Withdrawel refused royal slots

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Hi im hoping i can get some advice please. I won 500 pd on royal slots few weeks ago and withdrew no problem. I then won 2800 and withdrew 2 x 1400. On doing this i was asked for verification. I sent driving licence bank statement and 2 x debit cards front and back....this included the card i had deposited with. It was all approved but have comeback that i have another debit card on account and without verification cannot withdraw money. I explained i no longer have this bank account or card. They want me to get a letter to say account closed. Im disabled and isolating due to covid but thats not the point. I believe i have supplied enough i.d. they said im asked because 2000k threshold.
I read up on this and since may this year it states they should not ask on withdrawel if could of asked before then others say they can so what is the point of bringing out in may that you cannot?? Have i got any chance of getting winnings just on id i have provided please . Hope you can give some advice. If you have any old cards get them removed. Royal dlots you havd to ask for them to be removed...i have asked they have declined that option until verified. Anything not to pay out it seems. Ty
 

Najasaki

Keep It Simple, Stupid.
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Quite the pickle. You're requesting a withdraw of a sizable amount and they want to find ways to lower the limbo stick so they don't have to pay but probably will pay once they run out of hurdles to throw at you.

I think they may have you by the neck needing a letter to state that the account is closed. Can't you request it from your bank? Was it a throw away pre-paid card?

I've had this happen before with a pre-paid card and it was an utter bitch to get my money.
 
Last edited:

colinsunderland

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I think they may have you by the neck needing a letter to state that the account is closed. Can't you request it from your bank?

They don't, the UKGC is very clear that a KYC check should not delay any withdrawals. If this is the £2k threshold, then it is enhanced KYC, therefore it shouldn't prevent any withdrawal being made.

OP email them back stating

I will contact my bank for the information you require, and if they supply it, I will forward it to you.
In the meantime I expect you to process and pay my pending withdrawal of £xxxx without further delay. I will remind you that failure to do this is a breach of your LCCP, namely License condition 17 (2) that states

A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier.

I first used this card on xx/xx/xxxx and last used the card in question on xx/xx/xxxx, and therefore you could have requested this information at any point from first use. As you didn't, your LCCP is very clear, you cannot delay my withdrawal while awaiting me to supply it.

Failure to process the withdrawal will result in a complaint to the UKGC regarding this clear breach.

I have also screenshot your FAQ page that shows you are operating against the UKGC guidance and your LCCP, where it states:

Why is my withdrawal still pending?

There are several reasons for a withdrawal to be delayed:
Is there any KYC pending for your account? Withdrawals cannot be processed if KYC documents are pending.


I look forward to hearing your response.
 

Najasaki

Keep It Simple, Stupid.
PABaccred
Joined
Aug 24, 2010
Location
Your Happy Place
They don't, the UKGC is very clear that a KYC check should not delay any withdrawals. If this is the £2k threshold, then it is enhanced KYC, therefore it shouldn't prevent any withdrawal being made.

OP email them back stating

I will contact my bank for the information you require, and if they supply it, I will forward it to you.
In the meantime I expect you to process and pay my pending withdrawal of £xxxx without further delay. I will remind you that failure to do this is a breach of your LCCP, namely License condition 17 (2) that states

A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier.

I first used this card on xx/xx/xxxx and last used the card in question on xx/xx/xxxx, and therefore you could have requested this information at any point from first use. As you didn't, your LCCP is very clear, you cannot delay my withdrawal while awaiting me to supply it.

Failure to process the withdrawal will result in a complaint to the UKGC regarding this clear breach.

I have also screenshot your FAQ page that shows you are operating against the UKGC guidance and your LCCP, where it states:

Why is my withdrawal still pending?

There are several reasons for a withdrawal to be delayed:
Is there any KYC pending for your account? Withdrawals cannot be processed if KYC documents are pending.


I look forward to hearing your response.


I was unaware of that rule. Hope it works out for OP.
 

hhhelllo

Not really here
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what happened to the douchebags? They got sold? They had a wonderful blueprint joint that wasnt a half colored nyx crap product. All they offer now is delays and low rtp.
@colinsunderland you are a beast
Is there something like this that could be used for an mga liscensed casino? Everybody seems to stall payments exept rizk and unibet...
 

colinsunderland

Experienced Member
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Location
uk
I don't know enough about the MGA licensing to be able to say, I don't recall seeing anything like this posted about one of them, so don't think so, but it's hard enough keeping up with UK legislation let alone different jurisdictions :)
 

Playford7

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what happened to the douchebags? They got sold? They had a wonderful blueprint joint that wasnt a half colored nyx crap product. All they offer now is delays and low rtp.
@colinsunderland you are a beast
Is there something like this that could be used for an mga liscensed casino? Everybody seems to stall payments exept rizk and unibet...
Haha col is a savage when unleashed, he’s a credit to CM and glad we got him.
 

hhhelllo

Not really here
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Imagine the look on the face of a « casino manager » when an agent forward his messages after a standard stalling tactic full of bs and bad intentions.
argh.. just pay this fkn guy...
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
They don't, the UKGC is very clear that a KYC check should not delay any withdrawals. If this is the £2k threshold, then it is enhanced KYC, therefore it shouldn't prevent any withdrawal being made.

OP email them back stating

I will contact my bank for the information you require, and if they supply it, I will forward it to you.
In the meantime I expect you to process and pay my pending withdrawal of £xxxx without further delay. I will remind you that failure to do this is a breach of your LCCP, namely License condition 17 (2) that states

A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier.

I first used this card on xx/xx/xxxx and last used the card in question on xx/xx/xxxx, and therefore you could have requested this information at any point from first use. As you didn't, your LCCP is very clear, you cannot delay my withdrawal while awaiting me to supply it.

Failure to process the withdrawal will result in a complaint to the UKGC regarding this clear breach.

I have also screenshot your FAQ page that shows you are operating against the UKGC guidance and your LCCP, where it states:

Why is my withdrawal still pending?

There are several reasons for a withdrawal to be delayed:
Is there any KYC pending for your account? Withdrawals cannot be processed if KYC documents are pending.


I look forward to hearing your response.
Thank you ever so much for your advice im quite speechless. I will keep you updated with my story i hope its as easy as hou have outlined. Thankyou sooo much xx
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Thank you ever so much for your advice im quite speechless. I will keep you updated with my story i hope its as easy as hou have outlined. Thankyou sooo much xx
I have just sent the reply from your above example. I hope this works but i bet theyll have some excuse to stop paying out. If i get my winnings i would send you a token thank you for sure xx
 

Winnerette

Newbie member
Joined
Nov 14, 2020
Location
Wales
Hi had this email in response to the draft letter i sent. Is this usual?? Thanks xx


Dear Gaynor,
This email serves as an acknowledgement of your complaint that has been escalated to a first stage complaint.
I am writing to inform you that the Customer Support Manager will review your complaint in full. We will aim to either provide you with an outcome or update to you within 10 working days.
At this stage we ask that you allow us time to review your complaint, but if you wish to seek further support or advice you may do so.
You can find more information on our complaints policy under section 25 of our terms and conditions.
We kindly ask you not to make any contact in the meantime as a Customer Support Manager is now reviewing your complaint.

Kind Regards
 

colinsunderland

Experienced Member
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Location
uk
Yes, it means it has been escalated to a complain, which is what I thought might happen, just see what happens next :)
 

Fredos386

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They have no right to delay for that.. casinos tried this with me very recently.. i called lawyer and told the casino i was going after them.. 5 minutes later suddenly they had found the info.. its just bluff... and what is getting ridiculous is casinos use the same over and over.. i go in forums and get the exact words stuff.. i went through it.. it's illegal.. final.. just push them.. or do like me.. call a lawyer and inform them to contact him/her.. you'll see they lie and act super strong but its bullshit house of card the second you know the laws.. oh ..and also.. try learning.. what you gain if you take lawyer and go all the way .. you will understand why they flip on a coin fast when you tell about that lolol. Casino must have a internal industry memo "10 ways to delay or not pay" and they dont even try to change a few words for the sake lol so i guess we should do a guide "10 ways to multiply your cashouts on casinos trying to not pay" lmao
 

Fredos386

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It's simple.. people just don't inform themselves.. casinos have it easy they say whatever they wish.. they act like they on top of the world writing the laws of the world... its just bullshit.. and if you find one that is serious.. call a lawyer.. jackpot and fortune ahead haha.. and some situations you can just call some firms specialized in that .. that will evaluate and offer to run it all free for a %.. but people. dont even try.. it's sad
 

Fredos386

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lol L&L .. .THE group where KYC is hard than going on top of everest while building a spaceship. You guys really pushed it beyond limits of imagination... gg for making something that is legally only a request of identity into a james bond movie.... oh ya i am helping players in a place where the acutal people doing the scum are.. hey hello.. i'll make your life harder and harder by the day .. :p
 

Playford7

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lol L&L .. .THE group where KYC is hard than going on top of everest while building a spaceship. You guys really pushed it beyond limits of imagination... gg for making something that is legally only a request of identity into a james bond movie.... oh ya i am helping players in a place where the acutal people doing the scum are.. hey hello.. i'll make your life harder and harder by the day .. :p
Kyc took me less than a hour for all my L&L casinos, wasn’t difficult at all.

All sure if you asked Jan would of helped
 

L&L-Jan

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Location
Malta
lol L&L .. .THE group where KYC is hard than going on top of everest while building a spaceship. You guys really pushed it beyond limits of imagination... gg for making something that is legally only a request of identity into a james bond movie.... oh ya i am helping players in a place where the acutal people doing the scum are.. hey hello.. i'll make your life harder and harder by the day .. :p

Sorry we exist mate :)

anyway, yes you could have reached out like Playford is saying. But even without reaching out he got verified with no issues.

Yes I have to admit, for some it goes fluent, for some its a headache activity.
 
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