Self exclusion requested but not processed

On Friday the 4th June I withdrew £500, on Sunday the 6th I received an email asking for documents, which isn't unusual, I replied straight away with the relevant documents..was given a time scale of 3-5 days for "the team" to review. I have emailed countless times, asking what is happening, even asking to talk directly to "the team" but have received no answers to anything, instead being constantly told that they will email with updates when they have them..nobody has emailed me with an update in 4 weeks..and I'm still waiting for my withdrawal to be processed.. also an agent called Dominic put a self exclusion on my account without my agreement. so I can't even check on progress anymore. I have been constantly fobbed off with excuses and have had no answers to any questions I've asked. I'm not a new customer and am exhausted with trying to get my money paid. I really hope you can help..I'm at my wit's end. I have attached only 3 of many emails that I have received, all saying the same thing..still waiting for updates?

Used this site for a while all well until I won £1000, £500, £500 and £4000.

I didn’t play with a huge amount but as I won I upped the bets which lead to me winning such a large amount. The site allowed me to process the withdrawals as above and allowed me to deposit a further £40 I played a few times and left the balance in.

Next day my account was restricted requesting further information that I supplied.

3 weeks later and I’m still awaiting verification and the only response I get from customer service representatives if that they will chase the relevant team and I’ll receive an email! 3 weeks chasing nearly everyday and the same response every time!

What can I do?

Hi there,

I am waiting for 4 pending withdrawals totalling £574.15. The earliest of which dates back to 26th of May. They asked for documents to confirm my affordability on the 1st June which was submitted on the same. They advised it would take 2-3 days. After multiple follow ups I still don’t have a response and keep getting automated responses asking for my details again.

I would love it if you could help with getting the money out. Thanks!

Kunal

I have been a verified customer for more than a year now. On 26.05.21 I have requested a withdrawal of £250.

I don’t play using bonuses so there is never any wagering. After a week I have spoke to chat operator and was told this will be looked into and I will be notified. I was the first one to get in touch and ask why there is nothing happening and why no one has informed me there is a issue. I was turned away saying we will let you know once we know. I have contacted the casino every other day from the day of withdrawal as no communication came from them at all.

2 weeks later after no communication I have filed an official complaint. I have got a response within the 2 days time frame, which response from the manager told me exactly the same as the operator from the chat. We are looking into this and will update you once we have a resolution. As a verified played I have never had an issue like this.

I am attaching the responses I have got from the manager and from the operator. I was told the response team is separate from the chat which I don’t understand how can there be no communication.

No communication from the casino as to why my money hasn’t been paid out or when it will be paid out. I am being told th casino cannot guarantee a response time. No reason no time frame.

I would like to receive my money as there is already a two weeks delay. Casino claims check can take up to 3 days. This is way over. I also want a valid reason as to why it has been delayed for two weeks now. I want to know when I will receive my money after being with the casino for over a year and being a verified customer.

Kind regards

Good afternoon,

I’m looking for some clarification if anyone can assist.

I submitted a withdrawal request on my Pots Of Luck account on 28/1 for £2090 (won on Monopoly Megaways, no bonus play or vpn use).

On 1/2 I received an email asking to upload documents and verify my account. This was understandable as it’s an industry regulation, however the timing seemed peculiar. I have withdrawn almost £1300 in the last 6 weeks, including a £750 withdrawal on 26/12. It is only now that I request a withdrawal of this size that I’m asked to verify the account.

I uploaded the verification documents as soon as I received the email, and allowed the 3 working days for the documents to be processed. After contacting Pots Of Luck support team via email on 3/2, I was told to wait until the end of the next working day for the verification to be completed.

4/2 rolls around, no contact from the casino and no sign of activity.

I contacted the support team again, outlining my concerns about the delay in processes. I was then told that they’d raise the issue with the relevant team to review. No deadline was given, and by this stage the casino have gone past their outlined timescale for completing the verification process and processing my withdrawal.

The nature of the support team’s responses, whilst polite, have been non-committal and dismissive, and I’m concerned this is being intentionally delayed.

For reference, I also play on 3 other Nektan sites, have requested withdrawals totalling more than my POL account, and have not been asked to verify on those accounts for the withdrawal to be processed.

Has anyone else faced similar issues with this network, and if so how was your case resolved?

Any help would be appreciated.

Thank you