Pocketwin Casino - Identity verification issues!

Danielledunn105 United Kingdom
posted on October 4, 2016.

I called up as I had a text stating that I needed to send more details before they dispatched my payment, they asked for
1)proof of my bank statement showing I had paid my phone bill
2)a letter with proof of address on within 3 months old
3) proof of ID with my dates of birth licence or passport....

I have sent 1) proof of phone bill payment 2) a letter with my address on 3) a photo of my passport clearly showing my date of birth!

Now they are asking for further documents (even though iv given them everything the advisor on the phone asked me for) they are asking for my phone bill (even though iv sent proof from my bank statement I have paid £301 to my phone company only the other day) and also a photograph of the front my bank card!

Why did the advisor say 3 proof and now I'm told that's not enough you need more! It's taken me phone calls, signing up to internet banking and digging out my passport (took me hours to find) I have given more than enough evidence of who I am, how old I am and that £301 has been paid on my phone bill!

posted on October 8, 2016.

Dear @Danielledunn105,

Please let us know if there's some update on your issue.

posted on August 15, 2017.

This complaint has been reopened due to the declared willingness on behalf of Pocketwin 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 August 15, 2017.

Hi Danielle,

We have taken a look into your account and we see that we received the required ID from you on 07/10/2016. According to our records, the payment was made to your account on the same day, so we trust that you have now received your winnings.

We have supplied evidence of our records of this matter to Askgamblers, and we hope that you will agree that this issue is now resolved.

All the best,


posted on August 15, 2017.

Dear @Danielledunn105,

Please confirm if the issue has been resolved. Keep in mind that 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.