Sky Vegas Casino - Stalling payment of 60K win with unjustified verification requirements

UNRESOLVED
posted on May 11, 2016.

Briefly this is my complaint
I joined sky Vegas last year around November
I only recently started depositing and playing around 4 weeks ago
I had deposited around £3300 then won £6500 and withdrew no problem , then over the next couple of weeks deposited that back
Then I deposited £1500 in one night and was so lucky and won £60k on rainbow riches slot
I withdrew it all
The next day my account was closed and they asked me to send in a picture of me holiday my driving licence and a recent letter - I chose one dated recently from HMRC
then a few days later they asked for a pic of my debit card- again I sent that straight away
I have spoken to the security team
Over the phone to confirm my email adress and phone number also
I also sent them a DBS/CRB in my name dated recently

A week later they are now asking for 3 months worth of bank statements - I am now refusing to send them and considering going through IBAS , I have sent them above and beyond identification they have asked for and a copy of my debit card , there is no reason for them to see my bank statements only to be nosey
To ask for 3 months worth when I have only been depositing and playing for 4 weeks is ridiculous
I have offered to send the 3 months with everything blanked out apart from transactions relating to Skybet or a statement from the day I made my first deposit with Skybet
Both were refused
Please help as the customer service is so poor and you get told a different thing every time you contact them

posted on May 16, 2016.

Hi

Although we cannot discuss customer account details, all wins are verified in accordance with the licence we operate under and that in certain exceptional circumstances additional verification may be required. I believe this matter is now resolved, but if you need to discuss anything in more detail, please contact our customer service team (details below):

https:­//s­upp­ort.sk­yve­gas.co­m/a­pp/­contact

Thanks,

Matthew Price

posted on May 16, 2016.

This is ridiculous Sky Vegas
If you want to read my formal complaint I sent you will see in more detail my issues
This problem is not sorted at all , you are now asking for my partners bank statements aswell ! I said to you (even though I didn't have to and again it's not against any rules) that sometimes my partner is with me when I'm playing on the games etc !
This is ridiculous and you will not be receiving anything off her
I have only ever deposited out of my account and already made a withdrawal of 6.5k with no troubles
You have more than enough of my identification including a very recent CRB/DBS which I went through a very rigorous identification process to be issued with this
You are trying your hardest to keep me from my money - I hope you understand you have put me through 2 weeks of hell in which my health has suffered terribly having already a history of health problems
Please do not tell lies and tell this forum my issued has been resolved when it hasn't - you still have my £60k for absaloutly no reason

posted on May 16, 2016.

Hi,

Thanks for your response. In this case, I would suggest getting in touch with our customer service team as we're unable to discuss customer account details on a public forum. As mentioned previously - in certain exceptional circumstances additional verification may be required and this is one of those instances.

Thanks

Matthew Price

posted on May 16, 2016.

I understand you cannot post personal comments but I will not be contacting your customer services again, there customer skills are extremely poor and have made me feel like I have done something wrong for the last 2 weeks when really all I have done is deposit a lot of money and you are trying to wriggle out of paying me my £60k - I will wait now for IBAS to make their judgement
You are saying this is an extreme case were further identification is needed - that is a load of lies as I've mentioned the identification I have already sent is above and beyond what you need and you have no justification for asking for more regardless of what you say

posted on May 16, 2016.

And also please explain in your first response why you said my issue was resolved ? Thanks

posted on May 17, 2016.

Sky Vegas please can you look into my account and get back to me either on here or via email
Your customer service reps are terrible and I'm still waiting for an email back from your security dept, I've oy been waiting a week!