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All British - non-payment of withdrawal
Ruling
Found for the Casino - This player simply needs to contact their bank to obtain the bank statements that the operator has requested.
Read our All British Casino Review.
Player's Complaint
In March and November 2019 I deposited cash using two different credit or debit cards with this casino. I didn't win and there was no balance left. Last week, a year later, I deposited £80 with my current debit card. Lost most of this but withdrew the balance of £30. All British Casino wanted ID documents, they initially rejected scans of my passport, card and utility letter. They wanted photos instead. Provided these but now they insist on bank statements for over a year ago to prove the deposits I made on these two old cards saying they were legally bound verify any cards used on the account. I do not have these cards any more. They expired a long time ago and I do not even know what cards they were(at that time you could use a credit card and I had several) I have even tried to look online at old bank statements but they do not go back that far. Is it fair and a legal requirement that I should produce proof of old cards as it appears I cannot. They certainly didn't ask me to verify these cards when they took deposits from them a year ago. Can you please help me to get this casino to pay the £30 they owe me?
Kind regards,
2 Responses
Hi koovarmike,
Please do not open further complaint files about this issue. You have an open complaint file.
I'm sorry to hear you are disappointed, but our response remains the same. The problem here is not that you "cannot" provide bank statements. The possible bank accounts are all in your name and as such the banking institutions are required to provide you the information if you request it. What you are actually saying is that you do not want to spend the time to do this. That is an entirely different matter and one of choice on your part.
We are here to intervene where players cannot resolve an issue by themselves. You can. It is just a matter of contacting the relevant banking providers and requesting the required information.
Once you have done this if you are still experiencing issues let us know and we'll contact the operator on your behalf.
Thanks,
ThePOGG
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Agreement
koovarmike 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:
- All British
- Malta Gaming Authority
- United Kingdom Gambling Commission
January 23, 2021
Hi koovarmike - welcome back.
All you need to do is contact your card provider/s and request statements for the relevant period. They will be able to provide this without issue.
Thanks,
ThePOGG