Casino.com - Taking Ages to Refund my Deposits

RESOLVED
posted on July 14, 2014.

They lured me into making 2 deposits with the prospect of a bonus. Both times the chat promised a bonus if I made a deposit and none of the times they could deliver the bonus! Of course I decided to withdraw the money whitout using the casino (apprently it is not possible to just cancel the deposit even though I did it 5 minutes after making the deposit). However, they still won't verify my withdrawal, and they need all kind of documentation, which I have send to them, but then they come up with new demands. The last time I send in documentation they just ignored it and wrote back that they changed the status to solved,
I fear that my money is lost, and make this warning to prevent them from frauding other players. My advise is to stay away from casino.com.

AskGamblers
posted on July 17, 2014.

Dear @litterman,
Any update considering your complaint?

posted on July 18, 2014.

Hello,

Thank you for letting us know of your recent experience at our casino.

Firstly, we apologise for any misunderstanding you may have experienced during your communications with some of our staff.

We would like to confirm and reassure you that there was no deliberate attempt to lure or deceive you into making any deposits to our casino.

We do, however, acknowledge that there were issues in the service you received - we will review this internally as we continually aim to improve the experience of our valued customers.
In the meantime, we would prefer to assist you and address your main concern, which is to successfully withdraw your funds.

As you may be aware It is an industry standard and a condition of our Gibraltar Remote Gaming Licence to request documentation from customers, in order to verify their identity prior to approving withdrawal transactions.

The only reason why your withdrawals were not approved is because you had yet to clear our verification requests.

Upon reviewing your account we can see that you kindly complied with our request today and sent us new documentation.

We expedited inspection of these documents and are pleased to confirm they were approved and you have been successfully verified, as a result your withdrawals have been approved.

Please allow a maximum of 5 business days for the funds to reach your account.

If you have any issues or further questions regarding your account or your withdrawal please do not hesitate to contact our customer support team: [email protected]

Many Thanks

Customer Support
Casino.com

posted on July 18, 2014.

Thank you for attending the issue.

AskGamblers
posted on July 21, 2014.

Hello litterman, is this complaint solved? Please confirm.