Regent Play Casino - Player’s struggling to withdraw his winnings.

My account was verified I did get my previous winnings from them to my PayPal account now after I wining £9000 they suspended my account and ask me upload my bank statement showing my earnings and PayPal account showing payments to them which I Uploaded and email them on the 30th of August I haven’t received any other communication from them for 3 days then I sent email ask what happening didn’t get any reply then I did live chat with the customer service they told me it a deferent department and they checking my documents and they don’t know anything and there are no time frame when check will finish I don’t understand when I deposit £8000 they didn’t ask for any documents or did any checks I even email a complaint and ask them to close my account

Dear Mohammed ,

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

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Do I understand it correctly that you have requested your account to be closed? What was the reason? Thank you in advance for your reply.

Best regards,

Petronela

Hi thank you for getting back the reason for me asking them to close the account is I was not getting response from my emails and on the live chat with the customer service was terrible they can’t give a star answer they keep saying it’s not there department thanks again for getting back

Thank you very much, Mohammed, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Mohammed,

I looked at your complaint and will do my best to help you. I would like to invite Regent Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi Viliam thank you for helping me

I like to know is well can regent casino specify what is the problem with this withdrawal as my last withdrawal was the same amount

Hi I had live chat with customer service today and it’s the same answer I am getting from them is it’s a deferent department and we don’t know how long it will take them to verify the account

Dear Mohammed and all,

It's a pity that you have hurdles and decided to close your account due to non-satisfactory service.

At first glance, it seems that you need additional documents related to the strict regulation to which we adhere. Please allow us to check this case and our representative will liaise with you shortly.

Best regards,

Regent Casino team

Dear Casino,

please specify what is needed in order to solve this issue in favor of the player.

To regent casino

just to let you know that just now I have replied to the email you sent me this morning ask again for my bank statement showing all the payment to your self.

with the email I included PDF of my bank statement

about the regards to closing my account I was annoyed of sending documents and your customer service keep saying to send again how many time I have to send same information to you.

We would like to ask the Regent 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’.

I got a email from regent casino they want bank information of third party who send money to my account all the source of wealth information they ask me to provide I did and it is enough for them to give my money but I think they just finding things to delay the payment it been 25 day seance I ask for the withdrawal

after me sending all the information they ask for instead of giving my money they are asking for stupid things I am on live chat on email to them but not getting anyway

please any one can tell me how can I get my money from them can I can take legal action against the casino and can I can contact AG communication ltd for this payment made through them and can contact PayPal as I made all the payment via PayPal

Dear Mohammed,

you can take legal actions by contacting IBAS regarding your complaint here: https://www.ibas-uk.com/consumers/claim-wizard/

Hi Viliam thanks for the information I did email regent casino and told them if they don’t give my money by today I will take action through IBAS thanks again.

I apologize, but 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’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

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

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from Casino:

"Dear Mohammed, Viliam and all,

We have just realized that this thread was not updated.

The case was resolved with withdrawal being successfully paid on October 14th 2020.

Best regards,

Regent Casino team"

Dear Mohammed,

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.

Dear Mohammed,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.