Casino Gods - Withheld withdrawal
Ruling
Resolved - Both the submitting complainant and Casino God have informed us that this issue has been resolved and the player has received their funds.
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Player's Complaint
I requested withdrawal of my winnings 24th November. The casino requested documents which I sent Over 2 weeks later further documents were requested I duly supplied them and a few day's later received an e mail to say they were satisfied with my documents and any pending withdrawals would be released. I heard nothing and after a few days had passed I queried this on chat. I was informed the document with my address on (an official document) was over 3 months old so another upto date document was required. I tried to upload but my access was blocked with a message saying they had everything the needed. Back to chat which they ended when I said it was affecting my mental health. I couldn't make contact once the chat was ended. Fast forward 48 hours to an ambulance crew on my doorstep sent by Casino Gods via the police because of a comment I made. Such an invasion of privacy not to mention the stress caused and of course the time of the paramedics in the midst of a pandemic. I then receive an e mail to say they had informed the police because I am their top priority. This was 48 hours after my comment which in hindsight I should not have made but a manager could have offered support. In the same e mail the tell me my account has been blocked so I now have no access to them. They had no problem sending overworked authorities to my disputed address.
I received another e mail stating they had a problem with my mastercard which is possibly true because the bank contacted me to say my card had been compromised. They said it would not affect any credits being made to it but to give them the benefit of the doubt it may be so. They requested bank statement with sort code account number visible which I sent but have not received any money to date. Can you help please
Kind regards
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Hi warby - welcome to ThePOGG.com!
If you have indicated to the operator that you potentially intend to harm yourself, then the operator has a moral, and in the UK, legal responsibility to inform the local authorities to intervene.
When did you submit the last of these documents?
Thanks,
ThePOGG