Merkur Slots withholding money (Eyas Gaming)

[taggles]

So I transferred £3750 of my money into merkslots, they previously paid me out no problem, however as I attempted to withdraw £4100 they sent me the following message.

Thank you for joining us at MERKUR SLOTS!

To verify your account and enjoy everything MERKUR SLOTS has to offer, we need a few documents to help us confirm your identity.

Please upload your documents here -
To verify your account, please provide a clear colour copy or digital photo of the following:

• A Driving License or Passport photo that shows your name, date of birth, and the issue date.
• A recent utility bill or bank statement clearly showing your full name, current address, dated within the last three months. We can't accept bank statements from online banks.

• A copy of the front of the card you use as a payment method . Please ensure that only the first 6 and last 4 digits of your card number(s) are visible. All other digits must be unreadable (you can mask or cover these digits). Please don't send a copy of the back of your credit/debit card(s).

So I provided them with all the following, however days after whenever I tried to withdraw the money it would just be sent back into my account. So I contacted customer support today in which they now wanted to know all the worth of my assets, my tax returns, my employees details, my bank statements dating back 3 months and they do not accept online documents ( I only have Santander paperless statements ).

I am very angry that they refuse to pay me my money, I will be logging a complaint to IBAS and the gambling commission. Anyone else had same issue with these guys?

Thanks in advance

 

[L&L-Jan]

Enhanced due dilligence, best is to provide what they ask for. As for Santander statement you can download that no?

 

[taggles]

Enhanced due dilligence, best is to provide what they ask for. As for Santander statement you can download that no?

They do not accept downloaded online documents. Also the documents they want will be given to me end of the month. I took screenshots of my bank statement of the money going in along with the invoices that were paid to me to show source of funds for them. I do not own any other personal assets.

 

[The Dude]

Many banks have downloadable PDFs of your account. Check if they do - that would be acceptable I would think. I've used and done this in the UK just recently.

Just another reason why folks are bailing from draconian regulated UKGC casinos.

 

[taggles]

Many banks have downloadable PDFs of your account. Check if they do - that would be acceptable I would think. I've used and done this in the UK just recently.

Just another reason why folks are bailing from draconian regulated UKGC casinos.

I have just done that sent them a month PDF of my bank statements , with invoices paid to me, every time I send something they respond with " Please be advised that your documents were reviewed and rejected ."

So far I have sent them

1. Bank photo front and back
2. Driving license front and back
3. utility bill
4. Bank statement showing payment made with invoices of people who have paid me and when and where the money was spent at merkurslots
5. told them I own no further assets

I expect them to come back with something else like a merry go round

 

[The Dude]

Well, sounds like a cock-up to me. Have they explained EXACTLY what document they need?

 

[The Dude]

If you're hitting a dead end, you can try submitting a complaint via our PAB service. Just open a ticket from the top navigation tool bar. Not sure what the backlog is. But Max might be able to clear this up with them.

 

[taggles]

If you're hitting a dead end, you can try submitting a complaint via our PAB service. Just open a ticket from the top navigation tool bar. Not sure what the backlog is. But Max might be able to clear this up with them.

• A Driving License or Passport photo that shows your name, date of birth, and the issue date.
• A recent utility bill or bank statement clearly showing your full name, current address, dated within the last three months. We can't accept bank statements from online banks.

• A copy of the front of the card you use as a payment method. Please ensure that only the first 6 and last 4 digits of your card number(s) are visible. All other digits must be unreadable (you can mask or cover these digits). Please don't send a copy of the back of your credit/debit card(s).

As a responsible operator, from time to time we may need to confirm the source of the funds that customers use to play with us.​

As such, we’d kindly ask that you upload a high-resolution image of a document that shows proof of your income.

Please upload your documents here -

You do not have permission to view link Log in or register now.

Accepted documentation includes:
• Payslips that show your annual salary
• A document showing the sale of personal assets (i.e. the sale of a car or house)
• Proof of inheritance

 

[taggles]

If you're hitting a dead end, you can try submitting a complaint via our PAB service. Just open a ticket from the top navigation tool bar. Not sure what the backlog is. But Max might be able to clear this up with them.

Casinomeister appreciate the input, will give them couple more days to see if they sort their act out. If they don't then that is the next step, I have already complained to Ecogra and the gambling commission.

 

[taggles]

If you're hitting a dead end, you can try submitting a complaint via our PAB service. Just open a ticket from the top navigation tool bar. Not sure what the backlog is. But Max might be able to clear this up with them.

whose Max? can you direct me to him?

 

[The Dude]

If you've already filed a complaint with eCOGRA, then we won't be able to assist. It would be redundant. Give the casino support a chance to work this out with you - and keep us posted here. They should be able to give you proper instructions on exactly what is needed.

Maxd is our complaints manager.

 

[taggles]

If you've already filed a complaint with eCOGRA, then we won't be able to assist. It would be redundant. Give the casino support a chance to work this out with you - and keep us posted here. They should be able to give you proper instructions on exactly what is needed.

Maxd is our complaints manager.

Awesome mate let’s see what they do in the coming days will keep you guys informed if they pay out. Never had problems with them in the past.

 

[taggles]

I have now sent them 3 months of bank statements, and even a doctors operation letter to show I was out of work till my last invoices paid. Honestly I don't know what they want next? numbers to my safe? My birth certificate? and they keep emailing me asking me to provide details of inheritance and car sales? WTF? This is the worst casino I have EVER come across.

 

[The Dude]

Ok - take a deep breath - hold it, and let it go. Try that a few times.

I know it's frustrating. You need to make sure support understands you are having difficulty on figuring out exactly what they need. Do they have a live chat or phone number where you can talk to a human being?

These things usually work themselves out once you get a hold of a capable and competent person.

 

[taggles]

Ok - take a deep breath - hold it, and let it go. Try that a few times.

I know it's frustrating. You need to make sure support understands you are having difficulty on figuring out exactly what they need. Do they have a live chat or phone number where you can talk to a human being?

These things usually work themselves out once you get a hold of a capable and competent person.

Lol exactly. I’ve had 5 different live chat people tell me different things. Very incompetent and frustrating. Just to highlight I have sent them

1. ID front and back
2. Utility bill
3. Back card front and bank
4. Doctors note
5. 3 months bank statements
6. Invoices of work paid for
7. Told them I own no assets my car is hire purchase

But they keep coming back with something else.

 

[L&L-Jan]

Lol exactly. I’ve had 5 different live chat people tell me different things. Very incompetent and frustrating. Just to highlight I have sent them

1. ID front and back
2. Utility bill
3. Back card front and bank
4. Doctors note
5. 3 months bank statements
6. Invoices of work paid for
7. Told them I own no assets my car is hire purchase

But they keep coming back with something else.

Lets keep it simple: Provide the relevant documents that funded your gambling. If you received payments from others, that appear on your balance and were used on the site after? Get statements of 1 month from those individual(s) as well. The casino operator needs to follow the money, close that by providing all required information on how you used the funds from your deposit methods towards them.

 

[taggles]

Lets keep it simple: Provide the relevant documents that funded your gambling. If you received payments from others, that appear on your balance and were used on the site after? Get statements of 1 month from those individual(s) as well. The casino operator needs to follow the money, close that by providing all required information on how you used the funds from your deposit methods towards them.

I showed them clearly invoices that were paid to me just before I started gambling with them. Yet they keep asking for other random things. I’m done with online gambling everything is in their court.

 

[Jackstar]

Good luck getting your withdrawal it’s getting beyond a joke now with all this bullshit.

Jan, you say keep it simple and then go on to mention needing individual’s statements if they have transferred money prior to making a deposit, in this day and age the easiest way for paying family and friends etc is transfer by bank for example splitting for meals/tickets etc surely casinos cannot expect you to be asking these people for their statements?

 

[taggles]

Good luck getting your withdrawal it’s getting beyond a joke now with all this bullshit.

Jan, you say keep it simple and then go on to mention needing individual’s statements if they have transferred money prior to making a deposit, in this day and age the easiest way for paying family and friends etc is transfer by bank for example splitting for meals/tickets etc surely casinos cannot expect you to be asking these people for their statements?

Keep it simple but have to bare all from savings to every property to even showing accounts of random people who may have sent me money. They aren’t the HRMC they are a casino that take your money first and when it’s time to pay the paper suddenly their “ due diligence “ kicks in. It’s funny how they never ask for these things before people start transferring money?

What exactly Is the regulation? When is it too much? What do we actually legally have to provide?

 

[ladyhawke]

What exactly Is the regulation? When is it too much? What do we actually legally have to provide?

Your "mistake" - and I use that word advisedly - is that you made a large deposit followed by an even larger WD request.

Did you wager your deposit x-times, or was it deposit, win a little, then withdraw? If the latter, that may explain why they are requesting so much SOW stuff.

However, as you rightly said, casinos are not HMRC, and as many others have pointed out in the past, casinos these days are requiring more proof of income than a bank when applying for a mortgage.

If I still lived in the UK, I would have given up gambling years ago due to these intrusive requests, and again (IMHO), complete misinterpretation of the UKGC rules and regulations.

One of the reasons casinos don't insist on checks at deposit time is the fear it will put potential customers off playing there.

Instead, by imposing these draconian rules and regulations only at WD time, casinos are alienating many customers lucky enough to make a WD. So they are losing customers anyway, often with the customer having to walk away from their legitimate winnings.

But hey, as long as customers depositing outnumber customers withdrawing, it is a Win-Win situation for the casino.

Despicable behaviour.

 

[taggles]

Your "mistake" - and I use that word advisedly - is that you made a large deposit followed by an even larger WD request.

Did you wager your deposit x-times, or was it deposit, win a little, then withdraw? If the latter, that may explain why they are requesting so much SOW stuff.

However, as you rightly said, casinos are not HMRC, and as many others have pointed out in the past, casinos these days are requiring more proof of income than a bank when applying for a mortgage.

If I still lived in the UK, I would have given up gambling years ago due to these intrusive requests, and again (IMHO), complete misinterpretation of the UKGC rules and regulations.

One of the reasons casinos don't insist on checks at deposit time is the fear it will put potential customers off playing there.

Instead, by imposing these draconian rules and regulations only at WD time, casinos are alienating many customers lucky enough to make a WD. So they are losing customers anyway, often with the customer having to walk away from their legitimate winnings.

But hey, as long as customers depositing outnumber customers withdrawing, it is a Win-Win situation for the casino.

Despicable behaviour.

You are correct, only reason I deposited so much was to chase losses which I recouped with a lucky black jack and straight flush. I initially started with £200 deposit and it escalated lol.

I have now emailed in my id, statements, bank card photo, selfies, doctors notes, invoices, and they are still sending me the same email asking to send it in again for the third time. Something is not right with eyas gaming.

 

[ladyhawke]

Lets keep it simple: Provide the relevant documents that funded your gambling. If you received payments from others, that appear on your balance and were used on the site after? Get statements of 1 month from those individual(s) as well. The casino operator needs to follow the money, close that by providing all required information on how you used the funds from your deposit methods towards them.

Jan, I have a great deal of respect for you.

BUT the bolded statement by yourself is out of order. Those individuals have nothing to do with the casino as they are not its customers, and should not even come into the SOW equation.

The casino operator needs to follow the money...WTH?

They are a casino, for heavens sake, NOT a financial institution.

If the UKGC's rules and regulations really state this as a requirement, then it is not fit for purpose.

Or is this just Merkur's interpretation of said rules?

Either way, No! Just No!

 

[taggles]

Jan, I have a great deal of respect for you.

BUT the bolded statement by yourself is out of order. Those individuals have nothing to do with the casino as they are not its customers, and should not even come into the SOW equation.

The casino operator needs to follow the money...WTH?

They are a casino, for heavens sake, NOT a financial institution.

If the UKGC's rules and regulations really state this as a requirement, then it is not fit for purpose.

Or is this just Merkur's interpretation of said rules?

Either way, No! Just No!

Now they have locked my account and I can’t access my money. What the hell is going on.

 

[sufferinsilence]

Jan, I have a great deal of respect for you.

BUT the bolded statement by yourself is out of order. Those individuals have nothing to do with the casino as they are not its customers, and should not even come into the SOW equation.

The casino operator needs to follow the money...WTH?

They are a casino, for heavens sake, NOT a financial institution.

If the UKGC's rules and regulations really state this as a requirement, then it is not fit for purpose.

Or is this just Merkur's interpretation of said rules?

Either way, No! Just No!

Would be neat if you're self-employed to get statements from each and every one of your customers that have paid their bill... Absolutely brilliant...

 

[taggles]

Would be neat if you're self-employed to get statements from each and every one of your customers that have paid their bill... Absolutely brilliant...

The customer service guy keeps repeating same generic message and talking to me like I’m a computer. If only you could read the chat log it’s laughable. I keep asking WHAT ELSE DO YOU NEED, and he keeps asking for the same thing I’ve sent 10 times. I think they have stolen the £4200 of my money. This is ridiculous. Legally what can I do?