I have been playing at GW casino for ages now as it’s one of the better ones allowed in my country. I have played at other casinos and withdrawn money and verified my account without issue and in a timely manner.
I won $1000 recently at GW and requested a withdrawal, they asked me to email/upload my identification which I did, three emails I sent and uploaded to their website which for a decent online casino I would’ve of expected a better software.
I understood that verification can be upto 48 hours and waited, I spoke with their 24/7 live chat and many times was told different things by the operators the main one was “this isn’t something I have access or can find out for you, please email the payments team” or generic replies. Once I was told that it was because they run in GMT time I said “that’s fine but 48 hours is still 48 hours everywhere”.
I spoke to an operator just on the 48 hour mark i spoke to another operator who said that another photo of my bank card ending in 5865 was needed as the others were blurry I checked the photos I submitted and they were clear to me but I re-took the photos and sent them through.
Around the 65 hour mark I spoke to another operator to be told that this is “our of their hands again”
So I wake up this morning around 72 hours later to receive the expected, “your withdrawal has been returned to your casino account due to incomplete information provided”.
And guess what they want a photo of a bank card to a bank account I no longer use with a bank that I stopped banking with last year.
So of course I go on live chat to find out why this is needed as it’s not the card a I used for any deposit this year. To be met with responses such as “that information is not stated” and “I cannot give you any information regarding why this is needed”
They’ve asked me to email payments this information and guess what? The payments team works Monday-Friday only in buisness hours so I will not get any response for 48 business hours. It being Saturday in my country this was great news.
I stated I do not have the card anymore. To be told I need to provide bank statements from July to October last year for this card.
I asked what transactions they were looking for as I don’t think it’s any of their business what else I spend my money on.
Only to be told once again that they “do not have that information in their department”
So no I have to either send through my personal information from an old bank account and wait a ridiculous amount of time to head back from payments who only work business hours for an online casino that operates 24/7!!
I asked to speak to a manager and of course she’s in a business meeting at 7:14pm on a Friday GMT time.
But she “left a note on her desk, to contact me back”
I find this absolutely ridiculous and would really like some help. I’ve screen shot every conversation.
But I feel like this will be a long and painful process. Please avoid this casino.