hardwell24
Dormant Account
- Joined
- Dec 12, 2019
- Location
- London
Hello everyone, I'm new here. I would like to ask for several question about complaining casino.
I never expected that this would happen to me and I would have to look for help on forums like this.
Last Friday I decided to play at one of the licensed British online casinos and making three deposits totaling 8,000£ that evening ended the evening with a balance of £ 11,400£ which on the same day requested withdrawal all money to my bank account. Moments after I received an email from the casino in which they want to check my source of wealth anti-money laundering and the legitimacy of the funds at my disposal. They wanted me to present them my source of income, bank card and bank statement, after the casinos confirmed the documents they also added " payslip you have provided does not cover the amount you have deposited " and gave me questions about transaction on my bank statement about my personal life and presenting various bank statements from different months.
After answering all questions in detail and honestly and not receiving any response by email my account has been frozen ( it wasnt for previous 5 days)
I decided to write to the official support in a live chat about why my account has been frozen, delayed withdrawal and why he doesn't get any email reply "decision by management i cannot comment on this" after a while I received email from support about the fact that my account was permanently closed will not be entering into further correspondence with regards to this matter . Another attempt to contact the live suppor , agent finished chat as soon as I asked about my account and withdrawal funds and wishing me a good days without chance for any answer because chat was ended. I'm sure I haven't broken any terms and condition policy and especially those regarding legal money.
Browsing various websites and forums, I found information about ADR which allows mediation and choose eCogra
I would like to ask if I can do anything in this situation or wait for the ADR to be answered?
Is it worth contacting the casino further if an official complaint has been sent to ADR?
What if ADR issues a positive application to the casino?
I would be very grateful for any advice and tips.
Regards
.
I never expected that this would happen to me and I would have to look for help on forums like this.
Last Friday I decided to play at one of the licensed British online casinos and making three deposits totaling 8,000£ that evening ended the evening with a balance of £ 11,400£ which on the same day requested withdrawal all money to my bank account. Moments after I received an email from the casino in which they want to check my source of wealth anti-money laundering and the legitimacy of the funds at my disposal. They wanted me to present them my source of income, bank card and bank statement, after the casinos confirmed the documents they also added " payslip you have provided does not cover the amount you have deposited " and gave me questions about transaction on my bank statement about my personal life and presenting various bank statements from different months.
After answering all questions in detail and honestly and not receiving any response by email my account has been frozen ( it wasnt for previous 5 days)
I decided to write to the official support in a live chat about why my account has been frozen, delayed withdrawal and why he doesn't get any email reply "decision by management i cannot comment on this" after a while I received email from support about the fact that my account was permanently closed will not be entering into further correspondence with regards to this matter . Another attempt to contact the live suppor , agent finished chat as soon as I asked about my account and withdrawal funds and wishing me a good days without chance for any answer because chat was ended. I'm sure I haven't broken any terms and condition policy and especially those regarding legal money.
Browsing various websites and forums, I found information about ADR which allows mediation and choose eCogra
I would like to ask if I can do anything in this situation or wait for the ADR to be answered?
Is it worth contacting the casino further if an official complaint has been sent to ADR?
What if ADR issues a positive application to the casino?
I would be very grateful for any advice and tips.
Regards
.
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