Loyal Casino - Irrelevant Verification / lagging
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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Official complaint about Loyal Casino. I hadnt played in like almost 1.5 years at oranje (now loyal) casino. Came in, made 3 deposits, of in total 2K. I got a bonus on the first deposit, which I didnt want at all, which made me frustrated because nowhere I had the option shown to untick this bonus. Didnt even notice it when playing, so by the time I started playing it was already too late.
However, thats ok as the bonus is x15 wagering requirements which is quite soft. However as you know, its a way for the online casino to retrieve winnings especially if you bet with big amounts like me.
But now the real issue comes. After I wanted to withdraw 5K they told me I had to go through the verification procedure (again, cause with oranje casino I already did this long time ago). I didnt understand but sure, i ll do it again. Passport was uploaded, utility bill as well. But their 3rd verficiation step was to ask for a credit card that I had used with them like 2 years ago. However, this card is long outdated / no longer active. And the online bank account connected to it doesnt even show these inactivated cards anymore . So when they asked for proof of inactivation, all I could do is chat with the agent of the bank and ask for a confirmation. Which they did, although it was not a formal letter, as they said they could not provide me with this. However, I uploaded the screenshots of the conversation with the bank agent to show I at leas had their confirmation. Now they are turning it down and say I cant withdraw anything untill I got a formal letter. First of all why would you even ask for verification on a credit card used like 2 years ago? For the first time in my life I won a big amount of money with loyal casino and now all of a sudden, out of like the 3-4 different deposit methods I have used, they select this currently irrelevant outdated credit card (the last 3 deposits I made have been done with a new bank account so why dont they ask verification with this one...) to be the key stone in the verification process. My goodness, what a disaster. So here I am, stuck with 20K in my account which I cant withdraw. What a bad bad experience... I hope someone from The Pogg can help me with this as its very frustrating.
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