Excluded my account for no reason and not paying my money which is 7420

On the first day of creating the account deposited £70. Withdrew £730 and came up as pending, may take 72 hours to process.

Even though I’ve played on their sister account’s Voodoo Dreams, my spins and withdrawals have been instant.

After 24 hours, I was asked to upload documents for verification, which I did, and they were accepted on-site.

After 48 hours, it is still pending. I messaged live chat to ask what’s happening, they asked if I had received an email confirming my documents have been verified, which I haven’t but on their site it says I have.

They said I need to wait for email confirmation, as sometimes their site isn’t accurate with verifying documents. Once I’ve received this email, my withdrawal will be processed. However, they can’t give me a timeframe of when I’ll receive email confirmation.

I have been playing at this Casino for some time and have always found the process of depositing and withdrawing fairly painless. I have when requested submitted documents to verify and at the time of deposting and playing on Thursday 1st May, the account was fully verfied.

I played and withdrew £800 on Thursday 1st May. Withdrawal went into pending. Saturday 3rd May received email that the withdrawal had been returned to my balance as I needed to withdraw via Trustly which I did immediately.

Sunday 3rd May - Received email asking for copy of bank statement (although this had been supplied 2 - 3 weeks previously and had been accepted). I uploaded a verified PDF bank statement and a photo of the same bank statement to ensure I had covered all bases.

I emailed on Monday 4th May asking for an update to which I received a reply that the verification process is still ongoing.

Emailed again on Tuesday 6th May asking for an update and no response.

Hi

I have submitted My face I'd, bank statements, proof of ID and address and also Mobile phone bill.

I won £5000 first and then £250

The £250 has been paid but the £5000 is being withheld subject to further verification.

Is it fair to pay a smaller amount with basic verification and then ask for further documents for a larger amount?

I have provided all documents, been told its being processed and now am left I'm limbo.

I have provided face I'd and a picture holding the ID, I've provided bank statements, proof of address and proof of ID

£250 has been paid out as a separate withdrawal but the £5000 is still under approval.

One representative said all verification is complete and the withdrawal will be processed at the " earliest convenience " then another said they need statements from a bank account I do not own or am associated with.

I would like this resolved and to receive My £5000 as they have paid out £250, they should pay out the larger amount too.

I've messaged live chat daily to be told the same thing,

"your documents have been accepted and forwarded to the correct department"

Having not used this casino before, I self verified before playing to make sure I was ahead of the process should I ever have to retain any winnings.

I decided to withdraw some funds 6 days ago now, on the 2nd day I was asked to upload additional documentation which was a selfie holding my identification document and a full PDF bank statement.

This was sent by email which as been completely ignored and 6 days in my approval status for my withdrawal is still pending.

There's been no response what so ever and the live chat agents just rinse and repeat the same statement over and over.