Hi would really appreciate if anyone can help me with this. Signed up to All British casino last weekend, account is verified have been allowed to deposit multiple times. Have also had 3 or 4 completed withdrawals. A few days ago request to withdraw just under £500 which just sits in pending so I contact the live chat and I’m told I cannot deposit or withdraw until I allow access to my bank account to check for money laundering etc. not very happy to do this but have allowed this and was told in the live chat by a supervisor it would take no more than 24-48 hours. Checked in again today to see what is going on now being told it could take a week with no further info. What’s funny is I’m still able to deposit so clearly a tactic to stall my withdrawal. Anyone else had similar with this company and can help? Live chat now being very unhelpful. TIA
Help with All British Casino
- Thread starter mitchdods
- Start date
- Joined
- Jan 15, 2017
- Location
- arnhem
- Joined
- Jan 20, 2004
- Location
- Pictland
As above, the casio rep is @L&L-Jan , your first stop for assistance.
If for whatever reason that doesn’t get your issue settled for you you’re always welcome to use Casinomeister’s Player Arbitration (PAB) service:
Seriously though, Jan is very much on the ball, he’ll get you squared away.
- Max
If for whatever reason that doesn’t get your issue settled for you you’re always welcome to use Casinomeister’s Player Arbitration (PAB) service:
Seriously though, Jan is very much on the ball, he’ll get you squared away.
- Max
Mate its not 2015, we live in 2025. We have automated withdrawals too so majority of the request (68%) are processed without human intervention.
We still have regulatory obligations to follow when particilar financial threshold are reached. This has nothing to do with the withdrawal as the thresholds are on deposit volume/velocity. For you it was +2k in deposits in 24h.
But I see you provided consent, thanks for that.
Withdrawal is processed too: 2025-04-04 08:23:13 given you provided consent so we can conduct our enhanced due dillegence review.
One item that remains pending is that we can't pinpoint recurring income from the statement provided. Hence a followup request was send for a tax return of 2024.
Once that is provided you are fully verified!
Kr. Jan
Last edited:
- Joined
- Jun 4, 2024
- Location
- Southend
People should be clear that casinos are not allowed to demand access to peoples accounts. There is info on this on the UKGC website. The OP implies it was demanded ie you cant withdraw without it. If this was the case then I believe UKGC rules were most likely broken. I however suspect the truth is slightly different as to what happened.
Essuk to answer your question that is exactly what I was told that my withdrawal would not be processed until I allowed access to my bank account. Since posting on here last night and Jan becoming involved, very quickly This morning my bet was paid out but an email was sent to me saying I cannot deposit or withdraw until I provide a copy of my tax year return, something I have no intention of doing. For me personally in twenty years I’ve never been asked for such personal information and I’m not comfortable sharing it. I’m not sure on the rules personally but as I said I didn’t feel comfortable sharing my bank account and any information after this I don’t want to share.
- Joined
- Jun 4, 2024
- Location
- Southend
Question is were you asked for bank statements and offered open banking as an easy solution or were you told you HAVE to provide open banking access. If the latter then report them to the UKGC as this is permitted. The former however is.
Initially speaking to a live chat advisor I was told I need to allow access. The advisor was a bit of a smart add to be honest and I wasn’t happy about that so I requested to speak to a supervisor, having gone through to the supervisor to his credit was trying to be as helpful as possible but he said the same thing that I’d need to allow access to my account before any withdraw could be made. I’m not really interested in making a complaint as I appreciate how quickly Jan has resolved this today but I do also feel it necessary to tell it how it is as I have no reason to lie.
unrelated mate, you provided consent, so we could start our review.
It took me a while before I even managed to find your account and by that time the withdrawal was processed already.
If you wouldnt provide consent, funds would be released in 14 or 30 days, cant remember atm. And obviously no more access to the services.
Fair enough Jan but in that case don’t you think the live chat advisor should make it clear that there is an alternative to having to provide access to your bank account to get your withdraw released and that is if you don’t you will still receive it in 14 or 30 days and you will lose access as you’ve just stated. Not here to cause a problem as I appreciate your input but the information you’ve provided now wasn’t made aware to me only that to receive the withdraw allbritishcasino would need access
- Joined
- Jun 4, 2024
- Location
- Southend
Well its not irrelevant @mitchdos if you are being accurate. I do suspect you were given open banking as an option not as something compulsory but if you were you should report it to protect other players.
Open banking is an option, alternatively its providing statements. If customer does not want to comply, there will be an account closure at x time and fund will be released.
As for enhanced due dilligence verifications @mitchdods that goes a bit beyond support knowledge, its payments agents there who decide and get the alerts if thresholds are met. Support does not have this visability.
You didn't cause a problem as far as i know btw
hahaha
As for enhanced due dilligence verifications @mitchdods that goes a bit beyond support knowledge, its payments agents there who decide and get the alerts if thresholds are met. Support does not have this visability.
You didn't cause a problem as far as i know btw
hahaha- Joined
- Jun 4, 2024
- Location
- Southend
Well Jan thats not a comforting response. If the staff dont know they shouldnt be misinforming players. My understanding is the only docs that can be demanded are id docs otherwise the player can say no and ultimately account is closed and funds returned. At least that's how I understand its supposed to be but a certain in my opinion rogue operator claims they can just steal your money ( not referring to l&l )Open banking is an option, alternatively its providing statements. If customer does not want to comply, there will be an account closure at x time and fund will be released.
As for enhanced due dilligence verifications @mitchdods that goes a bit beyond support knowledge, its payments agents there who decide and get the alerts if thresholds are met. Support does not have this visability.
You didn't cause a problem as far as i know btw
I dont fully agree and for this reason, because I'm responsible for system access too so let me explain:
Support has nothing to do with any sensitive information required and provided during such a process. Therefore no access is given. Access for that aspect of our operations is only visible for relevant agents who are responsible for that process. No one else should be able to view this information.
So when any form of AML verification is required, they can only rely on information/requests from a person of the AML team. If you look at the account of this customer at first glance, you would indeed assume no further verification is required. So support was right in the initial answer.
As for the rest, I didnt read the interaction, so would need to double check that to pinpoint of wrong GENERIC information was provided.
Although technically I can, I dont want to. So any AML/Enhanced verification process where I get questions for I don't check and ask directly to the manager.
It is sensitive data we're working, we're ISO27001 certified so we need with such data and processes around it to make sure the customers data is safe.
So yes, i get your point sir, dont get me wrong. But it is not that simple as it seems on the surface.
- Joined
- Jun 4, 2024
- Location
- Southend
Sorry I dont agree...staff should be giving correct info. End of. Not having access to account info is no excuse. Im not saying they gave the wrong info as wasnt privy to the conversation but OP says they did.
- Joined
- Nov 22, 2021
- Location
- K2-18B
is up to you to provid privat info, you can simple refuse and close account
- Joined
- Jun 4, 2024
- Location
- Southend
I never suggested you should give access to any info. All I said is that support staff need to be giving correct info. They don't need any access to know the rules re open banking requests. If they are unsure there is info on the ukgc website that they can read.
- Joined
- Jun 4, 2024
- Location
- Southend
And please don't pull out the it must be personal card. It's very simple...if the OP is being accurate then your support staff provided incorrect info as to his/her obligations.
- Joined
- Jun 4, 2024
- Location
- Southend
- Joined
- May 13, 2014
- Location
- Wolverhampton
Geez, who'd wanna be a rep of late 
They don’t wanna give staff the correct info because that would mean then that the customer could just let the 30 days elapse, receive funds and have the account closed, thus leaving L & L Europe with absolutely jack, they’re too clever (insert your own choice of word) to let that happen
mate, im a massive gambler myself. We don't fuck around with players. BUT! We do need to follow our procedures and regulations that apply to us, as we're being assessed on that.
Opposite of other UK operators: We have never been fined by the UKGC. That means, practices in line with procedures since 2015. Over those 10 years we had about 6 audits by the commissioner.
The law is totally protecting players, so we have zero interest in tricks.
I'm sorry if you were misinformed, on the opposite: I see plenty of questions on a day to day basis going from support to the AML team where indeed, the customers question could technically only be answered by the AML team. WE also semi-automated and changed a lot which can cause confusion too.
Kr. Jan
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