Hi Andy,@L&L-Jan i dont know what you mean there a lots of posts on this forum where people mention only being allowed to make one withdrawal at a time? they are the terms from the casinos you represent and im a bit disappointed to not get a reasonable response from you on how you can prevent players from making a second withdrawl when your license conditions say you have to always allow players to withdraw without restricition. ive asked live chat at hyper casino too and they confirmed that it is only one at a time and when i asked them about it they said 'those are just our terms' and werent much help.
thanks to those who did reply. i think ill avoid the casino anyway as it was confirmed by the first replier that we should be allowed to cash out and i think jan ignored the question on purpose because he knows its wrong. i take things like this quite seriously. casinos already have the edge with rtp. i dont personally think they need to have an extra level of power over our ability to withdraw. but i will look at your recommended casinos and hopefully find one there. have a nice day everyone
Hi John!The only problem I have had is the one withdrawal situation and I think that's really poor. I made a withdrawal and then with a small amount I had left I won a little bit more but couldnt make another withdrawal until the first one was cleared and that took around 12 hours. Ther should be a facility where you could make the second withdrawal but it would just be held so as you couldnt play with it at all and it's not in your balance. L and L's withdrawals have improved but they are still at the slower end of the scale if using a Card payment.
Mr Wild gave information about how to go about getting paid in cases like this in a thread about another casino, I think thats what he was referring to.
Funnily enough, Videoslots seem to have a policy of lying to customers (as do others), telling them they won't get paid if they don't supply the information required, despite what Mr Wild states.
You know that me / support can assist there. We will just cancel and submit a new one on the background for you. Bear in mind, we're working on automated withdrawals so in the near future you won't have to contact us again for that kind of help.
They are not lying. They are not allowed to pay withdrawal if SOW is not sent, that is written in the LCCP. But after 30 days the business need to take a decision. In most cases it is sent to MLRO and then to NCA to take decision what to do with funds, most of cases it is then decided to be released. But in some cases funds are retained, so that is not a guarantee and the gaming company might not be allowed to release funds and by law the gaming company is not allowed to share that information with customer.
So if you refuse to comply with SOW checks, you can refuse. But might be a long while until you see your money again, if ever in some cases. Then you would need to go to court.
I only said you can refuse to comply, then wait and in most cases you will see your funds in your account in a couple of weeks / months. My intention with my post was to explain how things work in general for some to understand. So if you know your funds are legit and you dont want to comply with SOW, then I gave them an option.
No company is allowed to say that you will get your funds anyways regardless if you comply or not. Then they would be in breach of AML laws.
If you refuse to supply SoW documents then unless the NCA say otherwise, you should get paid.
VS's customer service state they will not payout unless the documents are provided. That is a lie, and has been proven with cases on here, that if you don't, you will get paid in most circumstances.
It's quite simple. CS say 'you will not get paid if you don't supply them' That is a statement of fact.
If you don't supply them, then do get paid, that is fact.
That means the original statement was a lie.
The definition of a lie is an intentionally false statement. By saying 'will not' or 'cannot' that definition is met. It should be 'we might not be able to pay your balance'.
Thanks for taking the time to reply, and apologies if I picked you up wrong. I do understand what you're saying, but I did check with Live Chat and was told that this would not be possible as UK Customers cannot cancel a withdrawal, in spite of me explaining that it would just be to make a larger withdrawal. Obviously I cannot speak for those with an account as I don't have one, but I feel it should be a lot easier as although you are helpful not everyone should have to visit a forum like this for help to process a second withdrawal, and not everyone will know that they can ask support to do it for them. Perhaps to add to someone elses suggestion above, it could be written that second withdrawals can be made through the Support Team, for customers who are unaware, although based on the conversation I had, it doesnt seem like it would be too easy a task to get a second withdrawal from support.Hi Andy,
We have one withdrawal slot yes, however, bank transfer are unlimited - so no restrictions. If you had requested a withdrawal, continued with remaining balance and you scoop another monster hit. Contact support, the withdrawal will be cancelled and a new withdrawal request of the value you ask us to insert will be sorted. That's only required if the withdrawal is not processed already, which we do twice a day. So just let us know how you want to take care of that and we will (if the case occurs where you have a pending and won another monster, as that is not always applicable of course.
Terms are there to display how the system works or to protect ourselves in case of particular events. My initial comment was also aimed at: let's try to find a topic on a forum where we actually applied it. I can guarantee these terms have never been applied and that any SE'ed player with a balance of +5 Euros, got their remaining funds back to their card/wallet/bank account.
Pretty sure that most of the regs can confirm they never or very rarely had withdrawal issues with us.
Please let me know if you need more information.
Why can't a casino simply do multiple withdrawals at once? The industry leaders do,and they are who you are trying to compete with aren't they?Maybe something simple, like timing your account out for 24hrs?.
Thats what the tools are for if you cant trust yourself, not exactly hard work.
Then do your next withdrawal, it's not that big of a deal.