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Matchbook Casino - Withdrawal not paid for over 5 weeks

UNRESOLVED
Complaint Info
Disputed casino Matchbook Casino
Reason Delayed payment
Amount £ 8664
agata84 United Kingdom
Posted on September 19, 2020

On the 12th August I deposited to my Matchbook account after hearing of there reopening and had a total win of £8664 which I withdrew.

On the 13th August Matchbook emailed me that my withdrawal was declined because I needed to verify my account. I was asked to send my ID and Proof of address to them.

I had moved house in June when Matchbook was still closed and hadn't changed my address with them before they asked for my documents. I explained this in my email to them so I sent them photo's of my passport, a bank statement with my old address on and a bank statement with my new address on to confirm the change. This was sent on the 14th August.

I tried to login to my account on the 19th August but couldn't so I emailed them again asking for any update on their verification process. I heard nothing back so I used the live chat to see what was happening and gave the agent my new address details and he accepted them so they must of changed them.

I sent them another email on the 24th August asking for any update. No response. By this time I was concerned that I hadn't heard anything from them. So on the 31st August I submitted a complaint to them detailing the timeline of this ordeal and explained how their email said that the verification process should take up to 72 hours and it had been much longer. I got an automated response saying they should reply within 2-5 days. When this time passed I spoke to another agent who told me things were being dealt with and I should hear from them soon.

I haven't heard anything from them since. I am so frustrated with how I am being treated where I get no information or even an email from them to explain why this is taking so long. I really need some help or advice on how to deal with this. I have taken screenshots of all the emails from me and Matchbook and have attached them as I was advised by one of your support staff. I really hope you can help.

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