Refusal to Verify Account and process withdrawals

COMPLAINT

Please see my details below so you can deal with this complaint.

Site: Play UK

< personal information removed >

I have played on the Play UK site with no issues in the past at all, it a great site like the monster casino with plenty of different games. On 17th May 2021 I won £500 and a withdrawal was made, this was processed by Play UK on 18th of May at 0.06.

I have never had an issue with Play UK withdrawals so had no reason to have any doubts when it was not received as promptly as normal.

I played on the site later that week and won £200.00 which again I withdrew.

Neither Withdrawal have been received and I request immediate release of my money of £700.00.

Following me chasing up my withdrawal’s during week commencing 24th May, I got told it would be looked into and would receive an update. The suddenly on the 26th May I received notice my account was restricted and I needed to provide further documentation which I provided the same day.

I was told this would be processed within 3 working days.

I have chased up since the 26th May on many occasions in regard to the release of my withdrawal and account restriction, which was told when documents are being processed, they can be a delay. I have continued to chase many times for both withdrawal and documents to be processed so my account restrictions can be lifted. This is now well over the time limits and all I have been told is this has been passed to the relevant department and I will receive an email once it is sorted.

We are now on 13th July 2021 and still they have not resolved this. The only update I have received during this time is a request for more and/or different documents which I have provided every time, if not on the same day. The documents they request they change each time which I believe is further delay tactics by the company as why not just ask for all in the first email. I have provided everything they have requested with the exception of other casino statement as they are requesting competitor and 3rd party information which is against the law as I do not have consent or permission from the 3rd party to release this. However, they can see all this information in the bank statements and PayPal records I have provided.

This has gone on for too long now. The withdrawals were well before any restriction was placed on my account and were legal withdrawals and therefore have been illegally withheld which I have allowed up to now as they had promised they was resolving the restriction on my account which they clearly have not done but just send more emails of they are dealing with it and don’t.

The withdrawals I made were on 17th May 2021 and then 9 days later they applied the restriction. So were already out of timescale in line with their policy for release of funds and I believe they issued the restriction as a delay to release to the withdrawals.

Also my account with them shows that my total return is just over £600.00 up on my total stakes and therefore it doesn’t seem a coincidence that they are refusing to release the £700.00 withdrawals I won and am owed.

I raised a complaint with the company on 4th June 2021 and received no outcome other than emails to say they are dealing with the complaint but no actual update on progress.

Due to all of the above and constant emails of just providing more documents I asked my account was closed and withdrawals released. I received another response to say yes close account but needed other documents again before they could release my money.

I feel I am going round in circles with this company and all is a delay to not payout.

• The payment withdrawals they breached and did not issue within timescale

• They have withheld funds owed for nearly 2 months now

• The process of my documents which was well after the withdrawals were requested they have not done within their timescale

• They have changed the goalposts on several occasions and kept requesting different documents as delays to the process.

• My complaint has not been dealt with within timescale.

Please can you help. They a lot of emails and evidence of above which happy to send over whatever you need.

< full name removed >