Hi I've had an issue with mfortune casino for the last 3 weeks trying to cash out and they keep rejecting my verification docs and asking for more and more. I signed up 3 weeks ago and to verify they only asked for my passport and a bill, they said that was it
I then play on the site depositing via my mobile bill seen I was unsure of the site to use debit card, I get my winnings up to £400 and choose to with draw, it sits pending for 3 days then I get a text asking for more information, I call them and I was advised if need to prove the contract phone was mine and the bill was paid up to date, I explained my bill wasn't due for a another 2 weeks and they said I could pay it today and then get a PDF of the bill to email to them which I done, I never heard back so contacted only to find that they couldn't open the PDF due to not having the up to date adobe reader. I sent them as a jpeg to get round this and they said that was find but I now needed to provide a bank statement to show the bill was paid even though they can fully see it's paid via my bill I sent. The guy then hangs up on me after 40mins,i call back and speak to another for 40mins and he gives me the same spiel but I say a bank statement is not needed as the proof the phone is mine and paid is in the bill along with my passport and address docs I've sent, he then stutters as has no response apart from "we need bank docs" over and over again and then as a last resort after whispering to a colleague he then uses the trump card saying they are unsure if the PDF I sent is genuine, how low can you get, he was really clutching at straws and trying to back me into a corner so my only option was to send in bank statement, they are asking for far to much sensitive info and when I do provide what they ask it's never enough, spoke to a manager and she was no help and didn't even really know the reason for the complaint as wasn't briefed before calling me back, I've sent an email off to the complaints debt and still awaiting a response, all I want is my £400 but they seem reluctant to pay anyone.
They forget to realise that every time I've played one the site it's via that phone, when ever I call it's via that phone or when ever they call me it's via that phone and fact they have my bill they still day it's jot enough, any help would be grateful as they won't budge and I'm jot the first it's happened to reading forums as it all goes down the same route. Gavin
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