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.
I appreciate your help.