I had a win of £9k odd which meant I had a cash balance of £9,137 which I won using my own cash so did not even use their bonus they were offering. My account was fully verified before I even made my first deposit. I had supplied them with my UK passport and my Nationwide bank statement which was used as proof of address, these were both fully accepted and verified.
I then went on to win the life changing amount of money and requested my first withdrawal of £4,000 (they only seem to allow this amount per withdrawal attempt) . I then had an email requesting proof of payment in the form of photos of my bank card i used to deposit so i sent them front/back photos. This again was fully accepted and verified. ONly after I chased them as to where my money is they decided to lock my account and ask me to take a verification phone call and to send in a selfie of me holding my passport next to my face, I did this and again the photo of my holding my passport was accepted by them and I answered their phone call and answered all security questions they asked.
So after jumping through all their hoops and doing exactly as they requested they have now stopped responding to emails and are refusing to keep my money. I would like to push the point that my account was fully verified before I made my deposit. I thought there were new rules saying that UK casinos could not do this sort of thing?
Below is a brief list of what they have been sent and have accepted:
1. Passport - ID
2. Bank statement - Proof of address
3. Front and Back of bank card used to deposit- Proof of payment
4. Selfie/Photo of me holding my Passport next to my face
5. Verification phone which i have completed
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