Platinum Play Casino - Having troubles with my account verification

RESOLVED
RichardD United Kingdom
posted on October 30, 2014.

I have sent all the necessary documents for a withdrawal. my driving liscence and a posted bank statement. they are asking me to send a stamped bank statement but as a policy my bank will not do that (this is the case for all banks in the UK). these are the documents i have sent - bank statement including envelope and my driving license. they owe me £972.50. i have aslo included a copy of the live chat which states them saying a posted bank statement is fine. i feel they just dont want to make the payment.

RichardD United Kingdom
posted on October 31, 2014.

I have managed to get a signed letter from my bank confirming by bank statement is genuine and sent it to the floor manager.

RichardD United Kingdom
posted on November 2, 2014.

They have now accepted my documents however the funds cannot be sent back to me as they no longer hold a licence in the uk. My account has been transferred to another casino in their group. They have advised me that they will see over the next 48 hours if my winnings can be transferred to the other casino.

AskGamblers
posted on November 5, 2014.

Dear @RichardD,
Any update?

RichardD United Kingdom
posted on November 5, 2014.

i have emailed them today for an update?

i have also emailed my id documents to the casino (Spin Casino) that i have been transferred to, as i don't want the same problems i have had with account verification. They have confirmed receipt however they have advised it will take 48 hours to verify my documents.

RichardD United Kingdom
posted on November 6, 2014.

I have received a very helpful email from Iris at the casino support desk. She has sent a request to the finance team, for the funds to be processed back to my paypal account. i will check my paypal account over the next couple of days.

RichardD United Kingdom
posted on November 10, 2014.

Funds not received. Will give them a chase.

RichardD United Kingdom
posted on November 11, 2014.

Reply received today.
"in regards to your query, i have sent an escalation to our banking department in order for them to provide us with feedback about your withdrawal. kindly allow 24-48 hours for us to receive feedback"

i was told on 06/11/14 that they had sent an escalatoin to the finance team...

RichardD United Kingdom
posted on November 13, 2014.

I left 48 hours and chased again today. i received the following response:
'i have re-escalted your query with regards to your withdrawal"

This means that the query has been escalated 3 times over the course of a week with no response from the finance department...

RichardD United Kingdom
posted on November 16, 2014.

Chased again yesterday. The security department doesn't work weekends ...

RichardD United Kingdom
posted on November 18, 2014.

Funds received. Very happy.