Charged for a deposit that never loaded

I initiated two withdrawals: the first for £ 820 on September 21, 2025, won while playing Big Bass 1000, and the second for £464 on September 26, 2025. Both amounts have been held in a "pending" or "under review" status since those respective dates.

I have repeatedly submitted all requested Know Your Customer (KYC) documentation, including my passport, provisional driving license, bank statements for September and October, a British Gas utility bill, and my tenancy agreement. The core issue lies with your support team providing conflicting information: I have multiple screenshots where support agents confirmed my account was fully verified, only to be later told—most recently by a supposed senior agent on October 16—that the account is not verified. This constant back-and-forth, coupled with the indefinite extension of the 48-hour waiting period, is causing significant distress and represents a serious failure in your regulatory compliance.

I am writing to complain about this casino.

I have £600 pending in my account.

I’ve contacted live chat multiple times to check the status of my withdrawal. All said different things. One said I would need to wait from the 12th to Friday, the 15th of August, for the review to be completed.

I contacted live chat again on Saturday to check the progress. Someone told me the funds have been unheld and are processing, but they’re unable to process on weekends, so I would have to wait from Monday up to 48 hours.

I checked in again on Tuesday 19th of August; however, they said that my funds of £600 are being reviewed, and yet again, they will escalate to see what’s happening.

Mixed messages and very disappointing. My account is fully verified, hence why I was able to deposit. However, I was asked to provide documents over email, which I did, then they verified me “again”; all that’s left is for this casino to pay me out, but it is delaying payment.

It’s now been over a week, I’ve given enough time to this casino to deal with this matter effectively, but each time it seems like excuse.

I set up my account on 27/01 and deposited a total of £730 via direct bank transfer. After playing I withdrew 1567.11 at 12.01 the same day. I sent over all of my identification. Documents. I then checked on live chat if anything else was needed and they said no and that I would be paid imminently. Since I requested a withdrawal on the 27th I was asked to provide proof of address and also proof of my debit card. - I have since sent multiple bank statements proof of address and Id. The operations asked for proof of ownership of my card as it wasn’t visible on my statement. I sent a photo of my card with all of the digits covered barring the last 4 digits as well as this I went into branch and asked for a print out showing my card info which they reluctantly gave me (it’s not normally something they do) I just want to clarify what the issues are as I’m waiting for my withdrawal.

I’ve also sent bank statements, screenshots from online banking showing the transactions, photos of my card with middle numbers covered, screen shots from my mobile banking app showing the card details as well. I am getting very mixed messages from support asking me for details I’ve already sent as well as telling me I would be paid. I’m very confused as everything I’ve sent more than proves my ownership of the card.

I am desperately trying to have this resolved as it’s causing me a great deal of stress and anxiety. I have checked the verification and withdrawal faqs on the hippodrome online website and they clearly state that screen shots can also be used. Please can someone help me I cannot speak to anyone on the phone due to Covid as phone chat isn’t working. The time frame stated has now elapsed and I really need my funds. I will attach everything I have from live chats and that I have sent over