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Kerching Casino - Non payment from withdrawal

UNRESOLVED

Complaint Info

Disputed casino

Kerching Casino

Amount

£ 1200

Anjewa United Kingdom
Posted on December 11, 2020

Hi,

I made a withdrawal with Kerching casino on 24th November 2020 and was told this was processed on the 25th November and the money should be with me within 5 working days. I put my account with the casino in self exclusion after the withdrawal was processed and I informed the customer support when enquiring about this that I had done that, in case it made a difference to them looking into the matter.
I emailed on the 2nd December as I hadn’t received my money, I was told it was being handed over to the relevant team.
I emailed for an update on the 3rd December and was told it was handed to the payment team and I was asked to send screen shots of my bank account. Which I did.
I emailed again for an update on the 4th and again on the 6th December to be told the same thing, the payment team are looking into it.
I emailed on the 8th December and asked to speak to a senior manager. This was not done and again told the payment team are looking into it.
I emailed on the 9th December with a formal complaint about the whole situation and was told this matter had been handed to a manager and I would hear within one working day, nothing today.
I don’t know what else to do, I’m not getting a straight answer from anyone and I have tried and tried.
I have kept all emails and details between the customer support and myself

I am getting very concerned now as it’s been over 2 weeks and I haven’t been told any information

Please help

Thank you Andrea

AskGamblers
Posted on December 11, 2020

Dear @Anjewa,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Anjewa United Kingdom
Posted on December 11, 2020

There were a total of 5 withdrawals equaling £1200 (4x£200 1x£400)
I received the confirmation email for each deposit as it was processed.

Anjewa United Kingdom
Posted on December 11, 2020

I have since received a reply from a manager, which was sent to my old email address registered with the casino (sent screenshots that they confirmed they had updated my email after I asked for the change on 24th November - it had not been done)
Still told the same thing that it has been passed to the payments team.....
I have resent my bank details and a copy of my recent bank statement as requested by the manager.