Hi there,
Processing prompt withdrawals for our customers is crucial for us, as it is a huge part of a good customer experience.
At the same time, we have a very strict duty under our Gibraltar and UKGC licensing conditions to fully investigate any potential fraudulent conduct.
In this case, a security investigation was initiated into the customer’s account due to certain markers which pointed to possible bonus abuse and collusion.
Due to rules around Tipping Off, we were unable to give further information to the customer about the delay, save to say that we were conducting some security checks. Once our investigations produced a negative result, we apologised for the delay and proceeded to pay the customer as soon as possible.
Decisions to delay a customer’s withdrawal for such investigations are a big inconvenience to our customers and bad for our business, and are therefore not taken lightly at all. We hope it is understood that this was a genuine investigation undertaken completely in good faith. We always endeavour to process withdrawals as quickly as possible.
Best wishes,
Mansion Rep