Provider stalling on my withdrawal

[Zoowarrior]

Hi all

 

This is my first post here :-)

 

I am a online casino player and I use a couple of well known platforms, I generally play roulette and I have encountered an issue with a certain provider and I want so advice (hopefully I'm in the right place)

 

To cut the story relatively short, a couple of weeks ago I joined this particular site and I proceeded to deposit. After playing for a few days I had built up an amount of £40k which I withdrew after following the identity check etc all fine.

 

I then decided to play some more and lost about the same amount as above but then proceeded to win it back and some more so overall I am up about £20k. I currently have a withdrawal going through but the provider has asked for some more verification checks to be done, no issues at all I comply. I have 3 debit cards registered with this provider 1 of which has been verified, the 2nd has always verified and this was used to make the deposit which led to the win I referred to above. Both were verified by sending a picture of the card including th signature strip etc along with my driving license and a utility bill. The third card has been used a couple of times and they have asked for the same picture of this card to be sent in. Normally this would not. I a problem at all but I do not have the physical card and I haven't for some time. I have the card details stored on my phone for the occasional internet transaction. I have however provided them with a bank statement for this account showing the transactions as an alternative and you can clearly see the money debited which will coincide with their records. As it standstands I am left without any further options to provide with anymore proof. I am due to follow up tomorrow but I have been left really aggrieved by this.

 

I really wanted to know if anyone here has had a similar issue like this in the past and if so how do I go about getting it resolved / taking it further?

 

Thanks in advance

[cocopop3011]

Hi all

 

This is my first post here :-)

 

I am a online casino player and I use a couple of well known platforms, I generally play roulette and I have encountered an issue with a certain provider and I want so advice (hopefully I'm in the right place)

 

To cut the story relatively short, a couple of weeks ago I joined this particular site and I proceeded to deposit. After playing for a few days I had built up an amount of £40k which I withdrew after following the identity check etc all fine.

 

I then decided to play some more and lost about the same amount as above but then proceeded to win it back and some more so overall I am up about £20k. I currently have a withdrawal going through but the provider has asked for some more verification checks to be done, no issues at all I comply. I have 3 debit cards registered with this provider 1 of which has been verified, the 2nd has always verified and this was used to make the deposit which led to the win I referred to above. Both were verified by sending a picture of the card including th signature strip etc along with my driving license and a utility bill. The third card has been used a couple of times and they have asked for the same picture of this card to be sent in. Normally this would not. I a problem at all but I do not have the physical card and I haven't for some time. I have the card details stored on my phone for the occasional internet transaction. I have however provided them with a bank statement for this account showing the transactions as an alternative and you can clearly see the money debited which will coincide with their records. As it standstands I am left without any further options to provide with anymore proof. I am due to follow up tomorrow but I have been left really aggrieved by this.

 

I really wanted to know if anyone here has had a similar issue like this in the past and if so how do I go about getting it resolved / taking it further?

 

Thanks in advance

 

Hi Zoowarrior and welcome to the forum.

 

Hmmmm..tricky one actually since I've never been in this situation. A similar situation I had, where I had to verify a debit card that I no longer had but was still on my account, again they wanted a physical picture of the card but I had lost the card ages ago. So, I had to get a letter from the bank just saying that this card was no longer in use.

 

However yours is a lot more tricky since the card is still active and you use the associated account. So you've already explained to them that you don't have the card any more? Does your bank statement reference the card number? I know they don't usually, well at least mine don't but if they did I guess that would be proof. 

 

If the casino don't accept the bank statement could you explain to the bank the reasons why you don't have the card and maybe they can issue you with a letter? Even a replacement card would have a different debit number so that would be no good, but I'm sure the bank can give you a letterhead to confirm the card number and that you own the card which is basically all the casino want to know.

[ValDes]

Hi Zoowarrior and welcome to AskGamblers. 

 

Indeed, what our beloved forum admin cocopop has already advised seems to be the only reasonable way out considering the situation. Keep in mind though that lots of not so reputable casinos would use similar situations only to stall the payment for as long as possible, hoping you will keep patience, reverse and play down your winnings. So, no matter what the issue actually is and how reputable and honest the operator involved into the dispute really is, you must stay strong and do all the necessary resisting the temptation to keep playing.

 

 Congrats on your big wins and Stay Strong!

   

[Zoowarrior]

Thanks both for your replies.

 

I'm at a bit of a dead end I went into My bank and asked them for some proof to assist me and they provided me with two bank statements showing the transactions, amounts and to whom which will coincide with their records. I have submitted this information but still they are requesting that I provide a photograph of the debit cards linked to this account. I have said a number of times I do not have the physical cards. I have ordered two new ones which are yet to arrive when they do I'm almost certain they will have a new number assigned to them. I agree with your point about hem hoping I decide to reverse these winnings and play it away! I hope this isn't the case as this would suggest the company are not acting very professional at all! I have decided to raise a complaint via the ADR and IBAS that's all I can do! Thanks

[Zoowarrior]

To follow..

 

What I find most frustrating about this is that a bank statement is a legal document so this should be accepted.

 

And also I am not trying to reverse the money back to my accounts here, I have requested it go back to the accounts from which the money was deposited.

 

Common sense should surely prevail here. I have spent so much time trying to sort this out this week and getting no where. The company in question is Royal Panda, I will leave it in the hands of the regulators to resolve!

 

As I keep saying I am a legitimate person who has made a legitimate stake but I'm not being dealt with in a way that is at all progrsssional

[cocopop3011]

Thanks both for your replies.

 

I'm at a bit of a dead end I went into My bank and asked them for some proof to assist me and they provided me with two bank statements showing the transactions, amounts and to whom which will coincide with their records. I have submitted this information but still they are requesting that I provide a photograph of the debit cards linked to this account. I have said a number of times I do not have the physical cards. I have ordered two new ones which are yet to arrive when they do I'm almost certain they will have a new number assigned to them. I agree with your point about hem hoping I decide to reverse these winnings and play it away! I hope this isn't the case as this would suggest the company are not acting very professional at all! I have decided to raise a complaint via the ADR and IBAS that's all I can do! Thanks

 

A new debit card will definitley have a new number, if you don't have the card anymore then you can't provide a picture and I'm very surprised that Royal Panda Casino can't understand this. What did they say exactly when you said you don't have the card to take a pic?

[Zoowarrior]

Agreed, when I explain it they seem to understand this point but still keep reiterating they need a statement showing the card number but as I keep saying it's a debit card and as far I'm aware only credit card statements come with the card number printed on them. I'm left baffled and disappointed to say the least! Are they stalling so I play the money away? I'm starting to think so. I've spoken to so many different people and they are keep saying the same thing. I'm hoping by raising a complaint through an ADR this will add some weight to solving it!

[cocopop3011]

Agreed, when I explain it they seem to understand this point but still keep reiterating they need a statement showing the card number but as I keep saying it's a debit card and as far I'm aware only credit card statements come with the card number printed on them. I'm left baffled and disappointed to say the least! Are they stalling so I play the money away? I'm starting to think so. I've spoken to so many different people and they are keep saying the same thing. I'm hoping by raising a complaint through an ADR this will add some weight to solving it!

 

I would not have expected the aforementioned casino to employ these tactics! Quite shocking actually. However, do not reverse whatever you do. I'm sure this can be solved. You could have also used our complaint system.

[hajnrih]

Agreed, when I explain it they seem to understand this point but still keep reiterating they need a statement showing the card number but as I keep saying it's a debit card and as far I'm aware only credit card statements come with the card number printed on them. I'm left baffled and disappointed to say the least! Are they stalling so I play the money away? I'm starting to think so. I've spoken to so many different people and they are keep saying the same thing. I'm hoping by raising a complaint through an ADR this will add some weight to solving it!

For that amount of money I wouldn't be surprised if they asked for a picture of you being born in the hospital with the whole hospital staff in the background Post a complaint here or take it up with the regulators. 

[ValDes]

Agreed, when I explain it they seem to understand this point but still keep reiterating they need a statement showing the card number but as I keep saying it's a debit card and as far I'm aware only credit card statements come with the card number printed on them. I'm left baffled and disappointed to say the least! Are they stalling so I play the money away? I'm starting to think so. I've spoken to so many different people and they are keep saying the same thing. I'm hoping by raising a complaint through an ADR this will add some weight to solving it!

 

Well, considering the great reputation of the aforementioned brand and based on my own excellent experience working with their management on other complaints, I guess the casino team must have had a pretty good reason to request that card photograph. In other words, I have strong grounds to believe your winnings are safe unless you breached /accidentally or not/ one or more of the casino terms. And since you stated an official complaint has already been filed with the relevant ADR entity what I could suggest is to refrain from giving further publicity to your issue and give that ADR some time to do their job.  

[cocopop3011]

Good luck Zoowarrier, keep us updated whenever you can.