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BlingCity - Casino Communication Issue

Ruling

Resolved - There's been an extended period of non-communication from the player and we assume that they've managed to obtain a passport and resolve this issue with BlingCity.

Player's Complaint

Casino Username - [EDIT]

E-mail Contact - [EDIT]

hxxp://www.blingcity.com/

Hi There,

I opened an account at BlingCity Casino made a deposit of 100 euro and claimed a 200 euro bonus after meeting the requirements of the bonus I withdrew €850.I contacted support asking would they require i.d to process my withdrawl I was asked to send the usual docs passport, utility bill. A few hours later I tried to log into my casino account and found I couldn't so I contacted live support (Transcript below) and was told my account was under investigation and they would get in touch with me.

[BLINGCITY REP 1] (BlingCity Casino)

Jul 21 17:50

[white1968] has joined the room

[BLINGCITY REP 1] 17:47:

Hej och välkommen till BlingCity's support chatt! En av våra supportagenter kommer strax att hjälpa dig.

[white1968] 17:47:

Hi There I can,t login to the casino is there a problem Username - [EDIT]

[BLINGCITY REP 1] 17:49:

Hellu, we have locked your account during a investigation. We will send you an email when you can continue play :)

[white1968] 17:50:

okay [BLINGCITY REP 1] thankyou

[BLINGCITY REP 1] 17:50:

Have a nice day:)

[white1968] has left the room

The casino then informed me that I needed to send a photo of myself holding my passport to verify my i.d no problem I thought until I realised I could not locate my passport. The scan I sent them was made 2 years ago and I have been using the same scan ever since.I contacted the casino and explained the situation and informed them I would apply for a replacement passport and send the required photo as soon as possible. I also informed them that there is currently a backlog on processing passport applications in the uk at this time and it could take anything up to 8 weeks to receive my replacement passport I did offer to send a photo of myself holding a copy of my provisional driving license but was told this was not acceptable. I asked the question would the casino still honour my deposit and winnings at this later date to which I have yet to get an answer they just repeat that they require a photo of me holding my passport to process my withdrawl. All I want is an assurance from the casino that I will still be paid at this later date.

Thanks

11 Responses

User icon
ThePOGG
July 28, 2014

Hi white1968 - welcome to ThePOGG.com!

Having read your complaint I'll be happy to contact BlingCity for you. Before I do though I want to make very clear that the casino will NOT give the sort of guarantees you're looking for.

Something about your account or activity has raised red flags for the casino and as such they're having a very close look at your account. The fact that you're being asked for a photo holding your passport says that they're concerned that the person named on the account isn't the person running the account. While your reason for not being able to provide this immediately is reasonable, it's unusual for a player not to be able to provide this quickly and as such this delay is only going to have raised more red flags.

This type of investigation is a fluid process and will constantly update as new information becomes available. As such no casino will give the kind of assurances you're looking for - there may be other factors that come to light later that carry more weight, so simply providing the photo may not be an end to this investigation. BlingCity aren't going to give you an assurance that they may not be able to hold to.

My advice is to get a passport as quickly as you can and get that document to them. I'll speak to BlingCity and if anything else comes up I'll do my best to help.

Thanks,

ThePOGG

User icon
white1968
July 29, 2014

Received an e-mail from cs yesterday asking if they could call me to do a do a phone verification will update later on the outcome of this call.

User icon
white1968
July 29, 2014

Update - just spoke to customer support on the phone to verify my details explained the situation regarding my passport and have been told my balance will stay in my account and as soon i send in the photo they require my withdrawal will be processed.

User icon
ThePOGG
July 30, 2014

Hi white1968,

I'm really glad to hear you've made some progress. I'm going to hold off on moving forward with this complaint for the time being as I feel you've got what you needed.

Once you've submitted your photo, let me know and we'll move forward from there.

Thanks,

ThePOGG

User icon
white1968
July 30, 2014

Will do

User icon
ThePOGG
August 25, 2014

Hi white1968,

I just wanted to check in and find out if you've managed to submit your ID?

Thanks,

ThePOGG

User icon
white1968
August 25, 2014

Hi There

Still waiting for my new passport to will update as soon as it arrives.

User icon
ThePOGG
August 25, 2014

Hi white1968 - thanks for the quick response and update. Much appreciated.

ThePOGG

User icon
ThePOGG
September 26, 2014

Hi white1968,

I just wanted to check in and see if you'd had any success getting a passport?

Thanks,

ThePOGG

User icon
ThePOGG
October 3, 2014

Hi white1968,

Just following up again regarding your passport?

Thanks,

ThePOGG

User icon
ThePOGG
October 20, 2014

Hi white1968,

It's been nearly 2 months since I've heard anything from you. I've I've not received a response by Friday the 24th of October I'm going to presume that this issue has resolved itself.

Thanks,

ThePOGG

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Agreement

white1968 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

July 28, 2014

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