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Prestige – Unfair ID request

Ruling

Unresolved - This player has submitted two complaints about casinos in the William Hill group. After reviewing communication the player's received from this group it's clear that William Hill feel that the player has either been involved in the operation of multiple accounts or is not the person named on the account.

The William Hill group will not share evidence related to this type of complaint and as such there's nothing further we can do for this player. We've advised they contact William Hill's regulator in Gibraltar.

The other complaint can be found at https://thepogg.com/complaint/william-hill-non-payment-of-part-of-winnings/.

Read our Prestige Casino Review.

Player's Complaint

A few months ago I won some money in Prestige Casino.The withdrawal process became quite lengthy and a lot of ID was requested such as bank details (even though I didn't deposit with my bank). Next they asked for a notarised ID which I sent by normal mail. After 6 weeks they still denied receiving it. I had a feeling this would happen if I didn't use a courier but I cannot be sure what exactly happened to it or where it went missing. These things are expensive where I will and I had no choice but to get another one. This time they agreed that it reached them. They could not deny this as I made sure it had a signature on arrival. So now they ask for a notarised proof of address. I have pointed out to them that the notarised ID I sent was in fact a driving license and it contains my address. It is a government issued item so much better than a utility bill. But they will not accept it saying "Although the driving licence could be used for a proof of address, in this case, it is being used as proof of your identity". Is it just me or is this just plain crazy? I don't think it's fair that they force me to pay for more notarised paperwork when really, they have everything.

I don't want to fall out with them because I think it is a great casino and maybe they just slipped up a little regarding this id. I would really hope they can see sense and just use the documents they have in their hands.

Read the casino review

2 Responses

ThePOGG
Jun 29, 2015

Hi hardtimes - welcome to ThePOGG.com!

Before I can do anything to help you, I need you to give me your username and email address at Prestige casino.

It would also be useful to know how much you won.

Thanks,

ThePOGG

ThePOGG
Jul 02, 2015

Hi hardtimes,

In response to your email - I would suggest trying to provide the ID requested before I do anything. I'd agree that requesting 2 sets of NID is over the top - if they'd needed more documents notarized this should have been clearly stated in the first instance to allow this to happen in a single appointment with a notary. However this group are non-responsive to complaints for the most part and it's unlikely that my challenging them will make any difference in this situation. If once they've received the ID there's still issues I'll press them and see what I can find out.

Let me know how you get on.

Thanks,

ThePOGG

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