Venting Waiting for game provider verification

[williamj86]

Hi all,

Thank you for accepting my application. I have a slight issue I won big on a site 3 days ago, I had. Email last night to say my withdrawal has been cancelled as “We need to run additional checks on your account and make sure that all gaming activity is fine”, after speaking with customer service they have said they need to speak to game provider to make sure my gameplay was legit. Does this normally happen just worried as it’s nearly 13k win In total over a few games.

 

[snorky510238]

It can happen, especially if it’s a relatively large amount, which it is. Then it also depends on whether the Casino is legit, whether all your details are legit and verified, etc.

They will basically, look for any excuse/loophole, not to pay you but if you haven’t broken any rules, you should get the money, albeit after jumping through some hoops.

 

[williamj86]

Hi @snorky510238 thank you for your reply. I have had withdrawals accepted before for smaller amounts like €400-€1200 then I got a massive win on muertos multiway I thinks it’s spelt. Then tried to withdraw which said would take 36 hours then hours 35 I got this email to say it’s been cancelled for the above reason. They are making me feel I have done something wrong when I haven’t if you know what I mean.

 

[maxd]

Hello,

1. We may have a casino rep that can help you with your issue. Here’s a guide to using our Casino Representatives page: Finding a rep for a particular casino.

In most cases what you want to do is click on the rep’s name and send them a Private Message (PM) regarding your issue.



When you send your PM to the rep it’s usually best to give them the necessary details -- account details, withdrawal info, etc — so they can get to work doing what needs to be done. If it’s the weekend do be aware that it’s not unusual for these things to move a little slower then than usual.

2. If contacting the rep fails — or there is no rep — and you feel you need further assistance please feel free to file a Player Arbitration (PAB) request with us and we’ll look into it for you.



Regards,
Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)

 

[williamj86]

Hi @maxd

I am new to gambling and signed up to a site called bounty reels I can’t seem to find these page looking for a rep. Any help would be greatly appreciated.

 

[maxd]

Sorry, I’m not sure I understand.

1. Are you saying that the link — Finding a rep for a particular casino. - Casinomeister Forum — isn’t working for you?
2. OR, are you saying you can’t get to the rep list from the directions given there?
3. OR, are you saying you can’t find the rep you are looking for on the rep list once you are there?

When I know which problem you are having then I’ll know how best to guide you.

- Max

 

[williamj86]

Hi @maxd

Sorry had kids jumping on my writing the last post. I am going for option number 3 I can’t find the rep I am looking for.

Regards

Liam

 

[maxd]

Ah yes, understood. Since there is no rep you’ll probably want to move on to step 2 of my original email above (I’ve now broken it out into a two-part procedure).

- Max

 

[maxd]

Also, I should mention that it looks like BountyReels is an unlicensed casino site. They make vague references to Malta and UK “authorities” but provide no information regarding their licensing and only refer to themselves as “The Company” with no mention of ownership. None of this bodes well, FYI.

- Max

 

[williamj86]

Hi @maxd

So what does this mean sorry like I said I was new to the gambling world.

 

[maxd]

It means that you are dealing with a pirate casino site: no rules, no laws, no authorities, and no hope if they decide to keep that win of yours. That’s the bad news.

The good news is that we’re (almost) always willing to give it a shot on your behalf. In other words submit your PAB and we’ll do what we can for you. That may be all it takes to get you paid. Do note the use of the word “may”: with unlicensed casinos nothing is ever a sure thing.

- Max

 

[williamj86]

Hi @maxd

Shall I wait and see if they pay me out or should I start the PAB

 

[maxd]

Maybe wait until Monday morning to see if anything meaningful is happening. If not then feel free to PAB. I don’t honestly think that the extra time is going to make much difference but it’s not going to hurt anything either.

- Max

 

[williamj86]

Hi @maxd

I will leave it till I finish work at 5pm if I ent heard nothing I will start the process.

 

[williamj86]

Hi @maxd

So what happens with the PAB system

 

[maxd]

First step is to read the Player Arbitration Policies and Procedures as a lot of your questions will be answered there. Any specific remaining questions you may have you’re welcome to ask here.

If cases in progress — and from earlier in the year — would help, try this:



- Max

 

[williamj86]

Hi @maxd

I have had a update today that the gaming provider was notified on the 7/09/2024 do you know or have any idea of how long this check would take they are telling me most of the time a week but they have 30 days to investigate

 

[maxd]

Yes, I believe 28 days is more or less standard, though I have heard 60 or 90 days on occasion. Unfortunately once the provider investigation kicks off there is pretty much nothing you can say or do to speed that along: they work in isolation from the rest of the world and are untroubled by the impatience of mortals.

- Max

 

[williamj86]

Hi @maxd

Shall I wait for the outcome of that before. Start the PAB

 

[maxd]

Well, the truth is that the PAB probably isn’t going to go anywhere while that provider investigation is in progress. It certainly doesn’t hurt to file the PAB, do what can be done for now, and put it on ice while the casino says “must wait for a decision”. But it’s your call. We’ll still be here if you need us when the provider issues their verdict.

- Max

 

[williamj86]

Hi @maxd

I will wait for the outcome of the provider investigation before doing the PAB, have you ever heard of a gaming provider telling a casino that the system was flawed and his win isn’t valid

 

[maxd]

Yes, I certainly have. Mind you, I’ve been in the business for 25 years so I reckon I’ve heard most everything there is to be heard.

Anyway, NP, we’ll be here and happy to help you if and when you need us.

- Max

 

[williamj86]

Hi @maxd.
You have been a massive help thank you so very much honestly. Just going to have to wait this out now I think. See what the outcome is and we go from there