also but they didn't want to know)
They have since stated I'm not going thru due diligence but just futher checks could you help clarify?

I do believe that you are real and truly sorry hear about your condition. The thing is that like I said, there is always reason if checks and document requests go this far. It doesn’t mean that you have done anything wrong but even a suspicion from their end is enough.

Further checks _usually_ refer that there is some sort of case going that relevant department(s) are looking into.

 

[chezbreaks]

Ah right I still don't get it some sort of case?

 

[Toomza]

Ah right I still don't get it some sort of case?

If your sister would have account with active self-exclusion for example, and due to the details you have provided your account is linked to self-excluded player which needs to be investigated. Based on my own experience and information that you have provided this could be one scenario, but obviously there can be other reasons as well.

 

[chezbreaks]

Makes sense now thank you

 

[scott dickson]

I could be wrong but I'm sure L+L Jan has mentioned before that withdrawals over 2k can also trigger kyc check.

It is also the weekend pretty sure this will get sorted by the rep fairly quickly come Monday office hours.

 

[chezbreaks]

We think we've figured it!!! I asked sister she said she's done a couple in past and one being pub casino....only a sister brand of abc. For God sake!!! Wonderful

 

[chezbreaks]

Obviously different names and accounts but the phone number and email likely triggering it

 

[scott dickson]

Yeh that's more than likely going to complicate the procedure.

 

[chezbreaks]

I got my sister to ask the sister brand for details on her self exclusion the details and everything but they shut the chat down and told her to take it to complaints? Almost seems like they are trying to cover something?

 

[Toomza]

I would suggest that you just wait. There is nothing you can do or say that would speed up the process.

 

[chezbreaks]

I would suggest that you just wait. There is nothing you can do or say that would speed up the process.

I'd usually would...in my circumstances I'm struggling with patience

 

[andysbetting1187]

We think we've figured it!!! I asked sister she said she's done a couple in past and one being pub casino....only a sister brand of abc. For God sake!!! Wonderful

Yep that will probably do it - along with the amount withdrawn might have caused an additional account review

It has probably been sent for additional checks due and will require a manual check from someone at ABC to approve the payment. Providing everything is above board with the account and you provide what they need, ive not heard of anyone being shafted by them before.

 

[justdoit]

I have 3 accounts on L&L on UKGC and one account on MGA (EU) never have any problem, I know every 3rd cashout get check manual and get paid next day

 

[L&L-Jan]

What I dont get: 33 chats starts in the weekend asking for an update. But why not ask your daughter who works at the commissioner to give us a call next business day?

And we still can't process anything due to name mismatch. Also, why accept our terms when you cant comply with a basic KYC request?

Correction: mis match due birthname. Corrected. Withdrawal will be processed.

Could have just sat back over the weekend and have patience, but who am i?

 

[Webzcas]

Could have just sat back over the weekend and have patience, but who am i?

 

[chezbreaks]

What I dont get: 33 chats starts in the weekend asking for an update. But why not ask your daughter who works at the commissioner to give us a call next business day?

And we still can't process anything due to name mismatch. Also, why accept our terms when you cant comply with a basic KYC request?

Correction: mis match due birthname. Corrected. Withdrawal will be processed.

Could have just sat back over the weekend and have patience, but who am i?

Because of personal connections. She's not allowed! She's allowed to inform me. Mismatch birth name? Right gotcha but why couldn't they of said that!!

 

[chezbreaks]

What I dont get: 33 chats starts in the weekend asking for an update. But why not ask your daughter who works at the commissioner to give us a call next business day?

And we still can't process anything due to name mismatch. Also, why accept our terms when you cant comply with a basic KYC request?

Correction: mis match due birthname. Corrected. Withdrawal will be processed.

Could have just sat back over the weekend and have patience, but who am i?

I also provided kyc nearly 72 hours ago! Time frame is 48 if your beyond that fair enough but inform the customer. Usually I wouldn't bother. Usually I'd even cut my losses and say it wasn't the bother but in my situation I actually didn't wanna so.

 

[Mark_Lottomart]

The number of people trying to use the "I'm self excluded now, you must pay me my winnings" excuse is very frustrating and the GC article should be updated to say "If there are no outstanding regulatory requirements, your funds should be returned." AML checks, particularly when there's an uncertainty on name/identity take priority over any Safer Gambling legislation.

 

[chezbreaks]

The number of people trying to use the "I'm self excluded now, you must pay me my winnings" excuse is very frustrating and the GC article should be updated to say "If there are no outstanding regulatory requirements, your funds should be returned." AML checks, particularly when there's an uncertainty on name/identity take priority over any Safer Gambling legislation.

Your right it all should be updated because nothing matches the terms

 

[chezbreaks]

What I dont get: 33 chats starts in the weekend asking for an update. But why not ask your daughter who works at the commissioner to give us a call next business day?

And we still can't process anything due to name mismatch. Also, why accept our terms when you cant comply with a basic KYC request?

Correction: mis match due birthname. Corrected. Withdrawal will be processed.

Could have just sat back over the weekend and have patience, but who am i?

So your saying the issue is sorted and withdrawal on way? Yes?

 

[SYPlayer95]

There is also a delay on my ABC withdrawal, been waiting 7 minutes already!

Seriously, L&L are a good operator. You'll get the money, seems like the issue was the name on account didn't match your ID, so of course the funds will not be paid until that is clarified.

 

[L&L-Jan]

Withdrawal fails due to name mis match, great. That will trigger more checks.

 

[chezbreaks]

There is also a delay on my ABC withdrawal, been waiting 7 minutes already!

Seriously, L&L are a good operator. You'll get the money, seems like the issue was the name on account didn't match your ID, so of course the funds will not be paid until that is clarified.

And that's fair enough but why couldn't they say that? I had provided kyc documents. I didn't have an issue prior but the grief and all this could of been avoided had they have just kept in communication. It's taken the rep up above to actually clarify the issue. 1 week and 1 day just isn't good enough in my eyes each to their own. They have had my kyc but originally asked for it via email. Next day thru hooyu then mitek.

 

[chezbreaks]

Withdrawal fails due to name mis match, great. That will trigger more checks.

Fair enough I understand rhat but why the avoidance why could they not just email me regarding this. Why tell me to email my ID then change their minds and go through mitek. If rhe communication was better this wouldn't be happening.
So they've had everything now for over 3 days now with no response to what is happening or update. Can you confirm if it's sorted now and the withdrawal is going to be processed? All I want is a straight answer if they want more documents..ask but saying I'm not doing this or that when I'm having to reach out all the time isn't good enough simply.
I have all the screen shots of everything it's not like I'm making it up...I wish I was!

 

[SYPlayer95]

And that's fair enough but why couldn't they say that? I had provided kyc documents. I didn't have an issue prior but the grief and all this could of been avoided had they have just kept in communication. It's taken the rep up above to actually clarify the issue. 1 week and 1 day just isn't good enough in my eyes each to their own. They have had my kyc but originally asked for it via email. Next day thru hooyu then mitek.

Unfortunately, I don't know the answers to your questions, but I personally, have been through the EDD twice on ABC. Both times were pretty painless. I've withdrawn over £70,000 from there, they are a good outfit.

 

[chezbreaks]

I've have my birth name, my name change to my stepdaughter? Married 3 times...I've signed up using my current legal name I don't understand where the mismatch has come from

 

[chezbreaks]

Unfortunately, I don't know the answers to your questions, but I personally, have been through the EDD twice on ABC. Both times were pretty painless. I've withdrawn over £70,000 from there, they are a good outfit.

As I said the site seems fantastic. As soon as I was on boom win win win.

 

[chezbreaks]

Withdrawal fails due to name mis match, great. That will trigger more checks.

Funny no ones notified me of this!?

 

[chezbreaks]

I've have my birth name, my name change to my stepdaughter? Married 3 times...I've signed up using my current legal name I don't understand where the mismatch has come from

Stepdad** blooming autocorrect

 

[andysbetting1187]

There is also a delay on my ABC withdrawal, been waiting 7 minutes already!

Seriously, L&L are a good operator. You'll get the money, seems like the issue was the name on account didn't match your ID, so of course the funds will not be paid until that is clarified.

Kick off mate - 7 minutes is horrendous - @L&L-Jan should be on hand 24/7/365 to process these requests lol

 

[andysbetting1187]

Withdrawal fails due to name mis match, great. That will trigger more checks.

If someone like to dress up as a woman at weekends and change name, does this potentially affect accounts with ABC (asking for a friend)

 

[L&L-Jan]

I asked sister she said she's done a couple in past and one being pub casino

Hmm, there was - no activity on her account as the self exclusion was picked up by the system and applied on her account. She has accounts all over the place.

But than I remembered our social media lady telling me last week about a person who is lying on our posts with replies. Strange enough, account registered in March and showing two different names:

 

[chezbreaks]

Hmm, there was - no activity on her account as the self exclusion was picked up by the system and applied on her account. She has accounts all over the place.

But than I remembered our social media lady telling me last week about a person who is lying on our posts with replies. Strange enough, account registered in March and showing two different names:

View attachment 206661

Go back and look at previous chats re phone it's been mentioned umpteen times regarding this!!!