Withdrawel refused royal slots

[Borgie]

Here are some xxxxx from me too @L&L-Jan because you are worth it .

 

[Playford7]

Here are some xxxxx from me too @L&L-Jan because you are worth it .

Never had a kiss from you before, now a bloody rep has got loads!

 

[Borgie]

Never had a kiss from you before, now a bloody rep has got loads!

Xxxxxxxxxxxxx go on then feeling generous lol

 

[Winnerette]

Hi all hope your safe and well. Ive had a reply from royal slots. It makes me so frustrated as had similar messages and about 20 of them. When will they listen that that card is no longer in use andxwasnt the card used to deposit with winnings. I have asked sor their adr now and given them my solicitors name and address perhaps that will shift them but i prob have the same rey with a few ands and the's in different place. Have i done right???
Thanks all and kisses for you all and jan lol xxxxxxxxxxxxxxxxxxxxxxx

Dear Gaynor,

We are contacting you as further verification of your account is required.

Before sending the documents listed below, please ensure:

- You use clear, original, colour copies of all documents, with all four corners visible and all relevant details showing in a high quality either .JPG or .PDF format
------------------------------------

Credit/Debit Card(s) - For security reasons we are required to verify ownership of recently used credit/debit cards. This should be a photo of the front and back of the following card(s): **4018, ensuring that:

1. The first six and last four digits are visible on both sides e.g. 123456******1234.
2. For your own protection, you must mask the middle six digits (front and back) as well as the three-digit security code on the back of the card. If they are not masked, you will be required to send the document again.
3. Please ensure the signature strip on the back of the card has been signed.

** Please note - if you no longer have access to this card then you will need to provide us with a bank statement linked to that card showing transactions made to One Click Ltd. **

We cannot process your withdrawal until we have received this information.
------------------------------------

 

[colinsunderland]

Hi all hope your safe and well. Ive had a reply from royal slots. It makes me so frustrated as had similar messages and about 20 of them. When will they listen that that card is no longer in use andxwasnt the card used to deposit with winnings. I have asked sor their adr now and given them my solicitors name and address perhaps that will shift them but i prob have the same rey with a few ands and the's in different place. Have i done right???
Thanks all and kisses for you all and jan lol xxxxxxxxxxxxxxxxxxxxxxx

Dear Gaynor,

We are contacting you as further verification of your account is required.

Before sending the documents listed below, please ensure:

- You use clear, original, colour copies of all documents, with all four corners visible and all relevant details showing in a high quality either .JPG or .PDF format
------------------------------------

Credit/Debit Card(s) - For security reasons we are required to verify ownership of recently used credit/debit cards. This should be a photo of the front and back of the following card(s): **4018, ensuring that:

1. The first six and last four digits are visible on both sides e.g. 123456******1234.
2. For your own protection, you must mask the middle six digits (front and back) as well as the three-digit security code on the back of the card. If they are not masked, you will be required to send the document again.
3. Please ensure the signature strip on the back of the card has been signed.

** Please note - if you no longer have access to this card then you will need to provide us with a bank statement linked to that card showing transactions made to One Click Ltd. **

We cannot process your withdrawal until we have received this information.
------------------------------------

That looks like an automated email as the verification hasn't been received yet.
I would reply to it and ask why they have ignored your complaint, see what they come back with.

Do you not have access to a bank statement with the transactions on? As much as I'm sure you will get paid eventually without it, if that is what they are prepared to accept, and you have it, then it would be quicker and a lot less hassle.

 

[colinsunderland]

double post

 

[Winnerette]

Thank you for your time and reply. Ill get onto them straight away. I was paperless i had one printed out from before showing one click but they want pdf and it doesnt have name abd address on. Ill try again with asking why they have ignored my dispute xx ty once again

 

[Winnerette]

Hello everyone
Well here goes their final response. So the may 2020 lccp ruling of requesting data isout of the window. Im speechless. Any advice woild be welcomed besides getting the bank statement.
Gaynor


Thank you for your response on the 17th of November 2020.

On the 4th of November 2020, you reached the 2K withdrawal and deposit threshold. We are therefore obligated to request full documentation to verify your account, this is in line with the UKGC licensing regulations and laws. We requested full KYC documentation from you on the 4th of November 2020.

You have recently advised us that you are no longer in possession of debit card ending **4018 that has recently been used on your account. Therefore we do require you to provide evidence that you no longer have this card, as you closed the account.

If you had online banking with the card ending **4018, as long as you did not cancel your online banking registration, you’ll be able to see statements for your closed accounts in online banking for up to 7 years from the date you registered for online banking.

The regulation requires that banks must provide you with up to 5 years of your transaction history at current account closure if you want it. You can also request this at a later date but please note, you will only receive up to 5 years from the day you ask us. Transaction history will be sent to you in the form of copies of your statements.

You can order your statements from a closed bank account as above or by visiting the branch where you opened the account. Please note that the bank may request proof of ID and address in order to be able to do this for you.

The statement needs to be on bank headed stationery and would need to be stamped and signed by the bank on that day, it also needs to have your full names and address on the document, and the document will need to be sent in PDF or JPEG format and show all 4 corners of the document.

We do understand this is an intrusive process, but it is one you should expect when playing at any regulated UK online casino.
In summary, we are acting within our obligatory guidelines and are keeping you informed throughout this process, we are unable to comment any further until the review on your account has been completed and we have received the required documentation from you.

While we await the document that we have requested, your withdrawals will remain on hold. At this time we are requesting this documentation in line with our regulatory obligations.

We have explained why we require this document in order to review your account.

We hope that you are willing to co-operate in order for us to resolve this matter for you.

If you are dissatisfied with our decision and wish to escalate this complaint to a second-stage complaint it is open for you to do so.

Please respond to this email explaining why you remain dissatisfied and what outcome you are expecting.

This information will be reviewed by the Head of Customer Operations who will aim to either provide you with an outcome or update you within 10 working days of acknowledging the complaint.

Kind regards,

 

[colinsunderland]

Escalate it to the next level



I would like my complaint escalating to the next stage of your complaints procedure.

I explained in detail that you are seemingly in breach of your LCCP, and that was the main body of my initial complaint, something you have not even touched upon in your reply.

To re-iterate, your LCCP states

License condition 17 (2)
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.

Please explain why requesting of this particular document was not possible before I requested a withdrawal, and why One Click Media Ltd seems to believe their UKGC LCCP is not something they have to adhere to.

I do not need another reply to questions not asked, just a reply to my actual complaint above will suffice.

Thank you

Yours

xxxxx

 

[Winnerette]

Omg coildnt of put it better ty for the prompt response your an angel ill let you know how it goes ty xx

 

[paul7388]

It all comes down to how these companies follow the rules.

We see it all the time that they need to have copies of previous cards etc.

Main reason I would never use my debit card with one of these foreign based casinos. Always needing proof of cards and bank statements etc. Showing card getting used.

Maybe I am wrong and all the bookies sites are acting illegally.

But in over 20 years of online gambling never once been asked to even scan a card. Ladbrokes . WH , Coral , PP you name it. Simply register card and use it. Change bank card and update it in site. No need to send photos of card and cards you used 10 years ago.

Like I say maybe they are all acting illegal but very much doubt it.

 

[Winnerette]

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

 

[Winnerette]

Thank you all this is the latest email from royal slots. Im not saying it will get my winnings but further than.if i had to of sorted myself ty xxx


Dear Gaynor,


This email serves as an acknowledgment of your complaint that has been escalated to a second stage complaint.


I am writing to inform you that the Head of Customer Operations 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 our Head of Customer Operations is now reviewing your complaint.


Kind regards



Royal Slots - Customer Support

 

[colinsunderland]

expect to get another email not actually addressing the complaint, but just pop it up here when you do

 

[slotmaster]

I could walk downstairs one floor and ask... but ey, all that GDPR stuff these days making thing complicated to be dealt with

EXACTLY! ARGHHHH!! I am so fed up with "customer service" taking forever to get back to you on a simple request kind of thing, I am still waiting for a first response month and a half now on one thing as an example but try to get a response out of anyone now days is impossible. I wish I lived in the u.k. so I could have @colinsunderland help at least with all the issues.

Thank you for providing excellent customer service like that and to be honest it is saving you costs by just getting er done.

 

[Winnerette]

expect to get another email not actually addressing the complaint, but just pop it up here when you do

Ty colin xx

 

[Winnerette]

Hi all hope your well
Just an update received this email today so probably know by next Friday.
It will more than likely be a big NO.
Anyway ill keep you posted
Xxxx

Dear Gaynor,


Thank you for your email of 26th November 2020.


At this time your complaint is under review and we will aim to either provide you with an outcome or update to you within 5 working days.


Kind Regards


Natalie
Head of Customer Operations

 

[irish-ranger]

Hi all hope your well
Just an update received this email today so probably know by next Friday.
It will more than likely be a big NO.
Anyway ill keep you posted
Xxxx

Dear Gaynor,


Thank you for your email of 26th November 2020.


At this time your complaint is under review and we will aim to either provide you with an outcome or update to you within 5 working days.


Kind Regards


Natalie
Head of Customer Operations

Shocking when u get your money never touch any of their casinos again, fucking ass holes they are, I really dread to think the amount of people they do this to and they just walk away...

 

[Winnerette]

Shocking when u get your money never touch any of their casinos again, fucking ass holes they are, I really dread to think the amount of people they do this to and they just walk away...

Ty for your reply i will let u know how it goes. Your right i wontbe signing up with any of them

 

[Winnerette]

Well guys here is my final response am i at the end of the road??? Ty

DEar Gaynor,


I am writing in response to our email of 20th November 2020.


I have reviewed your complaint in full and all the information we have on file.


At this time we have acted in accordance with our regulatory obligations, therefore the withdrawal will remain on hold until we have completed the verification of your account.


I can confirm on 28th May 2020 we sent you an email requesting all three cards **4018, **1209 and **0001.


We again then asked for this documentation on 26th September 2020, 4th November 2020 and 19th November 2020.


Before reaching this particular threshold your account was electronically verified and we requested identification and proof of address on the account under the verification tab in the account section.


In addition to this on 28th May 2020 we also added the request for card ending **4018 on the account. We also sent an email in May 2020 requesting this further documentation based on a review.


However, in line with our regulatory obligations we are required request and conduct Customer Due Diligence when a customer reaches a €2000 threshold. Prior to reaching this threshold you would have been able to deposit and withdraw freely.


In light of a review of your account, we promptly requested again proof of all payment methods used in order to meet our Customer Due Diligence obligations.


It was at this time you informed us the account relating to card ending *4018 has been closed and the card has been destroyed.


To satisfy our regulatory obligations we require evidence to support the information you have provided to us.


We are kindly asking for you to contact your branch or the main contact centre for the bank and request either a statement or a confirmation letter to verify that this account has now been closed.


Most banks will be able to either send this information through the post or via email. This document will require your full name and address and will need to be sent in PDF or JPEG format and show all 4 corners of the document.


Banks are required to hold this data for a minimum of 5 years and normally a confirmation letter is sent to confirm the account has now been closed.


We do understand this is an intrusive process and you are unsatisfied with the information we have requested but it is one you should expect when playing at any regulated UK online casino.


At this time your winnings remain on the balance of the account until we can satisfy our regulatory obligations.


If you are dissatisfied with our decision, you may refer your complaint to IBAS (Independent Betting Adjudication Service), the official body approved by the Gambling Commission to provide informed and impartial adjudications on disputes that arise between licensed gambling operators. Further information including contact details can be found following this link

You do not have permission to view link Log in or register now.

.

 

[paul7388]

Guess if they had asked you several times to verify card and you never it might change things. Unless the email they sent you is not correct as you never once mentioned that had asked for info months ago.

Up to you but not sure why you have not phoned bank asking them to send a letter proving you owned the card . If you had done that weeks ago I imagine you would have been paid by now.

Personally think it is a joke the way casinos ask for all these copies of cards. Bookies never do. But for nearly 3 grand I would have been straight on phone to bank every day till I got proof required lol.

 

[Winnerette]

Ty for your response. I have checked emails and cannot find them. It was more of making a point that i hadnt used card gor a while, that i had asked if coumd be removed and it wasnt linked to money revmcently put into account. If i can get a statement then they have to pay me is that right and if so i upload they check and then go ftom there?? Ty paul for advice
Gaynor hoare

 

[paul7388]

Ty for your response. I have checked emails and cannot find them. It was more of making a point that i hadnt used card gor a while, that i had asked if coumd be removed and it wasnt linked to money revmcently put into account. If i can get a statement then they have to pay me is that right and if so i upload they check and then go ftom there?? Ty paul for advice
Gaynor hoare

From what i have read they keep saying as soon as you prove that card was yours you will get paid.

Personally i think it sucks. Hence reason if i use these type casinos they get Neteller ot nothing. Just use debit card at bookies as no hassles with changing it and no need to send stupid photos.

Your choice and i know it is a hassle. If it was say £20 i would just tell them to keep it. But for such a large amount even tho i did not agree with them i would just get proof and sent it to get my money then never touch them again.

 

[colinsunderland]

Well guys here is my final response am i at the end of the road??? Ty

DEar Gaynor,


I am writing in response to our email of 20th November 2020.


I have reviewed your complaint in full and all the information we have on file.


At this time we have acted in accordance with our regulatory obligations, therefore the withdrawal will remain on hold until we have completed the verification of your account.


I can confirm on 28th May 2020 we sent you an email requesting all three cards **4018, **1209 and **0001.


We again then asked for this documentation on 26th September 2020, 4th November 2020 and 19th November 2020.


Before reaching this particular threshold your account was electronically verified and we requested identification and proof of address on the account under the verification tab in the account section.


In addition to this on 28th May 2020 we also added the request for card ending **4018 on the account. We also sent an email in May 2020 requesting this further documentation based on a review.


However, in line with our regulatory obligations we are required request and conduct Customer Due Diligence when a customer reaches a €2000 threshold. Prior to reaching this threshold you would have been able to deposit and withdraw freely.


In light of a review of your account, we promptly requested again proof of all payment methods used in order to meet our Customer Due Diligence obligations.


It was at this time you informed us the account relating to card ending *4018 has been closed and the card has been destroyed.


To satisfy our regulatory obligations we require evidence to support the information you have provided to us.


We are kindly asking for you to contact your branch or the main contact centre for the bank and request either a statement or a confirmation letter to verify that this account has now been closed.


Most banks will be able to either send this information through the post or via email. This document will require your full name and address and will need to be sent in PDF or JPEG format and show all 4 corners of the document.


Banks are required to hold this data for a minimum of 5 years and normally a confirmation letter is sent to confirm the account has now been closed.


We do understand this is an intrusive process and you are unsatisfied with the information we have requested but it is one you should expect when playing at any regulated UK online casino.


At this time your winnings remain on the balance of the account until we can satisfy our regulatory obligations.


If you are dissatisfied with our decision, you may refer your complaint to IBAS (Independent Betting Adjudication Service), the official body approved by the Gambling Commission to provide informed and impartial adjudications on disputes that arise between licensed gambling operators. Further information including contact details can be found following this link

You do not have permission to view link Log in or register now.

.

Unfortunately if they asked for the proof before the withdrawal then theres not much you can do apart from supply what they are asking. Eventually they will probably pay you without it, but you will have a very long wait I suspect.

 

[L&L-Jan]

They will pay, it is a fine outfit and well managed. Just provide what is asked for.