mFortune Casino - Giving me the runaround with account verification and payment

RESOLVED
lashed United Kingdom
posted on March 4, 2015.

been playing mfortune since last year. i started off depositing through my phone bill to start , and won quite often and would request to have my winning's through a cheque there seamed to be no problems... now , recently i started to play again but this time depositing through my bank.
i won 80 pounds fair and square and requested to withdraw the 80 pounds into my bank account. i Then get an email requesting that i send my I.D as proof of who i am ect ect.... so then i takes a picture of my passport and sends it to mfortune in an Email and the same day rang them up to ask if they have the relevant information. They then told me i need to provide , my passport ( again ) my bank card , phone bill ( to state that i payed my bill last year when i deposited with mfortune ) bank statements from last year up until now , my mothers marriage certificate ( phone bill under her name ) her passport as well , her council tax letter , a utility bill from my address to state i still live here.. now i find that rather strange and even more fool me i have sent EVERYTHING they have asked for and everything is in date withing the last three months and it is still not good enough , they keep fobbing me off saying " i dont have enough documentation " even tho i have sent them what they have asked for through emails text messages around 40. its disgusting that its fine for them to take my money from me without hesitation but to claim my winnings fair and square they keep telling me the same things over and over and over and over and im not getting anywhere!!!!!!

posted on March 6, 2015.

Hi lashed,

In order to further assist you please send an email with your name and username to [email protected]

Thank you,
mFortune Customer Support

AskGamblers
posted on March 7, 2015.

We send necessary info to the casino.

lashed United Kingdom
posted on March 9, 2015.

No it has not been resolved and someone better sort this out as I'm sick of this company

posted on March 12, 2015.

Dear Lashed,

At some point we do request additional information from all players to verify the details on their account; we need to ensure we are protecting your funds and that your money is being paid to the correct person. It is essential that this identification is requested of all players at some point and is a key part of our withdrawal process. We can assure you your documents will remain confidential and never passed to any 3rd party companies, which is covered by our privacy policy in our terms and conditions.

I can confirm all documentation was received and we were able to successfully process your payment on 6th of March 2015.

Thank you,
mFortune Customer Support

AskGamblers
posted on March 16, 2015.

@lashed,
Did you received your payment, can we close this complaint? Thank you.

AskGamblers
posted on March 19, 2015.

@lashed,
It's a nice practice to confirm if your complaint is resolved or not, thank you.