River Belle Casino - Withdrawal refused due to verification issues

UNRESOLVED
Twistedcircus2324 Australia
posted on December 13, 2015.

I have been a VIP customer of River Belle for some time and I was spending anywhere from $100-$500+ per week at he casino. I used various methods of depositing, prepaid cards, ukash and direct debit (citadel). Never once had the casino contacted me to say there were any issues with my deposit options or deposit transactions. On this particular occasion I made my deposit via ukash. I believe it was $50 ukash. I was lucky enough to win $27000! I withdrew this amount. I attach copy withdrawal receipt (screenshot). I was contacted via the casino provided my id documents and copies of the bank cards I still had an a recent bill. My casino host said it was fine, the funds had been released and all was well. The following day the host called me and said that there were some disputed amounts and approximately $4500 would be held back by the casino for the said issue. I was unaware f these disputes however I said I was ok. The host assured me again te funds were on their way to me. I was under the impression that as I made the deposit via ukash i shouldn't have to provide any copies of bank cards. Again the next day the host called me and said there was further disputed amounts and the casino has decided to confiscate the funds and that was it, there's nothing I can do about it. I asked the host why this occurred and why the casino let me deposit money frequently and play when there were issues with my account, only when I withdrew money did these issues come to light. I was happy for the casino to take the further disputed funds from my winnings and pay me te balance. I have since been locked out of my account and the casino has refused further contact :(

Please help me resolve this issue! I want to have my winnings and I want the casino to get the disputed amounts back (if that's the case). They let me deposit every day, not a problem at all, I received free credits and spins and was treated like a VIP!! Only when I wanted to withdraw my money did these issues come to light. The deposit I made these winnings on was done via UKASH!

AskGamblers
posted on December 17, 2015.

Dear @Twistedcircus2324,

Any updates regarding your complaint? Thank you.

Twistedcircus2324 Australia
posted on December 17, 2015.

No, unfortunately no response to date.

AskGamblers
posted on March 30, 2016.

The complaint has been reopened upon submitter's request and AskGamblers Complaints Team would like to give it one more chance for a successful resolution.