Complaint #13 Kerching Casino

Non payment from withdrawal

By Andrea B.

5 years ago

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

Disputed Casino Kerching Casino

Reason Delayed payment

Amount £1200

Discussion

Anjewa

• United Kingdom

5 years ago

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.

Anjewa

• United Kingdom

5 years ago

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.

AskGamblers

• Support Team

5 years ago

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.

Kerching Casino Complaint Stats

Resolved 1 / 3

Avg. Amount $627

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Kerching Casino Complaints

See all complaints for this casino

Prolonged Delay Of Account Verification

Hello,

I made a withdrawal request on the 9th June 2019, it's now the 21st June 2019 (12 days so far).

I have sent so many private and confidential documents to the Kerching Verifcation department only to kept in the dark for days at end.

On the 12th June 2019 I had my first contact with Kerching Verification Dept. via email (yes, three days later to tell me they were not processing the withdrawl), to which I responded and sent required documents using their account upload documents system.

On the 15th June 2019 (another 3 days letter) I recived another email request for more documents which I obliged to complete the process again using the account upload documents system.

On the 18th June 2019 (another 3 days later) I rang your customer services department only to be told that they were not sure where the documents were (Possible Breach Of GDPR Act 2018) and to send them again via email this time. Reluctantly I did to help solve this ongoing problem. According to the customer service rep (all calls are recorded and it was approx 12pm when the telephone call took place) they cant speak to the Verifiaction Dept. directly because they dont have phones and no one in there organisation (UK Base) has access to the Verification Dept. contact details other that an email address (I am sorry but I do not believe that the Verifcation Dept. doesnt have a telephone or know one knows their telephone number).

It's now the 21st June 2019 today and another 3 days later and I have still not received a repsonse from the Kerching Verification Dept. I have just phoned Kerching customer services department (all calls recorded, phone call took place again at approx. 12pm) who again real iterated that the Verification Dept dont have phones and I will have to wait another 24hrs for a repsonse / update. I am not holding my breath.

I am sorry but this matter has gone to far, I feel I am being subject to undue stress and lied to in regards to communication between departments.

I am also very concerned that the documents I have provided to Kerching Casino are highly and strictly private and confidential and they have seemed to have lost them (at least once) in their account document upload system.

Regards,

Mr Douglas < surname removed >

Resolved

Allowed to deposit and play on account under ACTIVE self-exclusion agreement!

Hi 3 days ago I logged into my Kerching casino account with no problems at all deposited £30 and won after a couple of hours £201 i requested a withdrawal. Having not played on this site in a while nor ever having a withdrawal from there company i phoned up just to see how long the withdrawal process takes etc they looked into my account and said 3 working days which was today Friday 10th June. I logged into my account around 10am this morning to discover the Withdrawal said void so again i phoned to be told i had requested a self exclusion back in February (which i didnt specifically remember as i play on many sites and sometimes exclude to restrict myself a little for a while) as i could log in and deposit and played never would have guessed i had requested exclusion on this. i was told there system obviously hadnt processed the exclusion properly to my reply was well then if you will let me deposit play and win then my withdrawal should be honored they have so far declined my withdrawal and said i can have my deposit back. Although i originally requested the exclude it is not my error that it wasnt processed i have never had the exclusion email acknowledged signed clicked anything from there end it was a sent email from me with no response and no action. i believe as its there error the withdrawal of £201 won fairly should be honored!

Unresolved

£201