CasinoCasino not verifying account and keeping withdrawal 'pending' for ages

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
I realise this casino has a good reputation on here, and I'm only a new poster who signed up basically to try and bring attention to this, but...

I signed up to casinocasino 10 days ago, deposited £100. There was a welcome bonus of £100 too, but I never ended up using it - after turning the £100 cash deposit into nearly £800, I thought that was more than enough, so I cancelled the bonus, and put in a withdrawal request. This was done within a couple of hours of signing up.

Then came the problems. First of all, the neverending list of documents. ID, a utility bill (for some reason - most likely just to annoy and slowpay their customers - they won't accept bank statements). Then the utility bill needed all four corners showing. After they'd got that, they added on the debit card as a list of things they needed. I was assured by live chat that the copy of the debit card was the last document required. I sent copies of this twice by email, and also uploaded it to the live chat, and yet my account is still not verified, and more importantly my withdrawal has not been processed.

I thought the UKGC was meant to put a stop to this shady business, and anything they thought they needed should have been requested prior to depositing? I'll note no casino ever asked me to provide any documents when I was losing money, yet now I've won something they take offence, almost like it's a crime to win!!

They frequently claim not to have recieved the documents when I contact them, while I have proof that they were indeed sent to their support email, and then I resend them, upload them to live chat...this happened with both the utility bill and the debit card proof. I'm starting to think they just dont want to pay since they take offence at the idea of a new player signing up and immediately winning.

The casinos need to learn the RTP is 92-98% for a reason, not 0% - i.e. they can and will lose sometimes just like the players do! :mad: Yet when the player is losing it's no problem, but as soon as the casino has to accept a loss they'll make you jump around for your money and in this case still not give it. :mad:
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
I'm not sure, it just shows as 'pending' (and has done for 10 days) in the casinocasino account.

I'd suggest re-sending all of the documents they have asked for. Reduce the file sizes however - sometimes emails will not be delivered if the attachments are too big. And you may not get any bounce back.

(Bane of my life this. I spend most of my days sending documents to people for work. Many companies who need to receive these docs have ludicrously low file size restrictions. And do not tell me.)
 

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
L+L Jan - I've messaged you.

Dan - well, I uploaded the documents to live chat as well who confirmed they'd recieved them and would forward them to the verification team. But after that everything went silent.

And I've lived in this same property 20 years so there should have been no problem verifying all this electronically to begin with! It's not like we're talking about a jackpot win here, we're talking about 800 quid.
 

oliviabrooks1

Newbie member
Joined
Mar 31, 2021
Location
uk
Update - I might be getting my money.

The verification screen is now showing the account is verified at least. Although they could not return the money to the MasterCard I deposited with, so have said I'll have to use bank transfer. Ok, so long as I get it I'm not particularly bothered. So I had to submit a bank statement as well but it looks like some progress is being made.

Will update if I get the cash...or if more problems are run into!
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
Update - I might be getting my money.

The verification screen is now showing the account is verified at least. Although they could not return the money to the MasterCard I deposited with, so have said I'll have to use bank transfer. Ok, so long as I get it I'm not particularly bothered. So I had to submit a bank statement as well but it looks like some progress is being made.

Will update if I get the cash...or if more problems are run into!

If @L&L-Jan is on this and you haven’t breached any casino terms you will get your money.
 
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