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bCasino UK - £1,115.10 withdrawal leading to excessive verification lasting over 2 months and 35 emails

REJECTED
Complaint Info
Disputed casino bCasino UK
Reason Verification issues
Amount £ 1115.1
ndouds8989 United Kingdom
Posted on June 20, 2019

I have an ongoing issue with bCasino which has now gone on for over two months.

To date I have provided bCasino: 1. Photo ID, 2. proof of address, 3. back and front of my debit card used to deposit, 4. *proof* of the number phone belonging to me by showing them my phone bill, 5. further phone verification whereby they rang me up and asked me thorough questions, 6. selfie verification whereby I had to hold my passport beside me, 7. a full source of funds declaration form where I had to fill out my job title, annual income etc.

This has gone on over 35 emails, many of which I've had to chase up multiple times on live chat for them to even provide a response.

They have also asked me for source of funds by showing them a bank statement in order to justify the £500 and £200 I have deposited to the site (both on 29th March). I showed them a bank statement showing recent gambling winnings as this more than justifies the deposit amounts. They are arguing many different arguments in order to attempt to avoid paying out. They are saying that my job does not allow me to afford to deposit these amounts as I am a club promoter and my salary on the declaration was £15k-£25k. I made it clear to them that my gambling funds are kept separate to my income. I don't gamble with the money I'm supposed to pay bills with.

They also asked to see the first payment into the account. Even though I shouldn't have had to do this, as the gambling winnings justifies £700 in deposits, I showed them the first payment into the account which was from a casino who didn't accept Mastercard withdrawals. I opened this account so I could get the winnings out.

Now bCasino want to see proof of the Monzo account dating back months. Where does this stop?! Do they need to see a payslip from 2016 where I used these funds to gamble, and kept this gambling fund separate ever since. I have made this crystal clear - I use a separate wallet to gamble and don't use my wages. I have proven where the £700 I deposited came from.

I would urge anyone and everyone to please steer clear of bcasino as it is a massive headache. No other casino I have come across will subject you to this level of harassment when you have adequately verified your account.

I would also like to know why the ridiculously stringent verification measures on the phone verification and selife ID etc.? If it was my source of funds which you wanted to investigate, why were these other measures so ridiculously interrogative?

My withdrawal amount was £1115.10 requested on 8th April

I demand bcasino pay out as I have justified my source of funds and bcasino are just claiming gambling winnings can't be accepted as a source of funds. They want me to track the funds back indefinitely until I give up. There is no end to this, and it's purely an abuse of AML procedures to increase profit.

I urge you to force bCasino to pay my withdrawal immediately

Nadia

AskGamblers
Posted on June 21, 2019

Dear @ndouds8989,

AskGamblers Complaints Team is kindly asking you to confirm whether you have already submitted official complaint in front of the bCasino UK appointed ADR? Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.


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