Issue with highly regarded casino

itsamemario

Newbie member
PABaccred
Joined
Feb 22, 2021
Location
London
Hello,

I submitted a PAB for this issue, and I apologise for posting on the forum. Due to the fact that I submitted a PAB, I can not provide a lot of details, but I am so stressed it is driving me crazy.
The casino is failing to give any updates on the issue and keeps telling me to wait. Basically I had deposited over 20k to an online casino where my account was verified. I then lost a fairly big amount from the deposit, and my account was then restricted. I talked with the casino reps over the phone to confirm that I am comfortable with the deposits, and was then requested a SoW. I submitted the SoW, and to my surprise even though it was accepted, my account is till restricted. I submitted additional documents I wasn't even asked for just to prove where the funds originate from, account still restricted. I went on to process and withdrawal for the remaining amount ( just over 16k ), and its not being processed.

I keep being told to wait until an unknown department does I don't know what review, and due to this they are holding my money. I don't recall having any bonuses. I am at a loss, so clearly my wagering style isn't to my advantage. I am just so stressed out because I no longer trust this company and it can't even provide me with a time frame.

Please let me know if I was wrong in posting with the PAB submitted, and I will stop posting, but I am so stressed by this I need to talk through this.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
As you mention your wagering style, that can cause problems. For example if you deposit 20k and wager very low amounts like 20 or 40k on example roulette or blackjack you will get into deep checks for sure and most cases need to be handled by the NCA. The casino wouldnt be able to tell you about it and they would need to wait for the NCA to approve the release of the funds.
 

itsamemario

Newbie member
PABaccred
Joined
Feb 22, 2021
Location
London
As this is general information, I hope that Max will not be upset if I just reply to Mr Wild, without providing any details related to the PAB.

My wagering style is aggressive. I usually wager around 100£ per hand, then potentially move towards 1k-2k per hand.
 

Mr Wild

Senior Member
Joined
Mar 10, 2015
Location
Malta
As this is general information, I hope that Max will not be upset if I just reply to Mr Wild, without providing any details related to the PAB.

My wagering style is aggressive. I usually wager around 100£ per hand, then potentially move towards 1k-2k per hand.

If you got request on SOW and your account is still restricted, my personal guess is that they handed over the case to NCA and waiting for the outcome. Under no circumstances are they allowed to tell you about this. That processes usually takes 1 - 2 weeks.
If its an AML thing, a PAB will not help anything as its in NCA hands to decide the outcome. In 99% of the cases funds are released within 5 - 10 days.
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
If you got request on SOW and your account is still restricted, my personal guess is that they handed over the case to NCA and waiting for the outcome. Under no circumstances are they allowed to tell you about this. That processes usually takes 1 - 2 weeks.
If its an AML thing, a PAB will not help anything as its in NCA hands to decide the outcome. In 99% of the cases funds are released within 5 - 10 days.

If not getting reply from NCA in 7 working days, you can assume by law that you have their consent to release funds to player. Majority of SAR:s they don't bother to reply at all which makes them to take that 7 days, when they do reply their average handling time is around 3 working days but big majority just dont' get that much attention from them that they would reply anything.
 
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