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Casino Nile - Withholding funds and account review issues

Ruling

Resolved - Casino Nile have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casino Nile Review.

Player's Complaint

I signed up to casino Nile of the 6thh January and deposited £2000. I had a nice win so withdrew £10,000. I received a mail asking for the basic kyc documents which I provided and this process was confirmed. I continued to play on the 7th and deposited another £8k. On the 8/1 I was asked to provide more documents (utility bill/bank statements/declaration) which I did straight away.

On the email requesting these documents it said the turnaround time was 48hrs but when speaking to customer support they deny this and say its for the normal kyc procedure. Even though the whole email is about an enhanced kyc.

I then chased daily to see if there was an update but was told it’s under review and I willl receive a email when completed. On the 11th I received an email telling me that a deposit limit had been placed on my account so someone has looked at my bank statements and wage slips.

On the 13th jan the customer support team told me i needed to complete the declaration which I had already completed via the app. I completed it again to try and speed up the process. I asked if it could be escalated to management and I was told by [EDIT] that she was a senior person and would raise it for me.

I has ever also sent emails asking for it to be raised again and still have not had replys. these were sent on the 19/1 and 20/1. I do not even receive an acknowledgments

Is there anything that you can do to push my account review through so we can draw the matter to a close

Read the casino review

5 Responses

User icon
ThePOGG
January 23, 2021

Hi ghanaboi2021 - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

User icon
ghanaboi2021
January 24, 2021

Thank you. If I receive anything from them direct I’ll update you.

User icon
ThePOGG
February 14, 2021

Hi ghanaboi2021,

Our understanding is that your withdrawal has been processed. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
ThePOGG
February 21, 2021

Hi ghanaboi2021,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 28, 2021

Hi ghanaboi2021,

If we haven't heard from you by Friday the 12th of March I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

ghanaboi2021 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:

  • Casino Nile
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • One Click Ltd

January 23, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.