Stalling account verification and £1,000 withdrawal

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

My complaint has been resolved, however I would like to point out that this casino and it's group are not in any way good to deal with.

My withdrawal was delayed because they were incompetent. I would advise anyone to tread carefully before depositing their money with this group MT Secure Trade LTD.

They obviously have a policy to delay and stall customers when they try and draw any substantial payout.

Hello again Richard,

Thank you for getting back to me.

The PPA was sent to you via email on the 2nd of July at 20.23 PM and you replied to the questionnaire at 20.44 PM on the same day. I can see that you have contacted our customer services regarding your account closure and a temporary block has been put on your player account until we can verify your card details.

This is still pending and our payments manager has now contacted the relevant departments to have this checked and verified as quickly as possible.

Once this has been done, the withdrawal will be processed and your player account will be self-excluded across all MT-Secure LTD brands.

Please get back to me if there is any further questions.

Kind regards

Rickard

Good morning Rickard,

Thanks for your swift reply.

I will start by saying that at no time after the 2nd of July did any of your customer service agents make this known to me about a questionnaire I had to fill in.

I have been on your chat function about the matter at least 4 times after that date and at no point did anyone state anything about PPA. What they said changed each time ranging from verification to security issues. Each time your agents were condescending in their manner to say the least.

You must understand that when you get told different excuses when you respond to an email asking for verification documents after the 3rd time of sending them, it starts to make you wonder that somebody is on the wind up.

The last conversation from your reps was why I had to make this complaint. They stated I had to wait 72 hours for verification as the copy of my bank card wasn't to their satisfaction and these were only sent the day before. I have proof through transcript and email that I sent these to you and uploaded them 4 seperate times 4 days ago.

Please pay my money. I will try and look in my email to see whether you have sent me anything in regard to PPA. I will also like to add I want to close all my accounts with MT Secure Trade LTD I won't be using any of your services again. I would have done this before but I need my account open until this matter is resolved.

Kind regards

Richard