XL Casino - The player struggles to withdraw his money.

ive had great difficulty with the above casino. I made my first cash out on the 24th December 2022 and was part paid out. I then made further withdrawals on the 2nd jan 2023 totalling around £11k.

then have them requested me to verify my account. I have sent drivers license, bank statements and multiple cards to verify my account. They are now wanting me to verify a card I used back in October which I no longer have the card or the account. I’ve provided the card which the most recent funds were deposited from yet they are not willing to verify / pay out until I give them the old card details.

surely this is unacceptable to wait over 7/8 weeks on money which they have partially paid out. This is now affecting my financial health and my own mental health as I believe they will not pay me this substantial amount of money. There is a substantial amount of correspondence which I’ve sent them multiple copies of the same id and card details. I’ve sent you a brief video of the emails etc…

can you please help me with this asap.

regards,

Ryan

Hello Ryan060886,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with XL 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 spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

They first asked on the 25th December 2022. I responded same day with the documents they requested.

They then asked for more documents and pictures of my cards on the 28th December which again I sent straight away with the exception of one which was a recently opened bank account. A few days later when the new card arrived I supplied them with the picture of the card. This new card relates to all the deposits which I have accumulated the winnings owed to me.

I have also supplied them with bank statements, payslips and still they insist on seeing the card I last used in September/ October 2022. I have closed that account and no longer have the debit card.

I then used the casino on the 1st /2nd Jan 2023 and won over £7500 which they paid me £400.

I’ve continuously asked for the exact amounts still owed to myself which I believe is approximately £11,500.00.

I would note that an advisor emailed to tell me my account was verified on the 27th December 2022. I’ve attached a screenshot of the email.

regards,

ryan

It may be easier for me to discuss this over the telephone as there has been multiple emails calls and requests from the casino. I’ve also sent the same documents multiple times after they claim not to have received them.

Hello Ryan060886,

Unfortunately we do not have an option to resolve complaints by phone. You complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Ryan060886,

I've just reviewed your case and am very sorry that you encountered such an issue. To help you resolve the problem, I will contact the casino.

I want to invite XL Casino to join this conversation and participate in the investigation. Could you please provide us with an explanation of the player's situation in more detail from your point of view? How should the player verify the credit card that no longer exists?

Thank you in advance for providing the information.

Best regards,

Tomas

We would like to ask the 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 may negatively affect its rating.

Dear Ryan060886,

I managed to get in touch with the casino representatives and will try to investigate your case. Meanwhile, please let me know if there are any updates on your side.

Thank you.

Kind regards,

Tomas

Hi Ryan and the Casino Guru Team, 

Thank you for allowing us to look into this particular case.

We have reviewed the customer's account and we can definitely understand the customer's feelings. Below is a breakdown of the situation:

- Withdrawal amounts of £4000, £2000, £983.50 and £750 was submitted on the 01/01/2023

- Another request of £400 submitted on the 02/01/2023

- KYC Documents (ID and Bank Statement) was requested on the 24/12/2022 and account was verified on 26/12/2022

- Customer was requested pictures of all the 3 cards on the account on the 03/01/2023

- Following response from Security Team, only the picture of 1 card was provided

- 11/01/2023 and 18/01/2023, customer was again requested the pictures of the 2 remaining cards

- 03/02/2023, player was requested to provide an official bank statement or letter to confirm if the card belongs to the customer

- 20/02/2023 - Full refund of £11,233.50 was made for the player and this went through the normal processing stages. Funds should have reached customer during the same week.

We definitely understand that this was a very lengthy process, however, due to the documents missing, this is why it took so long. 

As any licensed casino operating under the UKGC, there are some regulations that we are bound to follow; responsible gaming, anti-money laundering policies etc.

We do sincerely apologize Ryan for the very lengthy process and we hope that you have already received the due funds by now.

Should there be any further queries, please feel free to email us at connect@bestloyaltyteam.com and we will look into it as soon as possible.

Kind regards, 

XL Casino Loyalty Team

Thank you, XL Casino, for providing the information.

Dear Ryan060886,

Could you please confirm that you have received the payment and that the matter is now resolved?

Kind regards,

Tomas

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from Ryan060886, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas