Big Ben Slots Delaying Payment - Source of Wealth fiasco

lobster

Newbie member
PABnononaccred
Joined
Aug 16, 2004
Location
LONDON
I am based in the UK and opened an account with " Big Ben Slots " who are part of the Jumpman Gaming Network.
I deposited £400 and won £1500 - after much deliberation / asking for all documents/copy of bank statements etc they " verified " my account and paid me my winnings - it was a very long process.
I then deposited a further £400 , won just over £1600 and they then promptly closed my account and returned my deposit !!!!
Of course, I quickly emailed them to ask what was going on and I was told my account was under " review ".
Over the course of the next 6 - 8 weeks, I was to supply time and time again some incredibly intrusive information regarding my bank account payments - these ranged from the ridiculous - " can you tell us what the payment to " Barclaycard " is (!!) "to the reason I paid cash into my bank account.
I am a self-employed Art Dealer and I was asked to supply bank statements for both my personal AND business account which I did and was again asked the background for around 30 transactions.
After approximately 8 weeks of going back and forth I was told because I didn't have an invoice for a cash transaction that was paid into my account they were not going to reopen my account or indeed pay me !!!! What a fantastic business model ?? You let your players deposit ( I assume I could have lost tens of thousands and it wouldn't have been a problem ) and then if they win - ask for a load of documentation to find any excuse, not to payout !!!
I assume that if I had lost say £10K then the fact that I didn't have an invoice for my cash transaction would of not have been a problem (??) and of course, they had already paid me once !!!
Can they really do this ??
Surely these companies are just using the " KYC " rules as an instrument to refuse / delay payments ???
If any company doesn't want to deal with a customer that's fine but surely they should not allow customers to deposit in the meantime - to ask for all this information AFTER you have deposited and won and then not pay out is surely theft >>

Has anyone else in the UK had a similar experience ??

Any help anyone could give me I woudl be most grateful - many thanks indeed,
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Yep - this sounds like a load of doo doo. I would recommend filing a PAB via our ticketing system, and hopefully this will motivate them to get their act together. Eight weeks? C'mon!
Submit Your Online Casino Complaint

Admin note - changed the thread title some to be more Google friendly :D
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@lobster , I see you posted here minutes after submitting a PAB. There are two problems with that:
  1. posting on the forums while you have an ongoing PAB is a violation of the Player Arbitration Policies and Procedures .
  2. your PAB seems incomplete. Did you change your mind and decide to take your chances on the forums instead?
I'll assume the latter and close your PAB. If that was not your intention please explain (in your PAB Ticket SVP).

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com
 
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