Jeg tilmeldte mig casinoet, indsatte £400 og vandt derefter £1.700. Jeg hævede £1.400 og fortsatte derefter med at spille et stykke tid og vandt yderligere £200.
Jeg forsøgte at hæve resten af min saldo på 500 £ og fik at vide, at jeg ikke var i stand til at hæve, fordi jeg allerede havde en afventende hævning, og jeg skulle sende bekræftelsesdokumenter, før den første hævning kunne behandles.
Jeg sendte alle de ønskede bekræftelsesdokumenter (forsiden og bagsiden af kørekortet, mit kontoudtog og en selfie af mig med mit kørekort) og fik at vide, at de alle så fine ud, og at de ville blive sendt til verifikationsafdelingen for at blive behandlet inden for 24 timer.
Der er nu gået over 48 timer, og mine dokumenter er stadig ikke blevet bekræftet.
Jeg har talt med kasinoet, som har sagt. "De fortalte mig, at de går i gang hurtigst muligt, der er desværre ingen given tidsramme."
UK Gambling Commission udtaler følgende:
"Spillere er berettiget til at hæve penge fra deres indskudssaldo, inklusive deres gevinster, til enhver tid. Operatører skal tillade spillere at hæve penge fra deres indskudssaldo, og der må ikke være nogen vilkår på plads, der begrænser dette."
Pub Casino har ikke accepteret disse vilkår ved ikke at tillade mig at hæve de yderligere £500, når jeg ønskede det, og udsætte bekræftelsen af mine dokumenter, så mine oprindelige £1.400 ikke kunne behandles. Dette fik mig til at fortsætte med at spille og miste de £500, som jeg ønskede at hæve, og jeg har stadig ikke de oprindelige £1.400, som jeg hævede.
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.
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