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Casino.com Refusing to Payout

RESOLVED
posted on May 16, 2014.

Dear Askgamblers,

I recently signed up to Casino.com and claimed a "£20 NO DEPOSIT BONUS'. After winning £200, a relatively small amount, I attempted to withdraw the money (bare in mind I had to play through a large wager before I could. Given that the bonus was free I expected it to be difficult to win any real money. However, when I did win, I did not expect it to be difficult to withdraw my winnings.

Having won, I attempted to withdraw the £200 from my account using the visa option. They then asked me to deposit money in order to withdraw. I thought this was very cheeky but understandable so I transferred the £20. They then told me the funds were pending.

Following this I received an email requesting I send documents for verification.

I sent a passport photo, a picture of my debit card which I used (front-back) as well as my tenancy agreement to prove my address. All of this is stated on their withdrawal policy so I obliged and sent the information.

I then however received and email requesting I send a notarised copy of my passport to a POBOX in Gibraltar. The only reason anyone would ever need a notarised copy is surely if they are applying for a bank loan or mortgage. I am from the United Kingdom so as you can imagine I have extreme reservations about sending important documents to a random POBOX in Gibraltar, regardless of the fact the company is supposedly based there. I am unaware of Gibraltar gambling laws so it strikes me that the company have given me no reassurance that my details will not be used by third parties.

I have sent them copious emails requesting they explain why a notarised copy of my passport is required as they have all the relevant information to make a transfer back to me (as I have already transferred money to them) but they are yet to give me an answer and are ignoring my emails. I have since spoke to a woman on the phone who said she was "surprised" that they were asking for a notarised passport from me and yet she still failed to give me a solution. She said she would pass it onto the relevant department.

The email I then got seemed extremely generic, as if they had not listened to anything I had written in my emails or said over the phone, explaining that I would need to send all the documents again.

This seems incredibly dodgy if you ask me and I extremely apprehensive about sending them any other information. I am in the process of contacting trading standards to see my position. It strikes me that they would need such stringent security measures for the withdrawal of £200 and I fail to believe the company's legitimacy.

I would very much appreciate someone's help and advice as to what I should do.

Thank you.

< name removed >

posted on May 9, 2014.

Hello All,

We are pleased to advise that once our verification process was finalized and thanks to the player's cooperation through this process, the player's pending withdrawal was approved and the funds already reached the player.

Many Thanks

Casino.com
Customer Support Team

AskGamblers
posted on May 12, 2014.

Dear @Lozzm32,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Casino.com complaints

  • 23 of 31 resolved
  • 3 days avg response
  • 1 month avg complaint life
  • 585 USD avg amount

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