Cheeky Riches Casino - Player’s struggling to withdraw his remaining balance.

I should say the dispute relates to a number of casinos operated by the Grace Media. I am owed a total of £656 including 57 Cheeky Riches, 22 Monster Casino, 44 Pots of Luck, 13 Plush casino, 88 Arctic Casino, 53 Chelsea Palace, 19 Play UK, 11 Clover and 93 sunset casino.

They had processed some previous withdrawals but froze all accounts pending source of wealth and ID checks. I sent them the following documents:

3 months bank statements showing my salary income. 3 months bank statements showing my deposits to their casinos. 2 work payslips showing my salary as also shown on my bank statements. Photo ID and copies of my bank card used to deposit. I had sent them an initial redacted version of my statements which shows my casino deposits as it included some private transactions I felt they didnt need to see. I then sent unredacted versions which they claim have been amended but have not explained how or why. All these statements show my deposits and withdrawals to their casinos. They are refusing to process my outstanding cash because of this. I have asked for my accounts to be closed which they now are. I have told them I am not providing any further documents and they are still saying they will not return my funds. I have asked them to provide legal guidance which allows them to do this but they have not. This has been going on for 3 or 4 months. I have had enough and consider I have provided them with more than enough private information for them to verify my source of wealth/identity and I am providing no more.

Dear Seamus,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Please bear in mind that unless it’s allowed by the casino, you should never edit your verification documents. Have you been informed what specifically seems to be a problem in verifying your account?

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

PS: Please submit separate complaints about each gambling establishment as we keep one thread per casino only.

Dear Seamus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello

Per my case with you I am well aware of the KYC process. If you read my statement it outlines the extensive documents I have sent. They are NOT redacted. They have said they are altered but have not explained how or why. In any event I am sending no further private documents and I would like someone to tell me what legal basis these people have for effectively confiscating funds which my documents clearly show have been deposited from my bank via my bank card.

S D****

Dear Seamus,

Could you please forward any relevant communication to petronela.k@casino.guru before we'll contact the casino? Thank you very much in advance.

Dear Seamus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Seamus, for the forwarded communication. Do I understand correctly that you have sent redacted/altered documents when asked to provide Proof of Income?

No. I had sent documents initially redacting some transactions. I then sent unredacted documents which showed every transaction. You should note that all my documents showed every deposit made from my bank account to their casinos and also showed my regular source of income which is precisely why they told me they required the documents. They are saying that some of the documents are altered but have not explained how. I have advised them that I am not sending anything further. My accounts with them are closed.If they consider they cannot verify my source of funds that is a matter for them. They are illegally witholding my money.

Thank you very much, Seamus, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Seamus!

I will take care of your complaint from now on. In order to proceed I'd like to invite representatives of Cheeky Riches Casino into this discussion in order to provide us with an explanation of the situation and help us with the resolution.

We would like to ask Cheeky Riches Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.