Pub Casino - Player reports slow document verification and delayed withdrawal.

I signed up to the casino, deposited £400 and then won £1,700. I withdrew £1,400 and then carried on playing for a while and won another £200.

I tried to withdraw the rest of my balance of £500 and was told that I was unable to withdraw because I already had a pending withdrawal and I needed to send verification documents before the first withdrawal could be processed.

I sent all the requested verification documents (front and back of driving license, my bank statement and a selfie of me holding my driving licence) and was told that they all looked fine and that they would be sent to the verification department to be processed within 24 hours.

It has now been over 48 hours and my documents have still not been verified.

I have spoken to the casino who have said. " They told me they are getting on it asap, there is no given timeframe unfortunately."

UK Gambling Commission states the following:

"Players are entitled to withdraw money from their deposit balance, including their winnings, at any time. Operators must allow players to withdraw funds from their deposit balance and there must be no term in place that restricts this"

Pub Casino have not adeared to these terms by not allowing me to withdraw the further £500 when I wanted to and delaying verifying my documents so that my original £1,400 could not be processed. This caused me to continue playing and losing the £500 that I wanted to withdraw and I still do not have the original £1,400 that I withdrew.

Dear alexandracommons18, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Dear alexandracommons18,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.