Unable to withdraw winnings UKCasino

sandybag

Dormant Account
Joined
Apr 2, 2018
Location
UK
Hi all,

I am new to this forum and i would like a little bit of advice please.
I have been playing on an online casino ( UKCasino) and have won some money.
I have met all the wagering requirements in regards to any bonus funds.
I have sent in my verification documents.
Now i find that my account has been locked.
I was wondering if this is normal practice?
The customer services say that my account is locked until they have checked my documents.
They are not responding to my emails.

Any help gratefully recieved.
Thanks
Sandbag.
 
Some casinos say that if they can't verify you in 72 hours or something that they'll lock the account until they can - i've not seen this happen many times.

As stevie says they're accredited - did they give you a time limit to review? It should probably be no longer that 3 days (even that's a bit excessive). If you get no response you can give the rep here a nudge https://www.casinomeister.com/forums/members/renee_ra.12872/
 
Hi thanks for replying. I won the money on Thursday, sent my documents on Friday and attempted to log in today with no joy. Customer services have not given me a time frame just saying that it will be soon hopefully.
They have said that they have a backlog of documents to verify.
 
No not Uk Casino Club.
I have just contacted customer services and they have said that they will verify my details in the next 24 hours and then reopen my account.
So hopefully in 24 hrs the issue will be resolved.
Thanks.
 
No not Uk Casino Club.
I have just contacted customer services and they have said that they will verify my details in the next 24 hours and then reopen my account.
So hopefully in 24 hrs the issue will be resolved.
Thanks.

So it’s not ukcasino club....then who is it....cuz this casino is accredited here...
 
Update - no further forward. I have sent all required documents plus the front of my bank card. Now they are saying that it may take 6 days to review my ID.
Getting a bit fed up - or is this fairly standard?
 
Mmmmmm attempted to log in to LeoVegas I cannot - it is stating that because i am self excluded from one of their sister casino's i cannot log in. I am sellf excluded from 21 casino ( which I now know is part of the same set of casino's). Does this mean I forfiet my winnings on UKcasino?
Thanks.
 
Mmmmmm attempted to log in to LeoVegas I cannot - it is stating that because i am self excluded from one of their sister casino's i cannot log in. I am sellf excluded from 21 casino ( which I now know is part of the same set of casino's). Does this mean I forfiet my winnings on UKcasino?
Thanks.

Possibly, what did the rep say?
 
The link provided for the rep is for UK Club Casino and I am having issues with UKCasino ( apparently part of LeoVegas).
Thanks for your reply.
 
Mmmmmm attempted to log in to LeoVegas I cannot - it is stating that because i am self excluded from one of their sister casino's i cannot log in. I am sellf excluded from 21 casino ( which I now know is part of the same set of casino's). Does this mean I forfiet my winnings on UKcasino?
Thanks.

As you’re saying 21 casino do you actually mean <21.co.uk> ?
Because if you’re self excluded there , you can expect them to return your deposits as they were taken over by Leo Vegas a few weeks ago if I remember correctly .
 
Yes that's correct. So I have no chance of withdrawing my winnings ? I actually took a long time out ( 5 years!) from 21.co.uk not self exclusion does that make any difference?
 
Yes that's correct. So I have no chance of withdrawing my winnings ? I actually took a long time out ( 5 years!) from 21.co.uk not self exclusion does that make any difference?

Anything over 6 months is counted as self exclusion unfortunately . 5 years - you’re definitely self excluded there.

Both casinos in question are sister sites and were taken over from leovegas and they should returned your deposits.
 
Yes that's correct. So I have no chance of withdrawing my winnings ? I actually took a long time out ( 5 years!) from 21.co.uk not self exclusion does that make any difference?

That is a self exclusion as far as I'm aware.
Don't know how much you have deposited but they should be refunded. You might get the winnings but I wouldn't hold your breath.
 
Just had this email from customer services.

Hello Sandra

Thank you for your email regarding your verification.

I can confirm that we have received your ID documents, thank you for sending them into us. I can advise that due to an unforeseen backlog of ID requests, the verification team are currently experiencing delays to processing. The current turnaround for verification is within 6 days of receipt.

As soon as your documents are processed, any outstanding payments will be released. We would hope that your ID is processed sooner and our verification team pass on their apologies.

If you need any further assistance please contact us via live chat between 8am-12am and we will be happy to help or alternatively you can email us.

Kind Regards

Michael
 

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