Loyal Casino - Irrelevant Verification / lagging

Ruling

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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Player's Complaint

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 However, this card is long outdated / no longer active.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now all of a sudden, out of like the 3-4 different deposit methods I have used, they select this currently irrelevant outdated credit card (the last 3 deposits I made have been done with a new bank account so why dont they ask verification with this one...)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.

best regards

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5 Responses

ThePOGG

March 30, 2020

Hi jdekkers - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

jdekkers

March 31, 2020

Hi there, it seems they are moving forward with it , so lets give them 12 more hours before you contact them. Loyal casino is an online casino with a good reputation so i still have confidence they will sort this out

ThePOGG

April 7, 2020

Hi jdekkers,

Has your issue been resolved?

Thanks,

ThePOGG

ThePOGG

April 14, 2020

Hi jdekkers,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

April 21, 2020

Hi jdekkers,

If we haven't heard from you by Friday the 1st of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG