Tom’s Casino – Help with Withdrawal
Resolved - Tom's Casino paid this player in full once the player provided proof of ownership of the payment accounts used to deposit.
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Please accept this email as an official complaint about Tom's Casino.
When initially completing withdrawals on the site I was asked to provide proof of my credit / debit cards used on the account.
I did not have an option available on their casino under KYC requests - Only to enter my address and ID which I did.
I completed this and informed the casino. In addition I emailed them with a copy of the front and backs of my debit cards on the 30th August.
They then asked me to upload these to the site - where I now had additional options to upload the front and backs of my debit cards which I did.
I then waited but no withdrawals were processed.
This took so long to process that I cancelled my withdrawals - apart from one for 700 euros which I was unable to cancel as it said it was 'awaiting approval'.
I then emailed the casino on the 1st September asking them to process my withdrawal (which was made at least a week before) and close my account. They closed my account but said there was no withdrawal pending.
I disputed this multiple times and asked them to reopen the account so I could prove it.
They said they were unable to as they could not reopen the account for another week and to contact Live Chat when the week had passed so they would reopen the account.
In the meantime I questioned my missing 700 euros.
Eventually after multiple emails stating there was no money owed to me they traced this. I believe they were trying to con me out of this money.
They then came back to me saying I had to upload copies of my documents to the site - even though I could not as I did not have access to the site anymore until the 7 days had passed.
I then resent them copies of the front and backs of my cards (which they already had emailed to them and uploaded to the site). As the backs of the cards had warn out they said they could not accept these without signatures.
I also asked for my account to be reopened as 7 days had passed but they then informed me it could not be as I had not sent signed copies of the cards despite being told I could after 7 days.
I was on holiday but resigned the cards and using my data abroad resent pictures of the backs of the cards.
Now we are 12 days in and they are now asking for proof of ownership of the debit cards.
I am not even sure what I need to provide. I believe I now need to contact the banks to ask them for something signed to say I own these cards. Yet again I have to spend my Time and money to make phone calls to do this. This will also further delay this being paid out. They did not have any concerns about the security of my account when they were withdrawing money from it.
I have asked on many occasions to understand what the issue is and what the safety team are trying to get and they will not contact me.
Everything comes through the customer service team when they eventually respond. I have asked for this to be escalated to a manager. I eventually received a response this morning saying that I needed to provide the information again from my banks - something signed by them to prove my ownership of the accounts. This will further delay this process.
I just want my 700 euros and have never had an issue like this before with a casino. I believe they are deliberately trying to withhold my 700 euros from me.
I have spent thousands on this site but they will not give me my money. There was no security issues when they were withdrawing money from my accounts. I am more than upset disappointed and frustrated at how this has been handled.
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