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Multilotto Casino - Delay tactics on withdrawal

Kbhopkins United Kingdom
Posted on March 23, 2018.

Hi there. This situation has gone from bad to worse. My problems started when I made 2 deposits of £10. The funds were taken from my bank accounts but my casino balance was not updated. After sending 10 emails to customer services they finally agreed to look once I could prove the funds had debited my bank. I provided this and they took a further 3 days to credit my casino balance. No explanation was offered for how it occurred. Once the funds were in my casino account I played and won a total of £260. I then decided to withdraw the funds to my bank and call it a day. Bear in mind now that my account had been fully verified 2 months before. I can provide email evidence of this. I expected this to be honoured so put a time out on my account for 2 days. The following day which is today I had an email saying my request had been rejected and I needed to send a bank statement. I was withdrawing to the same account ad previously sounds surprised at this request. I have emailed them to explain several times but they fail to answer why my verified account needed to be verified again. I promptly send the bank statement and they quickly replied saying my account is now verified and I may now request a withdrawal. As I have timeout my account for 2 days they're fully aware I'm unable to do this...... they will not answer why I needed to validate again. It's obvious they knew that i was nable to process my transaction myself so it means I can't 're request until tomorrow at 00.00 hours. This means I'll have to wait for Monday until they look at it again. It's an obvious delay tactic and it's totally unacceptable. It is misuse of the responsible gaming facilities. They will not reply to me now or process my transaction themselves. The service is an absolute joke and I feel like they are stealing from me. Please everyone avoid at all costs. I can provide proof of my emails to and from them if anyone would like to see them .
I'm now doubting if they will ever pay out. I am reporting to the gaming commission but don't know how effective this will be.

Posted on January 28, 2019.

This complaint has been reopened due to the declared willingness on behalf of Multilotto Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

Posted on January 30, 2019.

Dear all,

This issue has been resolved and the customer has already been paid on the date of this complaint.

Due to regulatory requirements, we follow a thorough procedure of player verification. This verification process is something that is required of all players on the site for security reasons.

Whilst we understand that this procedure can be seen as frustrating, this is done for both the player’s safety and for us to comply with current AML regulatory requirements. We are asking for these documents so that we can verify a player’s account, making sure that the address and identity matches with the details given when the player registers on our site. We also need to verify all the deposit methods used, to make sure that the winnings are going for the right person and the right account. As such, when it comes to withdrawals and as outlined in our terms and conditions, we might also ask for further documentation before the processing of the request.

Best regards,

The Multilotto Team

Posted on January 30, 2019.

Dear @Kbhopkins,

Please confirm if the issue has been resolved. Please be in aware 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.

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