Hi Dwyer,
Not being able to re-request a withdrawal should not be the case and we regularly have players re-requesting a withdrawal in the same day.
We will investigate to see if there were any issues at the time of your request.
With regards to the 72 hours, kindly note that this is the maximum time and we average approx 9 hours for withdrawals on verified accounts and also aim to minimise this further in the near future.
We thank you for your feedback and of will of course take it on board.
Many thanks,
Connor
I know for a fact it came up with a red cross and no way to re-request it, and asking live chat they advised me that yes, you cannot submit another until the next day. They then linked me the terms page.
I made issue with live chat and asked them to check if this really was the case, and they repeated once more, the terms on the site. Really was not helpful.
The real complaint I have on top of this is regarding verification.
I managed to get a decent win a week or so ago. I submitted a withdrawal that night, and went to sleep. I did ask live chat before hand how long it would take, and if my withdrawal will be sat pending the entire time until processed. Yes it will be sat pending im told, and to wait up to 72 hours for the finance team to look at it. However, the finance team are not in the office currently and only weekdays during working hours. OK i say.
Morning rolls round, and no communication yet. Around midday i get an email advising they want some documents. No problem.
I send in my photocard driving license, my Birth certificate, a government issued letter, and screenshots of my fully verified skrill account, from which i made my deposits. I will add here - the reason i sent in the Birth Certificate on top, is that the photo element of my driving license is indeed expired, and I do need to get it sorted, but every other casino currently over the last few months, have understood this, and been OK with Birth certificate along with government issued letter. I know that this is acceptable proof of identity in the UK - i even linked them the Government site that explains this, just so they understood why i was sending the additional docs.
It is good enough for several other UKGC casinos.....but Volt? Of course it was not good enough.
They email me a few hours later, around 3pm, to say all documents are accepted, aside from my proof of ID, as photocard expired. OK, but i then fire an email off explaining that the Birth Certificate and Government issued letter together should be sufficient. This email is ignored.
I go onto live chat and ask for confirmation of what is happening with verification of my account. After a period the agent says send in your Birth certificate. I say you already have it. Long pause. Agent comes back to say no we need photo ID im afraid.
So i try and explain again, but it feels like banging my head against a brick wall.
I wait for a few hours more, for maybe a reply to my email i sent earlier. Nothing. I ask live chat if verification is still happening.....agent simply says it has gone 5pm, the verification team have left the office. I ask if they work over the weekend. Agent says i dont know. I ask if anyone is available over the phone to speak to. No, email only.
So its the weekend, my withdrawal is near 24 hours pending, I have no idea what is happening with my account verification. At this stage I feel like im being given the run around, as every possible little action takes so long and barriers put up where possible. It felt like I was not going to get paid, and it was going to be one of those situations.
In the end, i reversed my withdrawal, and flitted it away, as im sure they wanted.
So then Monday rolls round. Funnily enough, i get an email bright and early. Your account is verified, we can do it with Birth Certificate after all. You are free to make a withdrawal it says! Great news.
Now call me old fashioned, or cynical or whatever you want, but come on. It is some coincidence that once my winnings were gone, they are happy to verify my account so rapidly.
Yes the main blame you could say is me being impatient and silly and playing it back. But I have been around the block a few times. I have been subject to little tactics to hope you reverse, or to make it difficult in every way to collect your winnings.
Volt knew exactly what they were doing. They got me i guess, mission accomplished.
It is the response to my complaint after all of this that is so stunning however. But i will not go into that at the moment.
Apologies for the long rant, but it has really got to me, at a UKGC casino, such silly little games. The response of live chat and the finance team of just blanket linking their terms and "tough luck" really does not sit well with me.