Queja #86 PartyCasino

Unfairly seized funds

Por Thedill20

hace 5 años

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.

Casino en conflicto PartyCasino

Motivo Pago rechazado

Cantidad £80

Discusión

AskGamblers

• Support Team

hace 5 años

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

hace 5 años

This has resolved my complaint.

Thank you.

PartyCasino

• Representative

hace 5 años

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

hace 5 años

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

Estadísticas de quejas de PartyCasino

Resueltas 52 / 59

Cantidad promedio $3,870

Duración media de quejas 8 días

Tiempo de respuesta promedio 2 días

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Withdrawal of $35800 Pending and Account Blocked

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I hope this message finds you well. I opened my Party Casino account on ( July 31st) and deposited money in my casino account. I deposited $4000 initially and gambled and requested withdrawal for $20,000 and they locked my account and asked for documentation to verify my account. I did submit them all the documents same day they activated my account but said my withdrawal is still under review. So i started to play again and lost $20,000. So I redeposited $12,000 from my bank account and played and won $35800. I requested two withdrawals, one for 10,000$ and other for $25,800.

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However, about 1 month ago Party Casino customer service blocked my account and funds. I had about 145 euros in my account and when I tried to withdraw this amount, the Party Casino team blocked my account and then asked for a series of documents and photos to verify my identity. I sent all the requested documents and received an email saying that the documentation was accepted and that they would analyze the reason for the block as soon as possible.

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< Full name removed >

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Hello

I won £10,830 on the 19th of December and been trying to withdraw it ever since!

The website asked for my proof of identity which I sent my card used to deposit and my passport.

First they asked for my card with all but middle 6 digits covered and then only first 6 and last 4 covered!
Anyway I’ve sent all the photos as they described and they keep saying that they are not correct even though they are

Now they have not replied to my emails in the past 6 days and the phone number they have on the website and the number an operator gave me doesent work either it just flat tones or dials out!

When I speak to the chat operator on the website they just apalogize and say they have spoken to the right department and I will receive an email which never comes without me chasing it and it keeps going around in circles.

Any help regarding this issue will be greatly appreciated as it has been over 2 weeks now and I really need this money

Attached are showing what I’ve tried to withdrawal

What they have asked for
What I have sent them
The exact right evidence

Just constantly says “performing our checks”

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