British Casino 2nd stage due diligence?###

[marktheboss1]

Hi I'm really really sorry if this has been posted time and again.
Last weekend I deposit £1k then £2k but was stopped playing at £1750 asking for verification.
Since then and lots of chat and emails I have supplied 2 bank statements (one showing the deposits made) and another statement showing where my wages go in. My passport and driving licence.
Now they are asking for the following:
a) Another 1 months bank statement
b) They are saying that as there is a substantial amount in my account where did I get it from?
c) They are asking where a certain deposit came from (it was rental deposit for a house I own)

I do not want to disclose further information on chat to an advisor. I have asked for either their finance or complaints team and they say there isnt one.

They were happy for me to play over £1k. My money is in pending withdrawel.

What can I do?

Thanks

 

[shady]

@L&L-Jan

 

[jasonuk]

At that level of play, you are likely to be source of wealth checked by any casino in the UK - which means they are going to ask intrusive questions such as the ones you've mentioned. Par for the course in the current landscape I'm afraid.

The money will remain pending until either a) you complete the process, or b) it becomes clear you are unable or unwilling to complete the process. If you complete the process then your account returns to a normal state and they can action the withdrawal, but if you refuse then they will be required to close your account and should pay out the balance at that point (I have to stress should because this is a larger amount of money, and subject to more rules than if it was say £100).

Agree with @shady, talk to the rep first and see if they can give some guidance - try to establish whether they need answers, or whether they need answers and further documentation (as if often the case). If they can be clear and precise with the information required you may be comfortable with providing that, the worst scenario is when it becomes a drip-feed of requests over an extended period of time.

 

[nfehily]

Why don't I ever see these types of complaints made when said player has a zero balance or zero
pending withdrawals?

 

[jasonuk]

Why don't I ever see these types of complaints made when said player has a zero balance or zero
pending withdrawals?

Because many of the triggers apply to deposits and withdrawals - the question marks come up when they could and should have been performed earlier (e.g. the deposit is the trigger, but they wait until the next withdrawal or a loss limit instead).

The one that really catches people out is when the withdrawal itself is the trigger - and some use it as a free shot to slow down the withdrawal as a faux-reversal tactic. The UKGC should be a lot stricter on this, but as we know they are asleep at the wheel.

 

[marktheboss1]

I’ve never had this issue with any other site, I’ve messaged the rep… it’s making me feel really bad at the moment as it’s a lot of money that they’re not releasing. I don’t know what to do, I’ve even had a go gambling trying to recoup it but I shouldn’t have to as it’s not even winnings just a deposit

 

[nfehily]

Please don't gamble it away. Thats exactly what they WANT you to do. Just sit tight for now and wait for the rep to sort it. Close the account immediately after you've received your funds. Plenty of other bookies out there who won't treat you like this so soon after opening an account.

 

[L&L-Jan]

Please don't gamble it away.

It is not allowed to reverse a withdrawal so he can't gamble it away

OP had send PM just waiting for the username (Ha! Again)

But we just need to follow the money, we need to make sure funds spend on our end is clean.

 

[satchnz]

Why don't I ever see these types of complaints made when said player has a zero balance or zero
pending withdrawals?

While I agree with you 100%, I think in this case the OP was stopped from playing part way through gambling the second deposit of 2k, not when they submitted a withdrawal request. If I have understood the situation correctly, then this should be the proper way to enforce AML and SOW.

These checks triggered when making a “profit” withdrawal is the dodgy way to do it. From what I’ve read, this does not seem to be the case in this situation.

 

[marktheboss1]

this is correct - the trigger was spending the second deposit so the money was the deposit not winnings so I applied a withdraw

 

[jasonuk]

It is not allowed to reverse a withdrawal so he can't gamble it away

OP had send PM just waiting for the username (Ha! Again)

But we just need to follow the money, we need to make sure funds spend on our end is clean.

Not every operator is as honest as that though, they will cancel the withdrawal (which being operator-triggered makes it different from a reversal, even though the end result is the same) and the funds are playable again.

 

[satchnz]

this is correct - the trigger was spending the second deposit so the money was the deposit not winnings so I applied a withdraw

In saying what I did above, I must agree with you regarding being uncomfortable with sending sensitive financial information to an online casino chat rep.

 

[justdoit]

every UK casino will ask for SOW if you make two deposit special £1k and £2k in short period, only UK casino dont care how much you make deposit is Pokerstars

 

[L&L-Jan]

Pokerstars

i just had my yearly one, payslip/tax return + 3 months statement. Same for Entain.

It's not only UK, MGA players are subject to this as well.

 

[L&L-Jan]

Solved!

 

[marktheboss1]

Jan thanks so much, you have responded so quickly on this and an asset to have on here