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Luxury Casino - Winnings confiscated as account not fully verified in 3 weeks

RESOLVED
Complaint Info
Disputed casino Luxury Casino
Reason Declined payment
Amount £ 4779.15
Posted on December 6, 2019

Dear Ask Gambler

Luxury Casino confiscated my £4,779.15 winnings because I did not provide verification documents as quickly as they wished.

After winning £4,779 on 15 November 2019 some 3 weeks ago. Luxury asked for photos of my driving licence, address document, debit card etc. I provided all this.

Later they started asking for more verification documents such as photos of my bank statement showing transactions for 30 days etc. Despite being intrusive I provided this and had no response to my requests.

The verification process was drawn out over around 3 weeks. During this period, I signed in and asked about the progress of my withdrawal on live chat in order to hurry them along.

They’d also given me bonus money but I couldn’t stake this on a number of games.

I’d sign in and check to see if my money had left the account balance and was on its way to me. This is a very large amount of money to me and I wanted to have my money before Christmas.

This morning however, I received an email from Luxury Casino saying that I had had enough time to take a photo that they requested and thus they were confiscating my money. I’d provided 30 days of banking statements which I was asking them about. They’d already had a photo of my ID, and driving licence.

I have seen that the Gambling Commission have specifically said that casinos cannot confiscate people’s money if verification is not provided within a certain time. I attach a photo of the Gambling Commission’s guidance.

In any event I received very little information from Luxury Casino when I spoke with them on live chat. The Live chat was automated most of the times I signed in and tried to speak with an actual person.

Please help me Ask Gambler.

I have attached a number of photos that may assist you.

Thanks

I appreciate your help.

Posted on December 9, 2019

Hi player

I can see this has been scheduled to be paid. If you have any questions please email our risk department on riskma­nag­eme­[email protected]­cas­ino­rew­ard­s.com

AskGamblers
Posted on December 13, 2019

Dear @jimbor123,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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