Absolute nightmare with them now.
In the past year I have had my account open with them for ages. I have played at 6 of their casinos. Lost mostly but won sometimes.
Recently I had a win of around $3000. Just around the 2 business day "pending" and "reversible" period my withdraw still wasnt processed.
I got hold of live support and asked about it... they said:
Yannick: Before your withdrawal can be issued we require some details to validate your account and confirm your identity. We will only need these once, and once received all future withdrawals will proceed without these. I'll send you an email now detailing what we need.
ME: no problem
ME: how come my other withdraws were processed fine though?
Yannick: Just because we randomly check player details
Yannick: and this time is your turn
How convenient. I hit the biggest withdraw I have made there and all of a sudden its "my turn" to verify myself which is supposedly "random".
They made no attempt to contact me to inform me I will need to send in identification. So realistically the withdraw could of been kept as "reversible" for weeks?? months?? or until I contacted them to ask what was going on.
Specifically I live in the uk so is there such thing as "government id" ?? I think not. The only "ID" is a passport or driving licence and I have never been overseas nor have I ever learnt to drive.
Whats more is 1 of the cards I used to deposit with doesnt exist anymore. The account does and I can still use it to buy online. But the card itself was snapped on a night out (by mistake).
The email he was "sending" me (took about 15 mins to send from the time he said he was sending it until the time he said "sent") was clearly hand typed during our chat convo and was filled with templates of their automated withdraw process (so when you hit "withdraw" and get the automated email right away). The main lines read as:
We are pleased to tell you that your recent withdrawal is being processed. Please take a minute to read the following important information.
Amount: *$ amount*
Casino Account Number: *Account Number*
Currency: US dollar "
Clearly from that theres excess spaces and nothing is put in bold like some words on the usual automated emails.
Casino Rewards.... :( again
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