XL Casino Review

The player from the United Kingdom had his account suspended by the casino's safer gambling team, and his withdrawal of winnings worth 17,900£ was not processed. The player had self-excluded from a sister casino, Amber Spins, but claimed it was not due to a gambling problem. We reached out to the casino for a response, but they did not reply. As a result, we were unable to resolve the issue and had to classify the complaint as 'unresolved'.

The UK player had requested a withdrawal and provided all necessary documents for verification. However, despite numerous calls to customer service and two escalations, the player's documents had not been verified and the withdrawal had not been processed after 10 days. The player was unable to access his suspended account due to a self-exclusion from another linked casino. After further communication with the casino, the player's documents were accepted and the player was told to expect the withdrawal in five working days. However, the player received a request for additional verification, which caused confusion. Eventually, the issue was resolved and the player received the withdrawal.

The player struggles to withdraw his money due to ongoing verification. Even though we assumed that the issue had been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player from the UK was experiencing an unspecified issue. However, based on the information she provided in the related complaint, we consider the issue resolved. The complainant managed to resolve the issue with the casino outside of the thread and confirmed that the casino had returned her disputed bonus.