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Grosvenor Casino - Slow verification process

RESOLVED
Complaint Info
Disputed casino Grosvenor Casino
Reason Verification issues
Amount £ 6777
Mary1944 United Kingdom Message
Posted on September 19, 2018

Good evening,
On monday 3rd September I opened an account with Grosevnor casinos and made a deposit of £1,000 through my paypal account. Now this paypal account was set up for me by my son in 2015, so it carries his e-mail address but its my account, registered to my address with my bank details and my cards.
I played roulette and initially lost the first £1,000 so proceeded to make another deposit of £2,000 and fortunately I won and managed to gamble up to a win of £6,777 in total. I made a withdrawal of £777 leaving a balance of £6,000 in the account. The next day when I went on the account it was locked. I received an e-mail (the same e-mail i used for the paypal account) asking for verification documents. I provided a picture of my passport & a utility bill as per the required criteria. I received no response from the casino so I called their support desk. After getting through I was advised that in their prevention of money laundering I would need to provide the copies of the PayPal transactions and the bank statements as proof of funds, Which I also have done. I have had no further response from the casino. I have left numerous messages with promises that they will call me back. They ignore my e-mails and just say they are very busy and pass me around to different support teams without any sign of resolution. They have taken my money and its over 2 weeks now so im very concerned and finding it all quite stressful that im making no progress. I have done nothing wrong and win the money fairly.
If required I can send all of my documents in support I really hope you can help me or let me know what additional information you need to assist me with this. I can send the bank details and transactions if you need them

Posted on September 21, 2018

Hi Mary

We're really sorry about your experience with our customer service team. Please call customer service and ask for the Duty Manager. All Duty Managers have been informed and are expecting your call. Once they have more information about your account, they will be able to resolve this issue for you.

Thank you for your patience

Louise

Mary1944 United Kingdom Message
Posted on September 21, 2018

Thanks Louise, I called this afternoon but unfortunately I was advised no duty manager was available to take my call and weren’t aware of the issues with the account. I was advised that I should try again on Monday so i’ll try that. Thanks for your help if you can try and let the duty manager know ill call monday that would be great. Also could you add your surname & team as a contact reference so that The support team know I have contacted you?
Regards,
Mary

AskGamblers
Posted on September 25, 2018

Dear Grosvenor Casino,

Please let us know if there's some update regarding this case.

Posted on September 26, 2018

Hi AskGamblers

I am directly talking to Mary1944 regarding this concern.

Thank you

Louise

Mary1944 United Kingdom Message
Posted on September 27, 2018

Although Louise has been helpful I’m no further forward, the casino still have the £3k i deposited nearly 4 weeks ago and £3.7k winnings and I have no idea why my account is locked.

Posted on October 1, 2018

Hi Mary

Apologies for the wait, however, our team is still looking at this matter and will update you as soon as we have an outcome.

Thank you for your patience

Louise

Mary1944 United Kingdom
Posted on October 1, 2018

This has now been resolved - a big thanks to ask gamblers & all involved

Posted on October 1, 2018

Thank you for confirming Mary :)

Louise

AskGamblers
Posted on October 1, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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