Support Complaint SoF/SoW-issue, what now?

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
Hi all,

A casino I play at most of the time.. I made a withdrawal yesterday. As it wasnt approved yet this morning, I asked.

They said they requested a statement (did that before already).. I never received the request so was a bit annoyed as they let me deposit over 1200 since the moment they "requested" it.

I use a revolut account, where my IBAN is on all the statements, and not the UK-bankacc number connected to it.

It matches with all my deposits (the statement)..

Now they won't take that as proof. Even more sh*t is that Revolut has yesterday changed my UK-bank details, as they are supporting faster-payments with a new bankacc number.

This means I can never verify with the casino. What happens if you cant verify? Anyone had then?
 
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forgotlogin

Banned User
PABnononaccred
Joined
Nov 29, 2017
Location
Travelling
ok, youre talking about cashmio, which is a pretty shoddy casino so good luck.
revolut will have emailed you a couple of times regarding change of acc details. perhaps send screenshot of the email as a further proof
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Hi all,

A casino I play at most of the time.. I made a withdrawal yesterday. As it wasnt approved yet this morning, I asked.

They said they requested a statement (did that before already).. I never received the request so was a bit annoyed as they let me deposit over 1200 since the moment they "requested" it.

I use a revolut account, where my IBAN is on all the statements, and not the UK-bankacc number connected to it.

It matches with all my deposits (the statement)..

Now they won't take that as proof. Even more sh*t is that Revolut has yesterday changed my UK-bank details, as they are supporting faster-payments with a new bankacc number.

This means I can never verify with the casino. What happens if you cant verify? Anyone had then?

Why did they say they wouldn't accept it?
Which casino?
 

Mouche12

Kitty Lover
PABnonaccred
PABnoaccred
PABnononaccred
Joined
Jul 25, 2007
Location
Amsterdam
I don't think they have a rep here (correct me if I am wrong), but you can submit a PAB (see top ribbon) so that Max can intervene on your behalf. Best of luck!
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Theyre currently using UK for license. Once Brexit happens (if it does) then their next license for the EU is in Lithuania.

I don't know about you, but I transferred most of my cash back into my local bank, and left some for paying food

Ah right, I only use it for paying my Netflix (using Turkish Lira so about half the normal price :) ) so only have about £30 in there at any one time anyway :)
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
I use Revolut with no problems, now got some email about possible Brexit affecting and might have to do something (haven't really read it yet), but for me is no problems in any casino to use my Revolut virtual Mastercard (yes, that you need to pay monthly fee, not sure if for free virtual Visa same can be done). Also getting my small salary there with no any problems.

I'm quite sure that you can work it over, just by explaining everything in very detail and ask them to make some research and they should find it out what have happened. I got once difficulties to get my virtual card verified as it's bit hard to send back side of that.... but got it sorted quite quickly after explained why this card have CVN code in front of it and gave link to Revolut.

People who are looking these documents 8hrs a day, might sometimes come bit robotic and "computer says no" people, especially under huge workload, some casinos just don't have enough staff to be prepared to it and try to be fast instead of giving proper evaluation to issue, that should not happen but it does.... Hope you get your things sorted!
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
Sorry, I had bad internet for a few days.

I have a metal-revolut card@slottery.

update: they approved my withdrawal, said I was verified, took about 2k in deposits and then asked to verify the same bankaccount again. And this time they actually want a statement with the UK-bankaccount number on it, while revolut doesn't do that.

I have raised a complaint, saying it is not reasonable to say it is verified, take 2k in deposits and then say Im not verified anymore. They have taken this complaint as "you are not gambling responsibly" and closed my account. Not even going into the fact above.
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
ok, youre talking about cashmio, which is a pretty shoddy casino so good luck.
revolut will have emailed you a couple of times regarding change of acc details. perhaps send screenshot of the email as a further proof
I have sent in that, sent in statements of withdrawals to proof that the money I withdraw from them go into that account, screenshotted all my chats with revolut etc...
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
If they closed your account because "you don't gamble responsibly" then i assume that verification of bank account is not enough. Did they ask your SOW information and proof of your income? As what you write is addressing at least for me that they think you can't control your gambling and play more than you can afford.

Totally closing account is quite harsh in my opinion if there is anything very extreme happened on your account. If they think you have some problem, would be polite to ask it from you as well and not just block your account..... They could have also chosen to force limit to your account if they are worried about you, based on your incomes. That way they could let you play on healthy level what they judge (i personally quit playing in casino right away if they start to play SOW games when i think it's unreasonable or force me limit and tell how much i can spend, happily there are loads of trusted casinos).

They seem to be using MTS license, that group have been involved probably half of SOW/SOF issues here, their practice in place haven't been really player friendly, hope they have get bit better in it. Hard to say anything about your issue with Cashmio (don't know where that name came out but in first reply to OP it was mentioned, if that's not correct, this last part is irrelevant) without knowing any details and not expecting you to share your personal gaming history, but for some reason it seems that they think you have RG problems......
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
I have sent in proof of income before, bankstatements from my other banks, etc. etc.

I think they closed it because I complained saying it is unfair to take deposits while saying I;m verified when I'm not. Obviously complaining/disagreeing might seem like being annoyed/tilting.

They sent an e-mail saying they were thinking of closing my account - I told them that I would like to be remained open as I don't deposit more than I can afford. This again I can proof with income/bankstatements etc.
I've asked them to come back to the points I gave them (say I am verified on day 1 and 6 days later ask to verify the same bankaccount again).

The thing is: I understand why these things need to be verified and I am fully supportive of that, I myself do these checks too in the company I work for (a creditcardcompany), but it should be reasonably done.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Can only guess, but probably they took decision based on your communication as you assume as well. There probably is not much to do but maybe ask once would it be possible to re-open if you agree to add some limit to their account or something, if not, then you just have to look new casino.
 

misstrouble

Girl of your nightmares
Joined
Jan 17, 2019
Location
brighton
Can only guess, but probably they took decision based on your communication as you assume as well. There probably is not much to do but maybe ask once would it be possible to re-open if you agree to add some limit to their account or something, if not, then you just have to look new casino.

Yes, I'm fine with the account being closed - there is plenty of fish in the sea.

I just can't stand when people are being unreasonable/wrong.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Understandable, feel same occasionally when some (usually company) clearly making something nonsense but refuse to correct it or change their opinion even explained how clearly and making a valid point...... Stopped to arguments with these, just causing headache to myself. Your case was not handled very nice way at all, why had to go through all SOW/SOF checks if they already decided to close your account.....

If you were not suspected about money laundering, you could have been paid and then they could have informed you about their decision to close your account.... Agree that this is kind of weird behavior from their end and for sure frustrating.
 
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