Big problem - I deposited £10 and won £400

[mitak11]

And it started - 3 bank statements, 3 pay slips. But the payment button stops after each uploaded document. And waiting for days for them to review it. And after you've uploaded everything, there's still no response.But you get an email - you uploaded everything, but it hasn't been reviewed. But we ALREADY want it too P60.I actually feel like a criminal now, I'm waiting for the police to come any moment and ask me - Did you deposit 10 pounds?Why don't you buy something from the store, cigarettes, alcohol, or write off a dozen tickets from the national lottery and deposit them?I expect them to play a joke on me and one day decide to approve my documents or close my account, but first we'll play around.And the money stays in the balance, it is not allowed to make a withdrawal request so that you can play it faster and get rid of them.Please share if you have had similar experiences with a casino, because I am terribly disgusted by the treatment of a player who has played for years at this brand.No other casino has had such bad treatment. Never. I have lived in the UK for 10 years, playing at a casino and I have never been so stressed by bad treatment.Yes, they asked for my documents, and a lot of them (but never P60),but I just go to the site and upload them. The upload button doesn't stop after the first document. And I don't wait 5-6 days for -We already have the documents(after several emails and several live chats to release the button to upload documents.Can you imagine, I was praying for the button to upload documents to be released. And right now it is still down. After the new request for P60???!!!!Please share, have you had such a bad experience with a casino?

 

[dunover]

And it started - 3 bank statements, 3 pay slips. But the payment button stops after each uploaded document. And waiting for days for them to review it. And after you've uploaded everything, there's still no response.But you get an email - you uploaded everything, but it hasn't been reviewed. But we ALREADY want it too P60.I actually feel like a criminal now, I'm waiting for the police to come any moment and ask me - Did you deposit 10 pounds?Why don't you buy something from the store, cigarettes, alcohol, or write off a dozen tickets from the national lottery and deposit them?I expect them to play a joke on me and one day decide to approve my documents or close my account, but first we'll play around.And the money stays in the balance, it is not allowed to make a withdrawal request so that you can play it faster and get rid of them.Please share if you have had similar experiences with a casino, because I am terribly disgusted by the treatment of a player who has played for years at this brand.No other casino has had such bad treatment. Never. I have lived in the UK for 10 years, playing at a casino and I have never been so stressed by bad treatment.Yes, they asked for my documents, and a lot of them (but never P60),but I just go to the site and upload them. The upload button doesn't stop after the first document. And I don't wait 5-6 days for -We already have the documents(after several emails and several live chats to release the button to upload documents.Can you imagine, I was praying for the button to upload documents to be released. And right now it is still down. After the new request for P60???!!!!Please share, have you had such a bad experience with a casino?

Well tell us who it is, we may be able to advise, may even have a rep to help you if it's a genuine UK-licensed site.

 

[mitak11]

Well tell us who it is, we may be able to advise, may even have a rep to help you if it's a genuine UK-licensed site.

No, it won't help. I already wrote to him, apparently there is no good communication and my documents are being reviewed by different people and several times they asked me for a document that I have already sent. The process started on June 20th and I don't know when it will end. Today I received a request for P60,but the upload button is not working again.And yes, the casino is legitimate, I only play in such casinos because I work on a permanent contract, I don't play a lot of money and I've never been so stressed out by a casino. I play with small amounts, but regularly.But still, thank you for trying to help me. Apparently, with this brand of casino, help is more documents.

 

[dunover]

No, it won't help. I already wrote to him, apparently there is no good communication and my documents are being reviewed by different people and several times they asked me for a document that I have already sent. The process started on June 20th and I don't know when it will end. Today I received a request for P60,but the upload button is not working again.And yes, the casino is legitimate, I only play in such casinos because I work on a permanent contract, I don't play a lot of money and I've never been so stressed out by a casino. I play with small amounts, but regularly.But still, thank you for trying to help me. Apparently, with this brand of casino, help is more documents.

What do you mean by 'no good communication'? That you have contacted the casino rep here on Casinomeister who doesn't answer, or has answered and won't help or has answered and cannot help?

If that's the case, there is a dispute service we can offer, see PAB in the Forum Rules and Help menu above.

 

[mitak11]

What do you mean by 'no good communication'? That you have contacted the casino rep here on Casinomeister who doesn't answer, or has answered and won't help or has answered and cannot help?

If that's the case, there is a dispute service we can offer, see PAB in the Forum Rules and Help menu above.

Yes, I contacted the person here who is a representative of this casino brand. He told me what documents to upload (which I knew for 5 days) and I guess he helped me to release the button to upload another document. And that's it. Then I received an email from the casino that there were some of my documents that had not yet been checked and to upload a P60. They asked for a P60 EVEN TODAY. And I uploaded everything else. But now the button is not working again.This is the email from the casino representative I contacted on your site-
Hi There,

I checked the account and see we still require the following documents:

- Payslips with dates for April and May in PDF.
- Bank statements for the last 3 months showing salary received along with opening and closing balances in PDF.

Please note that you can only upload one document at one time, once one has been approved, you should then be able to upload more.

Thanks for understanding.

 

[mitak11]

Yes, I contacted the person here who is a representative of this casino brand. He told me what documents to upload (which I knew for 5 days) and I guess he helped me to release the button to upload another document. And that's it. Then I received an email from the casino that there were some of my documents that had not yet been checked and to upload a P60. They asked for a P60 EVEN TODAY. And I uploaded everything else. But now the button is not working again.This is the email from the casino representative I contacted on your site-
Hi There,

I checked the account and see we still require the following documents:

- Payslips with dates for April and May in PDF.
- Bank statements for the last 3 months showing salary received along with opening and closing balances in PDF.

Please note that you can only upload one document at one time, once one has been approved, you should then be able to upload more.

Thanks for understanding.

By the way, I had already uploaded all the documents that the representative listed. I guess there was poor communication between the different departments.

 

[dunover]

(I edited out your double post and blank post by the way for the sake of continuity!)

Righto - so that is clearly an inadequate system if you can only load one of a string of documents at a time and each one requires a day. That is not normal, all sites I have personally done this at allow the whole lot to be loaded at once, or maybe 3 at a time for example in two separate submissions.

I suppose cynics might think that the delay is deliberate to ensure you have maximum time to lose faith and gamble the winnings back but I wouldn't necessarily support that view as UKGC licensed sites are supposed to verify and do checks in a timely fashion. As are casinos we have here on Casinomeister, especially if accredited.

I don't know if you have a history at this casino and as a result your level of deposits necessitates checking for affordability. If you made just one £10 deposit then the situation doesn't warrant those checks, it wouldn't trigger them in isolation.

They cannot normally use this as an excuse not to pay your winnings won beforehand after the checks were initiated either. They can refuse to take any more deposits and limit or stop your account activity, but winnings prior to that watershed should not be factored in, unless of course the funds proved to be unlawful in some way.

If you are unwilling to disclose too much on the forum, I will invite our disputes team by tagging @maxd and you can maybe proceed with more assistance via PM and get his advice.

 

[dunover]

To reply, click 'reply' at the bottom of my post or anyone elses and type your fresh content underneath it, before submitting. I suggest you might be using a mobile device and having issues with the form/submission as you keep putting up blank responses!

 

[mitak11]

(I edited out your double post and blank post by the way for the sake of continuity!)

Righto - so that is clearly an inadequate system if you can only load one of a string of documents at a time and each one requires a day. That is not normal, all sites I have personally done this at allow the whole lot to be loaded at once, or maybe 3 at a time for example in two separate submissions.

I suppose cynics might think that the delay is deliberate to ensure you have maximum time to lose faith and gamble the winnings back but I wouldn't necessarily support that view as UKGC licensed sites are supposed to verify and do checks in a timely fashion. As are casinos we have here on Casinomeister, especially if accredited.

I don't know if you have a history at this casino and as a result your level of deposits necessitates checking for affordability. If you made just one £10 deposit then the situation doesn't warrant those checks, it wouldn't trigger them in isolation.

They cannot normally use this as an excuse not to pay your winnings won beforehand after the checks were initiated either. They can refuse to take any more deposits and limit or stop your account activity, but winnings prior to that watershed should not be factored in, unless of course the funds proved to be unlawful in some way.

If you are unwilling to disclose too much on the forum, I will invite our disputes team by tagging @maxd and you can maybe proceed with more assistance via PM and get his a

To reply, click 'reply' at the bottom of my post or anyone elses and type your fresh content underneath it, before submitting. I suggest you might be using a mobile device and having issues with the form/submission as you keep putting up blank responses!

Thank you very much, I already said that I have been playing in this brand of casinos for many years. I will sum up the amounts from each casino and write them down.

 

[dunover]

Thank you very much, I already said that I have been playing in this brand of casinos for many years. I will sum up the amounts from each casino and write them down.

OK, but don't post them in public, so now we have it straight that it's a group of different casinos under the same license using aggregate activity. You've triggered SoW checks, normal for those circumstances and these require thorough investigation to cover the casino's back. They do take longer than standard KYC checks. Albeit you should be able to submit them a big quicker!

 

[mitak11]

OK, but don't post them in public, so now we have it straight that it's a group of different casinos under the same license using aggregate activity. You've triggered SoW checks, normal for those circumstances and these require thorough investigation to cover the casino's back. They do take longer than standard KYC checks. Albeit you should be able to submit them a big quicker!

No, this is not a normal check, it's not just that they ask you for documents and you upload them and wait for a response. This is a very stressful check, where they ask for more and more, but they don't let you upload them. When after numerous emails and chat conversations you still manage to upload them, they start asking for more. They could have just closed my account, but then they would have to pay me because the deposit was made with money from my salary.So whatever you tell me, it may take a long time, but I will prove that I play with salary money. Because that's how it is. And during that long time, the casino is waiting for me to play those 400 pounds. Well, it won't happen.I'm not addicted to gambling. That £400 will stay there. And to sit down and write this in my broken English, this is really the only casino that has ever treated me so badly.This deliberate delay is done to cheat the player of their money. Because from June 20th to today I would have had a result. But I don't even have a review of the documents and they even want more. I have already requested a P60 from my employer.I've also prepared a P45, just in case. And a letter from my GP, and to give them access to all my bank accounts. I've even prepared the invoices from Tesco for them. And yes, I know they'll close my account after what I wrote, but this is the truth.For some 400 pounds, this casino is trying to get me out, saying that I'm laundering money, that I'm addicted to gambling, or that I'm mentally ill. I play in many casinos and I've never had such an attitude anywhere. And the representative helped me a lot. I uploaded a document today, the sixth day.I work under an employment contract, I pay NIN.I pay taxes to the state, I pay pension insurance, and this casino doesn't have enough of my slips and bank statements. Well, I'm waiting for the next requests. But first I have to upload P60, some day, when the magic button works.

 

[YouTubeSlots]

I feel your pain reading your horror story mate, Sorry you had to go through this, I also have experienced this filth many times by casinos so i understand truly how frustrating some of the staff can be, in fact the entire casino some times!

I wouldnt worry too much, As much as you want to go mad with how they keep giving you the run around, Just keep supplying them with what they need and eventually they will pay.

 

[mitak11]

I feel your pain reading your horror story mate, Sorry you had to go through this, I also have experienced this filth many times by casinos so i understand truly how frustrating some of the staff can be, in fact the entire casino some times!

I wouldnt worry too much, As much as you want to go mad with how they keep giving you the run around, Just keep supplying them with what they need and eventually they will pay.

Thanks, but it's not about the money anymore. It's about the attitude, which we don't deserve.

 

[slot_zombie]

Posts for help and advice. Refuses to name the casino.

pffff

 

[mitak11]

Posts for help and advice. Refuses to name the casino.

pfff

Posts for help and advice. Refuses to name the casino.

pffff

I have not refused. The brand is Skill On Net Ltd, the casino is ice36

 

[dunover]

I have not refused. The brand is Skill On Net Ltd, the casino is ice36

Yes, they should be good in the end, frustrating though it is. A big group. It may also be because you're not a UK national but gamble from the UK, so they are being more fussy.

 

[mitak11]

Yes, they should be good in the end, frustrating though it is. A big group. It may also be because you're not a UK national but gamble from the UK, so they are being more fussy.

The fact that I was not born in the UK is not a reason. I have permanent residency and have been employed for 10 years. Many people were not born in the UK. But they have all the rights if they are in the country legally.I've never taken benefits, I've worked constantly.

 

[Mark_Lottomart]

I don't know your case specifically, but given my knowledge of the industry and it's processes, this sounds like there is something going on that hasn't been mentioned already. Consider these items:-

- Have you ever held an account with them before, or another casino in their group? Could any activity on that account (self exclusion for example) give them cause for concern?
- Have you used your own payment method? Could that payment method be linked to any other registered account with them?
- Could you be on any PEP (politically exposed person) or Sanctions lists?
- Has your computer or mobile device been used on another account in their group?
- Did you use a bonus when you joined? Did you break any terms of that bonus?

I would say it's VERY rare to withhold a £400 withdrawal from a new player without cause for concern. We pay people quickly in the hope they enjoy the service and continue with us. Something has flagged these checks, you may never find out what that is, but the above might help.

Best of luck!
Mark

 

[mitak11]

I don't know your case specifically, but given my knowledge of the industry and it's processes, this sounds like there is something going on that hasn't been mentioned already. Consider these items:-

- Have you ever held an account with them before, or another casino in their group? Could any activity on that account (self exclusion for example) give them cause for concern?
- Have you used your own payment method? Could that payment method be linked to any other registered account with them?
- Could you be on any PEP (politically exposed person) or Sanctions lists?
- Has your computer or mobile device been used on another account in their group?
- Did you use a bonus when you joined? Did you break any terms of that bonus?

I would say it's VERY rare to withhold a £400 withdrawal from a new player without cause for concern. We pay people quickly in the hope they enjoy the service and continue with us. Something has flagged these checks, you may never find out what that is, but the above might help.

Best of luck!
Mark

Mark, thank you for taking action on my case.I have had accounts at several casinos from their group for nearly 6 years. I have taken many bonuses, withdrawn winnings from bonuses and have never violated the bonus rules.I have never self-excluded myself from any casino.My payment method is the same in all casinos of their brand. I have never used someone else's bank account.Only my personal debit card or Trustly.I have never been on any Politically Exposed Persons (PEP) or Sanctions Lists.And Britain is very strict about who it grants residency status to.My computer has never been in anyone's hands. It is protected with facial recognition and a complex password, and no one but me has ever used it.I am listed in all the credit agencies because I pay my taxes every year and I am easily recognizable. Many of the casinos I play in don't even ask for my passport. The credit agency has confirmed all my details.Of course, at some point checks start and I don't mind giving everything that is asked of me.I get an email with everything that's required of me and I upload it right away and that's it. Then I wait. I've never had any problems.I have indeed passed many checks. But this is the first time this has happened to me - on the sixth day I am asked for a new document, and on the seventh day I still cannot upload it.And yesterday I managed to upload the remaining documents after chatting several times, then sending a few emails, then a request to the representative here.And I didn't ask the representative to help me get my money, but to help me upload my documents, because the upload button stops.This process is a great pain. And I don't know when I'll upload the last document if they don't come up with a new one.And I don't understand why they stress me out, if they want to close my account they can do it right away without explanation. Yes, I play with bonuses because they offer them to me. And I win from them. Not always, of course.I think if they had just closed my account, I wouldn't have such a problem - after all, it's legal, they can do it.Why did they let me play and win money, hadn't they already sent a request for documents? And why didn't they let me withdraw afterwards?And what annoys me the most is that I can't withdraw, but I can play with these 400 pounds, meaning there's no problem playing them, but I can't put them in my bank account.

 

[Mark_Lottomart]

Ah apologies, I had assumed you were a new customer. In which case it's easier to explain. You will have hit a financial threshold where they need to do EDD (enhanced due diligence) on you. These things take forever and there's always a backlog. Ask for your account to be temporarily closed while they complete their checks and be patient. It will end up okay, I am sure.

 

[geordiecolin]

Be patient and be strong and I feel sure that you will eventually get your winnings. We have witnessed before players who have had difficulty wiithdrawing wast it all by playing it back in.

 

[mitak11]

Be patient and be strong and I feel sure that you will eventually get your winnings. We have witnessed before players who have had difficulty wiithdrawing wast it all by playing it back in.

I have no incentive to play since I can't withdraw. If I had withdrawn, I would have put in 50 pounds again. But now I have no interest in playing at this casino. There is no incentive.