Bet Regal - Not processing Withdrawals

Hi basildonboy - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

They have emailed me today with the following:

Hi User,

Thank you for recently uploading your documents. However we are still missing the following documents:

• A copy of your Bank statement showing deposits made by your credit card ending with the numbers *******5. Kindly ensure that the last 4 digits of the mentioned credit card is listed within the same document, including the official logo of the bank provider on said document to ensure authenticity.

__________________________________________

Now, the problem is, and i have informed them of this, Barclays do not display the debit card numbers at all on bank statements for transactions.

My statement shows the two deposits clearly and match up with my deposits on the site. Not sure how i get them to realise this, just seems like they are doing all this to make it as difficult ti withdraw my remaining balance as possible

Just wanted to update you :

My letter from Barclays was uploaded to BetRegal on the 2nd October 2019, i chased it up yesterday via live chat and the operator Anna said it had been approved. (This is the document the phone operator from BetRegal told me that if i managed to acquire from my bank and send in them that should rectify any issue)

Yet i have another email asking for the same bank statements, it seems this is just a constant stalling now, to make matters worse my bank account has now gone into overdraft where i am accumulating fees where this money would more than cover that.

I have also forward on a chat transcript, the next instalment is now that i am told the accounting department are forwarding my statements to the Responsible Gaming department and this could take some time, with absolutely no reason given.

I honestly cannot believe this is happening, i always look for the best in people and in this world and i cannot believe a legitimate customer could be treated in this manner.

if an operator has allowed you to deposit funds and gamble, and has only attempted ID verification or source of funds and anti-money laundering checks when you requested a withdrawal, then they may be in breach of their licence conditions.

Please be aware however, that there may be some situations where an operator has legitimate concerns relating to money laundering. Under these circumstances, operators are obliged to gather relevant information in order to meet anti-money laundering regulations. This can include obtaining data such as personal bank statements and other financial information.

If you believe an operator has breached licence conditions by carrying out ID verification and/or source of funds checks / anti-money laundering checks only at the point of withdrawal, you may wish to submit a formal complaint to the operator.

Further, you can also advise them that they should not be delaying withdrawal now hiding behind these checks. They should have done these checks throughout your relationship with them if they had any concerns – and not just to delay a withdrawal.

Just wondered if you had any update on my case? appreciate you are probably inundated with other cases but just wanted to ask. Thanks [EDIT]

After nearly an exact month BetRegal today processed my withdrawals, this case can be closed. Thanks

Hi basildonboy,

Thanks for letting us know - they had promised us a response this week.

ThePOGG