Withdrawal issue with Mobile Wins Casino

I requested £1500 withdrawal on 4th august. A few days later received an email I had been selected for identity check. I have a virtual card so not a card in person. Uploaded bank statement and online card from online bank. Drivers licence. Proof of address. Another proof of address. And me holding drivers licence. After 4 days no reply so I contact live chat. Wait for verification team. 10 days passed and I received an email please upload a full bank statement ( I only use the virtual card for gambling so that’s fine I did that ) another 10 days passed. They wanted me to get bank statement and I’d verified by a solicitor never been asked before so went to google. Found a company. Paid. Got it sorted resubmitted to them. Another 5-6 days went past number of texts to live chat with the same automatic wait for verification team. I was then emailed 3 days after please have these wet signed and not online verified. So I did that. Drove 6 hours to get the solicitor to hand sign them ( he was cheap and in my area the cheapest was £80 PER piece of paper. A full bank statement and id would have cost £1100 so I paid £9.99 x 3 and £4.99 for hand collection

Collected took photos and sent in. And now I’m receiving the same automatic email over and over and when I go on live chat they say the same please wait for an email from security ect.

Please help Ask Gamblers this is unfair I’ve been gambling for 30 year and I’ve never had to go through this process ever before

Well, the title tells everything. Still waiting my 800euros from Mobilewins casino. Just to ask how long the payment will approximately take: I have tried to contact two times via email after the withdrawal and documents approvements, no answers. Chat was not available. The casino bonus terms state that the amount to be paid out after the wagering is the sum of the bonus amount multiplied by three. I raised the balance to 2500 euros and it dropped automatically to 900 euros after the wagering. It is ok for me, because I have read and understood the bonus terms and conditions. Still, I can’t comprehend how a casino that looks so high quality (as well as good licenses: MGA) works so badly for its customer. ProgressPlay Limited isn't really interested in the operation of its casinos?
I hope Mobilewins come up with a good reason why I get this kind of treatment as a customer.

My withdrawal was kind of small, only 159 euros

But ive been waiting it too long already.

Ive sent 2 times my documents. On website they are approved but email they are still asking them? Confusing. Also they said that my visa cardholder didnt accept the payment? I use my card. So I want my payment to my card. I now changed it to debit so maybe they can pay it there? I don't have a web wallet.

Hi

I have had £502.10 confiscated from me from Mobile Wins because they are claiming I broke their bonus terms and conditions. Their email is attached to this complaint.

The casino is claiming that I played all of my balance on European Roulette and so I should have my winnings cancelled.

The casinos terms infact state that a player can not bet more than 50% of their bonus balance in one round. It doesn't refer to the total amount wagered on any one game. No player could possibly interpret the term that they've quoted to mean that a player can not wager a total of 50% of their bonus balance, when adding up all spins on that game. They would assume it to mean the max bet on any one game is 50% of the bonus amount, as I have.

On a side note - The casino already caps my winnings at £600.

I hope this matter will be looked at, and will provide future updates to this case where necessary

Yours,
Sandra

I deposited £30 via payforit mobile managed to run it up to £3400, had to send in documents all which passed the security teams verification process the next day I received an email from support advising me my account had been closed no further information provided, contacted live support who still couldn't provide me information except that it's the management decision and the claim my withdrawal was accepted, however I have no proof of this and can't access my account I ask for a casino rep to confirm my withdrawal has been paid out please.