Please note that we do not stall withdrawals in anyway. We do have a process in place that we use to process all withdrawals. This process has been reviewed by our regulator and they have allowed us to follow the process as it meets all the security requirements.
The process with all 1st time withdrawals done on a players account is:
- Make a withdrawal and allow the pending period to pass
- The withdrawal will then be sent to the Banking Team on the next banking day after the 24 hour pending period has passed
- Before the withdrawal can be processed, the player will need to provide us with verification documents to proof identification
- A verification call to be done by the Risk Team calling the player to confirm that he/she is the legal owner of the account
- Once the Security Call and the Verification Documents have been verified and passed by the Risk team, they will inform the Banking Team to process the winnings.
Please understand that as a default, we email all players with the above process and document request when the make a withdrawal and while the funds are still within the pending period so as to speed up the processing of the withdrawal.
With regards to this player, we had attempted to call him several times and the number was invalid and we had also emailed a few times with no response.
We then did get the players documents to process any withdrawal however the player had played away all the funds during the time we attempted to contact him.
The players account is still open and valid with the casino and he is welcome to enjoy all the games and offers we have waiting on his account.