i joined (slotmine) on the 19th march 2012 i deposited £15 from my visa debit card and played on rainbow riches and i won £500 i continued and played another £50 out of my winnings so i withdrew £450 to go back into my bank account wich should of been 5 days. But now they are asking for my i.d verification where as they didnt ask me from the start. They was good enough to take my money from my bank account and now that i won this amount of money they want the proof im over 18 years of age which i am 19/08/77 34 years old . My argument is why didnt they ask me for it in the 1st place they was good taking my money now they wont give me my money that i am owed. As you can see i am very upset over this matter i keep ringin everyday and i am not getting nowere with them at all i just need some advise on this matter please i have got proof from them that they owe me this amount of money in my hotmail account please help
[#KYK-973342]: Age verification failed
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We are contacting you regarding your casino account with the username: "lyndajoan".
We are sending you this email to inform you that you have registered a method of payment on your account which is available to those under 18 years of age and requested a withdrawal using the same payment option. Unfortunately we have been unable to verify that you are over 18 years of age via a number of online sources and therefore your withdrawal request has been revoked and funds returned to gaming account which has been temporarily locked until we can verify your age. As it is our policy to ensure that all our customers are of legal age to play on our sites, we kindly ask that you to do one of the following:
- Call our customer services free phone number and change your payment details to a type not available to those less than 18 years of age.
- Supply us with a COPY of ID documentation such as:
* Driving Licence
* Birth Certificate
Please send this documentation via e-mail, fax or post. We recommend that it be sent via e-mail or fax to avoid delay.
If sending by email, please send these files in JPEG format in preference over Bitmap format. If you must send in Bitmap format, please zip the files in order to limit their size). Please send all documentation our email address or fax number 00350 200 49553. Alternatively, our mailing address is Customer Services, Bingo/Casino response, Suite 812, Europort, Gibraltar. However we advise sending it via email or fax to avoid delay.
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Account Compliance Team.
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Hi there, Giuseppe, here.
I am the affiliate executive for Slotmine.
I am really sorry about the inconvenient, but as you all should know, all the gambling websites require an I.D. verification before the first withdraw. I am afraid, There is no way to cash out until your account will be verified, you can read it on the Terms & Condition's page, so what you are saying, "as they didnt ask me from the start" is not exact at all.
That's how work for all the gambling websites, there is nothing wrong with us, all you need to do is upload the I.D. or send it to us, and you will receive your winnings within a couple of days.
I Hope I did help with this.
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Please update us about the outcome, otherwise this complaint will be closed as solved, when 4 days time frame runs out.
No updates and no any answer = complaint withdrawn and the case solved!
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