Hello, I would like your help regarding a recent withdrawal request that I made online from Casino Big Apple license number: 000-039335-R-319313-012 on the 28th of May. I have still not received my withdrawal and after sending many emails and having many live chats with them no one has been able to give me any kind of update apart from that it is being dealt with by their payments department. I have read through all of the T&C’s to try and find more information but I can’t find anything in relation to a maximum withdrawal time, apart from that the funds show as pending for three working days and then they cannot be reversed. As I couldn’t find the information that I was seeking in the T&C’s, I spoke to one of their agents to ask them, only to be told to feel free to review their policies on the website. I’ve attached the chat log for this particular live chat (Attachment: BA 20-06-19) along with a couple more examples (Attachments: BA 14-06-19 and BA 13-06-19) of the communication issues that I’m having with them. I have been using this site for a couple of months now and I have already received an email dated the 24th of April confirming that they had received all of my requested documents and my account had been verified, I have attached a copy of this email (Attachment: Verification email). Since then I have deposited approximately £12000 of my savings and wages and won in total £19000, after requesting this amount I was asked for more verification for AML reasons which included a source of funds declaration, proof of savings, bank statements, proof of earnings and a letter of consent from my partner as we have a joint bank account which I provided to them as seen in the attachment (Attachment: Proof of earnings). I can understand why the extra security is needed as it is a large amount to withdraw but I was asked for this information intermittently which then took over a week in total for me to be able to send off all of the requested information. I received a phone call from them on the 3rd of June congratulating me on my amazing win and informing me that the payment would be made in 3-7 days. Two days after this on the 5th of June was when they requested the letter of consent by my partner which we sent back to them the very same day. It has now been 17 days since then and every time I ask them I keep being told the same thing by their agents, that they will have an update for me tomorrow but no update ever comes. I’m feeling increasingly concerned as the majority of the withdrawal was my original money and I would like to return it to my savings. It is actually a very good site and I haven’t had any issues with them previously so I’m hoping this gets resolved quickly as I would like to continue using the site with confidence. I am regrettably making this complaint as I really hoped this could be resolved without involving a third party. I didn’t want it to come have to come to this but it seems I have been left with no choice as I was told someone would be in contact with me with more information but I have still not received any update.
AskGamblers Complaints Team is kindly asking you to confirm whether you have already submitted official complaint in front of the relevant regulatory body of Casino Big Apple? Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate
No, I have not yet submitted a complaint with the Gambling commission as I would like to try and resolve this through you first. However, I have sent an Email to the gambling commission explaining the situation and asking for their advice on how long I should leave it before submitting a complaint, I'm still awaiting their reply for this. Should I complain to the Gambling commission also or see what happens with this complaint first?
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