Complaint #11
Regent Play Casino
Regent Casino - Verification of account delays
6 years ago
I would like to make an official complaint towards Regent Casino in relation to withholding my funds, poor communication, and poor verification procedures.
On 29th April 2020 I registered on regentcasino.com and I deposited £5,000 into the account. I subsequently won £10,250 and requested to withdraw all the funds from the account (total amount £15,250).
I was promptly informed that due to unusually large deposits on the account that my account would require additional verification which can take at most up to 2 weeks.
I submitted all the required information the same day (29th April). On 14th May (more than 2 weeks later) I was emailed and requested to provide documents that I had already sent previously. At this stage not only was the verification process past the 2 weeks window but I was still being asked for documents (that were already provided).
This service is not acceptable. It is now 5 weeks since I requested to withdraw from the account and my very large sum of funds are being withheld from me.
Throughout this whole verification process I have been unable to discuss the status of my account with anyone other than the general support staff which are not able to tell me much. I have had no response to the direct emails I have been sending to the care@r¬ege¬ntc¬asi-no.com department where my account is being reviewed.
I also filed an official complaint with them and have not received a response as to how they will look into the complaint, further adding to my frustration around the lack of communication.
Last week I was told my account was "closed by management" and a reason was not given to me. I am not able to speak to anyone who is able to update me on the account. The service is completely unacceptable.
On 29th April 2020 I registered on regentcasino.com and I deposited £5,000 into the account. I subsequently won £10,250 and requested to withdraw all the funds from the account (total amount £15,250).
I was promptly informed that due to unusually large deposits on the account that my account would require additional verification which can take at most up to 2 weeks.
I submitted all the required information the same day (29th April). On 14th May (more than 2 weeks later) I was emailed and requested to provide documents that I had already sent previously. At this stage not only was the verification process past the 2 weeks window but I was still being asked for documents (that were already provided).
This service is not acceptable. It is now 5 weeks since I requested to withdraw from the account and my very large sum of funds are being withheld from me.
Throughout this whole verification process I have been unable to discuss the status of my account with anyone other than the general support staff which are not able to tell me much. I have had no response to the direct emails I have been sending to the care@r¬ege¬ntc¬asi-no.com department where my account is being reviewed.
I also filed an official complaint with them and have not received a response as to how they will look into the complaint, further adding to my frustration around the lack of communication.
Last week I was told my account was "closed by management" and a reason was not given to me. I am not able to speak to anyone who is able to update me on the account. The service is completely unacceptable.
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