Beschwerde #148 PartyCasino

Unfairly seized funds

Von Thedill20

vor 5 Jahren

On the 06/11/2020 I asked to withdraw funds of £80 (withdrawal receipt attached). Between the 06/11/2020 and the 08/11/2020 there was a lot of back and forth emails of ID being requested for verification and it being sent (various emails attached). As soon as one document was sent, they asked for something different.

By late on the 07/11/2020 I contacted live chat and was advised "your account is now verified and your withdrawal of £80 will be processed on 09/11/2020. I noticed yesterday 12/11/2020 that no funds had reached my account. I had received an email (attached) on the 08/11/2020 saying "we would like to inform you that your cash out of £80 as been cancelled as per your request and funds added back your gaming account". I did not request this.

On the 12/11/2020, I contacted live chat again and they requested further ID. This time, a selfie holding my ID. I sent this.

Later on the 12/11/2020 I contacted live chat again to follow up. To be told "they had received my ID and the would refund the £50 initial deposit and seize £30 winnings". The explanation given, "you havent verified your account"????
I sent them, passport, bank statment, utility bill, selfie with ID. Nothing else I could send.

As of yet, I have received no fund whatsoever.

Unfortunately PartyCasino do not send transcripts of their chats to provide as evidence.

I would like my money please.

Unseriöses Casino PartyCasino

Grund Abgelehnte Auszahlung

Betrag £80

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Thedill20

vor 5 Jahren

This has resolved my complaint.

Thank you.

PartyCasino

• Representative

vor 5 Jahren

Hello Amy,

I have it confirmed. Your account is open. You'll just need to stop the service closure and verify an own financial instrument.

After this, you should be able to withdraw the winnings.

Best,
PartyCasino

PartyCasino

• Representative

vor 5 Jahren

Hello Amy,

The £30 is in your PartyCasino account.

I understand your frustration, however we take responsible gambling very seriously and so, if someone signs up with a card that isn't in their name and an email that is being shared, our teams get very cautious and it will enhance the verification process.

My understanding is still, that once you end the self exclusion and verify a card in your own name. There should be no issue with the withdrawal of your winnings. I will follow up with the team again tomorrow to confirm though.

Best regards,
PartyCasino

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