Slingo Casino - The player struggles to withdraw his balance.

dishonest - withholding money . They take days to answer a message - They promised a bonus but it was fake as it didnt appear post deposit, they accepted thousands in deposits with no mention of ID but when i tried to withdraw £100 - MY FIRST EVER WITHDRAWAL they wanted all sorts of ID. I have been owed £252 since 26th November 2022 and they are refusing to pay out. Incompetent, rude, arrogant, no knowledge and/or compliance with Gambling Commission regulations, most often they are docile, ignorant and are blatantly trying to illegally withhold my monies. Worst customer service I have encountered in 5 years of online betting. They are now asking for a copy of a card last used in October 2022 - which was replaced as per my current card by my bank so it was cut up - this card is nothing to do with this money and is from October 2022 - THEY HAVE A COPY OF MY CURRENT CARD - MY DRIVING LISENCE AND STILL THEY WONT PAY SAYING THEY WANT A STATEMENT NOW - nothing to do with my last deposit - using every excuse not to pay me - i have asked for a deadlock letter and now they are ignoring this too

I reminded them that the UKGC state: players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time. 

so - can you clarify - is this your final response or deadlock letter to me? its so I can take my case straight to IBAS.

Hello nmoane0306,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slingo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Verification was only requested on the 26th November 2022 - Bizarre given I had been depositing regularly since joining the site on the 5th September. I initially objected to verification as it was only requested on the 26th November when I tried to withdraw and close the account. My objection was based upon the Gambling Commission information published re: compliance, in that, when discussing - "Restrictions on withdrawing deposit and deposit winnings" they categorically state:

"Players must not be asked for information at the point they request a withdrawal from their account if the operator could reasonably have asked for this information at an earlier time." (UKGC, 2023)

I informed Slingo Casino as to the above statement made by the UKGC at least 6 times between the 26th November 2022 and the 6th January 2023 - 4 times via their 'Chat Function' and twice by email with my receiving the same inane and uninformed response as to Slingo 'Policy'. In my humble view, their Policy does not usurp the UKGC statement regarding 'Compliance', with my finding that their understanding of the regulations was, at best, poor.

I just wanted to end the relationship as I, quite frankly, could only liken my dealings with them as to how I imagine it would be trying to negotiate with a box of rocks, So, with that in mind, i relented and provided them with a copy of my driving license photocard and my bank card - the bank card used for the deposit in question I hasten to add. However they have continued to be obstreperous and obstructive with their demanding the previous bankcard - which the current one replaced, however as per Bank guidance - this was destroyed upon receipt of my current card, When I explained this to them they now want a bank statement from September 2022 - I think this is invasive, unnecessary and yet another ploy to avoid payment - An outrage to common decency in my mind.

I last contacted the 4, 3 and 2 days ago, whereby on the 10th January i asked them for a deadlock statement - however they have yet to answer my queries from 4, 3 and 2 days ago..

Regards

Norrie

UK Gambling Commission (2023). Restrictions on withdrawing deposit and deposit winnings - Gambling Commission [Online]. Accessed 12th January 2023.

Hello nmoane0306,

Unfortunately, the casino may request your old card information if you did deposit with it in the past to the casino. It is a very common request in many online casinos and once you prove that the card no longer exists, there shouldn't be any problem to finish the verification. Based on our experience, if all the documents are provided by the player, the verification is done within 2 weeks.

Is there any other document which needs to be checked?

Dear nmoane0306,

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.