Ikibu Casino - Won't pay out winnings even though I have already been verified

RESOLVED
Tracox46 United Kingdom
posted on October 30, 2016.

I first deposited with this casino ikibu no problems at all in fact 100% I would of gave them customer service was good and my winnings paid out 2 days later. Without any problems I told them I couldn't upload my Id so I sent in a email which was birthcerticate bank card and bill as far as I was aware that id was good enough as my winnings paid into my bank. Since then I must of deposited hundreds more and now won £220.00 to be told I can't withdraw it as they want passport or driving licence of which I don't have.

AskGamblers
posted on November 3, 2016.

Dear @Tracox46,

Please let us know if there's some update on your issue.

Tracox46 United Kingdom
posted on November 3, 2016.

No there saying the same and my first withdrawal was a mistake they said. I've got copies of every online chat I've had with them also they locked my account from me getting into it. I get passed from one colour to another colour they use colours instead of there names.

posted on November 3, 2016.

Hello Tracey!

Yes, as we have explained through chat, the UK Gambling Commission requires ID verification for all UK players. We are kindly requesting that you upload some form of ID (passport, ID, driver's license) before we process your withdrawal. Unfortunately, birth certificates are no longer valid as ID verification.

We guarantee all withdrawals for verified accounts in less than three hours, so please upload the doc and we'll make sure to process the withdrawal :)

If you have any further questions, don't hesitate to contact us!

Tracox46 United Kingdom
posted on November 3, 2016.

Like I told you verified my account on my first withdrawal with the id you had then so I carried on playing with a lot of money won and now you say I need passport or driving license of which when I very first won told you that in an email and sent you what I had and this must of been OK as you paid me my winnings no problem at all. So as you can see carried on playing quiet a few hundred in fact on the ground my account has been verified and no problems withdrawing as it wasn't the first time so this was 6 weeks ago when I first won has the law changed since then. You can't vertifie pay out on my account then just cos I won again 220.00 a lot less than the first withdrawal and I get all this not only have I sent birth certificate I sent back and front of debit card the one I deposited with my bank statements utility bills and this isn't enough but it's OK to take my money from my debit card in my eyes you can take money via bank card and even paid me winnings to same bank but now it's got to be verified.

Tracox46 United Kingdom
posted on November 3, 2016.

So no passport or driving licence will an ID card be OK as it will have my photo and date of birth on it. And don't say this won't be enough as I've just had to pay for one and had email saying picture id. The other day.

posted on November 5, 2016.

Hello Tracey!

As you mentioned through live chat and through here, you managed to request a form of ID with a photograph. Therefore you should have no problem verifying your account. As soon as that's uploaded, we'll get going with processing your withdrawal immediately. I'll make sure to give it top priority.

Thank you!

AskGamblers
posted on November 9, 2016.

Dear @Tracox46,

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.