ComeOn Casino - Problems withdrawing

RESOLVED
Sophs84 United Kingdom
posted on September 8, 2016.

I have had nothing but problems withdrawing from this site. Every time I withdraw there is a problem. This site has copies of my passport a recent utility bill, a copy of the front and back of my card I use regularly. Each withdrawal it seems to ask for yet another document.

2 days ago I attempted to withdraw funds bearing in mind they already have the above (inc copies of the card I want to withdraw to). They now are insisting I give them copies of an old card which I have explained to them is lost and not in use anymore. They insisted I therefore had to get a letter from my bank. I went to the trouble of approaching the bank and got a document detailing active and non active cards. I go to upload the document but come on's verification upload site didn't work so I sent the document through live chat.

I thereafter contacted live chat to see about whether the document had been reviewed and have now been told the 'investigation is not complete' and there is no time frame as to when it will be. Investigation? Apart from turn up at their offices to prove I am me I don't know what more they want from me! Anyone would think they keep returning my withdrawals to my account in the hope I spend the money! Mmmmm I wonder!

AskGamblers
posted on September 9, 2016.

Dear @Sophs84,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thank you for your cooperation.

posted on September 10, 2016.

Hi Sophie!

I hope you are doing well.

As per the first request, due to data protection laws and regulations set to us by our gambling license, this is not information which can be disclosed to a third party. This is information which can only be shared with the player themselves, which we have done, or by request to the relevant authority. Should we receive a request from either, we are more than happy to provide all the relevant information which they wish to receive.

We can assure you that these are not excuses or in any way deliberate ways to prevent from paying anyone money as this does not serve purpose to us nor to her as a customer. The encountered situation is a verification process that we need to abide by, which is also mentioned in our Terms and Conditions. We always encourage players to read these prior to gambling on our site in order to avoid any confusion.

Should any questions arise after the player has familiarized themselves with our rules, they are of course always more than welcome to contact our customer service in order to shed more light on such inquiries.

We as a company have absolutely zero interest in keeping players from withdrawing their funds. To prevent wagering any winnings customer can always apply our wager limiting tools to be found in the Account Settings. Only possible limitations to this are mentioned in our Terms and Conditions which are freely available for everyone and we assume that players familiarize themselves with them before playing in our casino in order to avoid any confusion. Should questions arise, they are more than welcome to contact us and we'll clarify any point necessary to them.

Hope that helps!

All the best,
Team ComeOn!

AskGamblers
posted on September 13, 2016.

Dear @Sophs84,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.