CasinoLand - Holding money

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

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Player's Complaint

I deposited £1050 on 19/09. I won on live blackjack and withdrew £3850.

On 21/09 I had to provide personal identification as expected, this took a week to be accepted only to then be told I need to have a financial check too.

I signed a form and sent pay slips and bank statements. These were reviewed then I was asked for other bank statements.

All in all I find two weeks to be ridiculous. I was told I hit a deposit threshold so they had to do financial check but couldn’t these be requested when personal documents were.

I completely understand why they have to do the checks but I have never had to wait so long I find it ridiculous.

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