Complaint #2 Money Gaming Casino

Unduly difficult verification process

By OMG i.

10 years ago

Message on forum

As an avid slots players I have joined many sites over the years and understand the KYC process very well (to the point i have a folder with said documents premade to i can fly through the process) My issue with Moneygaming is that they seem to be the only casino that will not accept pdf documents as proof of address. I have never had such an issue before so offered to send them a copy of my tenancy agreement as my landlord is respoible for the utilty bills. I was advised this was not sufffient so i then sent them a photograph of my most recent solictors letter. again they have advised me they will not verify my account.. The process is unduly difficult and i have asked for the matter to be refered to a senior member of staff which so far has not happened (they just changed the member of staff who was emailing to one with exactly the same job title). As stated i am a member of many sites and have not had issues with the kyc process before

Disputed Casino Money Gaming Casino

Reason Verification issues

Discussion

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• Malta • 37 reviews

10 years ago

To be clear my complaint lies with the fact I only wished for them to allow me access to the account whilst I wait for the same document I sent in PDF form to be mailed to me so I could take a photo of it and email it to them.. I am not asking for them to allow any withdrawl. I was merely asking for access to the funds I had deposited.

Money Gaming Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $58

Avg. Complaint Duration 2 days

Avg. Response Time 3 days

Money Gaming Casino Complaints

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Refusing to return my deposit

Hi, I made a careless and stupid mistake. I signed up to MoneyGaming Casino having already had an account. In June 2013 I signed up at their casino. Nearly 5 years later, and I signed up again. I play at a lot of casinos and didn't remember having done so. For my second deposit I did not receive a bonus. I contacted Money Gaming support saying that they have advertised a bonus that I would like credited. They then sent me an email explaining that I already had an account and was therefore not eligible. Of course this is more than reasonable. I was relieved that the bonus had not been credited since I'm aware that they would have justifiably voided any win. Money Gaming did however tell me that I was welcome to deposit play on my first account. I decided that since I'd made this careless error, I should withdraw my deposit immediately. My reasoning was that if I lose they will just win my money, but if I win they may use this as an excuse to not pay me my winnings. So I withdraw the £140 I had deposited. Soon after Money Gaming emailed me saying that they would not pay me back my deposit. If I had won a bunch of money with the bonus I had tried to claim, or if I had even won money off the back of my deposit alone, I think a position to not pay winnings would be justifiable. But in this case they have no justification to withhold my deposit. It is tantamount to theft. If a customer misbehaves in a shop while purchasing an item, the shopkeeper has a right to not serve that customer. But he does not have the right to withhold service AND the customer's money. And even if they do have such a ludicrous clause in their TC's, the clause is unethical and would never stand up in any reasonable court of law. Any reputable casino would return the deposit in this instance. To make matters worse, Money Gaming actually invited me to continue play on my first account! I hope that Money Gaming pays me back a deposit so I can put an end to this complaint. I realise that I bear responsibility in this for my foolishness, but they do not have the right to withhold my deposit. Thanks for your attention.

Resolved

£125

In denial

I recently won on money gaming casino.

Two amounts i withdrew they are now in denial over the first withdrawl telling me i did not win. I turned over 4000 dollars in my play session withdrawing 218 dollars and 500 dollars the statement on account is 1072 pages deep with no way of serching for any transactions. I have rang money gaming 9 times,call centres abroad. Waste of time.

I then find moneygaming have paid my winnings and then took then back out my bank account. When i sent them a copy of my bank statement they denied it was them.

I'm stuck at a dead end of denial and frankly I am so disgusted I dont know what to do.

They are not regulated by ecogra so cant go to them. The service is a disgrace from moneygaming. What can I do. And not acceptable but they continue to behave in this manner.

Resolved