I opened a Jackpot Paradise account on 21st Aug 2018. I requested a withdrawal of £1800 on the 25th August, which came into my bank account after I sent ID, back and front of card, and proof of address.
On 11th September, I requested a withdrawal of £498.46. Stuart < surname removed > from the Jackpot Paradise 'Security and Verification' team then decided that ALL documents had to be notarised - that is, ID, card and proof of address all had to be notarised.
I went to the post office to get these documents notarised for a price which I can't remember, however this was not reimbursed by the casino. I sent in the notarised documents on 11th October after a lot of hassle trying to get this done - back of card, front of card, ID and proof of address.
The casino didn't get back to me until the 16th October, and after a few emails of chasing this up, they eventually told me that the documents weren't sufficient, as the post office doesn't qualify for these documents. They never told me this before, or gave any guidelines. The post office can notarise documents for a mortgage application, but apparently their validity is questioned by Stuart < surname removed > at Jackpot Paradise.
Nonetheless, I then arranged a meeting with a solicitor to get all four documents notarised again - back of card, front of card, ID and proof of address. This costs £25+ VAT per document, which came to a total cost of £90. No other public notary in my area could do this for any cheaper. The documents are absolutely perfect.
Stuart < surname removed > has just got back to me and told me my account will remain closed.
I have had to pay over £10 for the post office documents, £90 for the Public Notary documents, plus travel to and from these places. The total cost is around £140 in order to process a £498 withdrawal. Is this really necessary? Shouldn't customers be aware of these practices before they sign up? How is it fair that a casino would deliberately delay the payment of winnings, and fail to insist upon which documents actually suffice? Why is a post office notarised document insufficient?
I look forward to the response from Stuart < surname removed > , or any of the team at Jackpot Paradise