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Reel Island - Delayed Withdrawal

Ruling

Resolved - Both the submitting complainant and Reel Island Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Reel Island Casino Review.

Player's Complaint

Thanks you for taking my complaint. I made a deposit at reel island casino of £241 pounds with a 100% deposit match. I had a great run and managed to clear the bonus and asked for a withdrawal to neteller on the 20th December 2020.After a few days I sent them a couple of emails with no response until the 28th December. this is what the email said...

We are contacting you with regard to your recent withdrawal(s), as we have been unable to process

the transaction. The details of which are given below

- Transaction ID 19032556634

- Amount £ 3,800.00

Please note that there is an option for us to re-attempt the transaction, to a payment method registered to your account. We would as such ask you to confirm if we may instead process the funds to the following payment method/ one of the following payment methods:

Paypal

Alternatively, we could process the funds to your bank account. Should you prefer this option, we would ask you to submit a recent, official bank statement which confirms the following details:

 Account holder name

 Bank Name

 Bank Address

 IBAN

 SWIFT Code

Upon receipt of your response confirming your preference, the funds will be processed accordingly.

Kind Regards,  

Accounts Team

To cut a long story a bit shorter I sent in my bank account details because I did not have a PayPal account any more. The withdraw was again submitted by the casino on the 1st of January. I waited for the money to hit my account but still no money so emailed them again on the 13th January. I emailed them again and on the 18th they said..[EDIT] (Reel Island)

Jan 18, 2021, 16:16 UTC

Good day

Thanks for your email.

Would you please be so kind to send us an official bank statement from the 01/01/2021 to date and then we can escalate your query for investigation.

Kind regards,

Casino Support

I sent in the statement from the bank to prove that no money had been sent to my bank.

The casino also asked for my passport copies which was strange as I thought I was fully verified. I did not mine though. There have been lots of emails from me but it seams i am getting nowhere at the moment. I have all ways been polite with the casino in my emails and just want the money I won. There has been no reason why they could not withdraw to my neteller as had no problems depositing with this method and never ever had a problem at any other casino. Sorry for the long Complaint and hope that this can be sorted soon. I have all correspondence saved. thanks again.

Read the casino review

3 Responses

ThePOGG
February 2, 2021

Hi epicslots - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

epicslots
February 2, 2021

Hi there, I emailed you guys on the day I opened this complaint that reel island paid me a few hours after I logged my complaint.

Its been a long wait but at least its done now so can you close this complaint please and thanks for taking this on.

ThePOGG
February 7, 2021

Hi epicslots,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

epicslots 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:

  • Reel Island
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

February 2, 2021

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.