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Toptally Casino - Withdrawal Delay

UNRESOLVED
Complaint Info
Disputed casino Toptally Casino
Reason Delayed payment
Amount £ 9201
Smurfy300 United Kingdom
Posted on September 1, 2020

So I’ve been using this casino regularly and deposited over £1,000 into their site. By this point I’ve already done the KYC (Driving license submitted and a bank statement) account then verified and allowed to continue playing. I hit a big win on crazy time and a bit of live roulette and request a withdrawal of £8,001 & £1,200 (25/08/2020). Within minutes of this I get a phone call asking how much I earn and all the responsible gambling questions from Toptally. The man who called said I needed to send in proof of PayPal account to be able to receive my winnings, which I sent in within 10 minutes of the call ending. I then go on Toptally website and login only to see I need to send in my last 3 payslips and last 3 months of bank statements in full (SOW). Which I did the following day (23 pages long required 2 days worth of uploads). I keep going to chat to see how they’re getting on and they just give me the usual it will be checked when it gets checked. I ask to formally submit complaint about the procedure and they say they don’t have a complaints team and I just have to wait to hear back from the documents processing team. Now been 6 days, heard nothing back. Because they requested these documents after the withdrawal surely I’m entitled to the withdrawals regardless of whether SOW has been verified or not. Under section 17.1 in LCCP written by UKGC I would be entitled to my withdrawals, am I right? I have sent the documents in and have no issues with them verifying my source of wealth because I earn £2-3k a month anyway and have loads of assets and savings as a SOW but I’m just annoyed at the customer journey and the fact they’re holding onto my withdrawals to try and prolong me receiving my money. Oh and I thought I’d mention, they’re still letting me deposit money into the site why haven’t they blocked deposits? Surely they should block deposits if they’re keeping the withdrawals pending during SOW verification!

AskGamblers
Posted on September 13, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

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