24M Casino - Player’s struggling to complete the account verification.

Deposited £50 since then I’ve tried to verify my account and uploaded personal information and despite e mailing daily I’ve had no response.

I have £100 in my account but cannot withdraw my money apparently until the account is verified I suspect it’s a scam especially as one of their e mails apparently does not exist

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No I’ve had no response what so ever I have as previously explained I’ve uploaded a bank statement showing my name and address and proving who I am

Hi Petronela

Amazingly they finally had the good manners to reply however the information they required raised major concerns as a consequence I’ve reluctantly decided just to lose the money they had of mine and close the account.

I have major concerns about their integrity and despite what they advocate on there website they where less than helpful and as a consequence I feel cheated and misled.

trying to get monies back was proving near impossible

Once again, I’m sorry to hear about your negative experience. Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance and all the bets taking place. 

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Thanks for your help anyway I suspect as was my experience these companies make withdrawing funds all but impossible knowing if they wait long enough you will play and lose.

To be honest given what had happened I’m happy it only cost me £50 but these companies need to be accountable depositing monies was straight forward and withdrawing funds should have been the same.

I have asked that they insure the account is now closed.

I will be waiting for confirmation regarding successful account closure patiently. Thank you in advance for keeping me updated.

Thanks for your help can I just make one final point I had been requesting to withdraw my funds since Sunday 31st and considering they advocate 24/7 help including live chat which they don’t have it took at least 5 e mails and messages before they had the good manners to reply yesterday.

as I said previously I’m sure it’s just a delaying tactic but it shouldn’t have been allowed and it should be made clear when joining what your required to do.

Having read several other people’s experiences it’s not uncommon.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.