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PartyCasino - Problems after I withdraw

Shawneallison Canada
Posted on February 17, 2019

February 3rd I have requested to deposit, they required verification from my bank. This was confirmed by a small dollar amount deposited into my account. I received these amounts on February 5th. I also verified my drivers license on my first deposit.

On February 6th I confirmed these amounts and made my first deposit for $50.00. Shortly after I lost my amounts playing the slots and decided to add more. I deposited $100, lost it, $100 again, lost it, and deposited $250. All within the same night. I continued to play slots and also began to play the live tables (specifically baccarat). Over the next few days I have gone from my $250 deposit to $2074. I decided this was great and wanted to withdrawal. I had many ups and downs and must have easily wagered over $5000.

During the course of this, I made multiple withdrawals, but had requested to cancel them to continue betting (as I lost what I left in my account). On February 8th, I was going to withdrawal but I had accidentally deposited 905.45 (which was exactly my amount at that time). I was very tired and also excited and it was an honest mistake. I then submitted a support ticket asking if I was able to cancel this as it was a mistake and they said no. Ok, so thats fine... not concerned because I have the money in my account and I thought they are a legitimate site and I would be able to withdraw what I had and then just wager that amount and withdraw that later. After that I played a bit more and made up to $2074 and decided to withdraw as previously stated. The next day I wake up to them requiring some verification, which is common so I was not concerned. It was strange they wanted to reverify my license, but again not concerned. At this time I also provided them with a utility bill, and a picture of both sides of my bank card(blacking out what they said)

Hours later I then received two emails. One stated that my account was enabled and that my documents were verified, and the other said that my account is on a temporary security hold until I provide them with a February statement. I then replied and provided my bank account overview in a PDF, and explained that my bank does not provide statements at any time and will be available next month (which is absurd), so I asked if there is another way to verify. They declined that document and requested my statement again.

Over the next couple days:

I sent another email to reconfirm with them that I cannot provide that document at this time and I confirmed that with my bank. Then they again requested my drivers license, my utility bill and a picture of a credit card that expired in 2016. I was very upset with this, and asked them why they would want me to verify with a card that is expired and was destroyed years ago? There was no response so I called them and they could not give me any details, very poor customer service.

The next response to this is on February 13th. They said that the reason my account is on a security hold is due to my recent deposit (the mistake one of 905.45) was unsuccessful and to provide a bank statement (which i already told them was not possible to get). This amount came out of my bank account on February 11th. So I called my bank and confirmed that the transaction was successful and I responded back to them and provided screenshots and pdf files of my bank account showing this transaction.

I am very exhausted with the response I am receiving from customer service. I have been reading horror stories online and through some of these complaints and it is very worrisome. Hopefully this will grab the attention of another customer service rep who can assist me. I would love to continue playing on this site if they can assist me.

Shawneallison Canada
Posted on February 17, 2019

Today, 3 hours after this complaint was publicized I received a phone call from their customer service that they will review my recent statement (just a screenshot of my account overview) that was sent and will call me tomorrow to confirm if it was verified. After this is confirmed he said I will be able to withdraw my full amount and not to be concerned. He said if the documents I sent cannot be verified, I will have to wait until next month to send in my monthly account statement and then I will be able to withdraw my full amount (which totals 2074 + 905 recent deposit). I am hoping that what I sent will be sufficient as again I cannot get a bank statement until roughly March 7, so thats quite some time.

He was very helpful over the phone. I was pleasantly surprised. I will continue to update the status of this complaint.

Shawneallison Canada
Posted on February 18, 2019

Received this email response 15 minutes ago:

“Dear Shawn,

Thank you for sending us required documents.

However the withdrawal is on security hold as we are still awaiting for response from your bank for the deposits initiated.

The deposits made on the account are recent and your bank will take some more time to respond.

Your understanding and co-operation would be much appreciated in this regard.”

These deposited were all taken from my bank account on February 8th and February 11th. I’m not sure what kind of response they are awaiting, I am sure they have received the money.

But it looks like this email confirms all my documentation was verified.

Posted on February 21, 2019

Dear Shawn,

We are glad to confirm that we have received confirmation from your bank.
Your PartyCasino account has been updated and your witdrawals approved.

For full details about your withdrawals please refer to the email we sent you.

Thanks again for your cooperation.

Kind Regards
PartyCasino Team

Shawneallison Canada
Posted on February 21, 2019

Thank you for the response. The recent customer service experience has been wonderful. I just wish everything was upfront so I didnt have to chase around and feel like I was left out to dry. I have received the email confirmation with the withdrawals, still a bit misunderstood about my last withdrawal. I will update this complaint once I can see all of the funds in my bank account.

Posted on February 25, 2019

Dear @Shawneallison,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please 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.

Thank you for your cooperation.

Shawneallison Canada
Posted on February 25, 2019

I have received ONE of TWO payments. I am still waiting on a payment of $1115 that was confirmed to be sent. I will respond once it has been received.

Shawneallison Canada
Posted on February 26, 2019

I can now confirm that all has been received. This experience has been a nightmare, before posting this complaint I was receiving no support from their customer service team. I honestly felt like my winnings were taken away. After the complaint I received a phone call and the service was amazing. So im torn if I should even return to play. To anyone considering playing there, just be very cautious.

Thanks you Ask Gamblers team for your support.

Posted on February 26, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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