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Toptally Casino - Delaying Payment Of Winnings

RESOLVED
Complaint Info
Disputed casino Toptally Casino
Reason Delayed payment
propane007 United Kingdom Message
Posted on November 18, 2018

Joined up with this Casino few weeks back through AG link to take advantage of 1st deposit bonus. After depositing I never received bonus and was told by live chat that management had decided I was not entitled to receive a bonus and that was the end of it. I was a little annoyed but have heard this phrase used before so I just continued to play with my original deposit and managed to hit big on some slots.
As per all online casinos I uploaded my KYC docs via my account and requested a withdrawal. There were a cpl of issues regarding my card used to deposit, but this was rectified after providing a letter from my card issuing company.

Top Tally’s own withdrawal policy states that withdrawals will remain pending for 48hrs before being processed, and mine has now been pending for a week.
I have contacted live chat on several occasions to query as to why my withdrawal was still pending, and just keep receiving different excuses and apologies?

I spoke with an agent yesterday (chat log enclosed) who confirmed that after speaking with the finance dept who had received all requested docs that they were happy to process my withdrawal that day and again another apology.

After 24hrs my withdrawal is still pending, spoke with live chat again today to be told yet again they are sorry but this time they have had so many recent winners that withdrawals are being delayed due to the workload😂😂 and that I would receive an email once it had been processed.

This is appalling customer service bent on intentionally delaying withdrawals in the hope that the customer reverses. And to be lied to is truly shocking, and how casinos are allowed to practice like this when supposedly being governed is beyond me.

AskGamblers
Posted on November 18, 2018

Dear @propane007,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on November 21, 2018

Hi Propane007

Hope you are well and enjoying your experience with Top Tally Casino

Congratulations on your winnings, don't go spending all of it at once.

As we can see you have had 2 withdrawals, although there was a regulation issue with one of the withdrawals – which caused it to take a little longer.

However, I believe you have received your money. We look forward to having you back and wishing you the best of luck in your future gaming.

Thanks

propane007 United Kingdom Message
Posted on November 21, 2018

All withdrawals now received, thankyou.

propane007 United Kingdom
Posted on November 21, 2018

AG please close complaint

AskGamblers
Posted on November 21, 2018

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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