Casino Luck - verification

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

I’ve been registered and verified at the site for a few months. Approximately 1 month ago o had a surprise payout of £11,000 which they paid to me. The slot I won on continued to pay and I subsequently had cash outs totalling approx £8,000 which was requested on 17th October and paid on 19th. It continued to accumulate wins and on the 20th October i again had winnings totalling £8,500 ( all from £5 spins). I requested the cash out again and when I woke the following morning there was an affordability data request which I responded too immediately with the required evidence. As I’m a platinum member the funds should have been processed however when I contacted them they informed me they were withholding the funds inline with UKGC requirements whilst they undertake the affordability checks. I informed them that I had reviewed UKGC website and it’s specifically states that the cannot demand additional documents in order to follow through with payouts yet they continue to insist that the funds will not be released. Ther was only an additional £1,000 spent between payout requests and therefore given the volume of finance I have received I am left confused why they are insisting that affordability needs to be covered to revive ethe remaining £8,500. I can only assume they do not want to pay the money out. Please advise on how to proceed as UKGC clearly state guidance they are not following in this matter re: withholding funds

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6 Responses

ThePOGG

October 23, 2020

Hi mrmarktcronx - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 6th of November let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

mrmarktcronx

October 23, 2020

Hi thanks for the reply. Perhaps I hadn’t explained very well. It was more about customer services stating they were withholding the funds based on affordability checks when UKGC state they can’t do that rather than checking times but I acknowledge what you say and will follow. Thanks

ThePOGG

October 23, 2020

Hi mrmarktcronx,

You explained it clearly but our answer would remain the same. An ADR is not required to review any claim prior to the player having completed the operator's internal complaints procedures. We do not stick to that rigidly. But neither will we review complaints that are submitted prematurely.

If your issue is simply that you want to contest the operator in not complying with UKGC requirements - that would be general in nature and not an absolute - then you would need to contact the regulator. The ADR system is intended to offer a more accessible resolution system to the small claims court and claims need to be considered on that basis.

Thanks,

ThePOGG

ThePOGG

November 6, 2020

Hi mrmarktcronx,

Are you still experiencing issues?

Thanks,

ThePOGG

ThePOGG

November 13, 2020

Hi mrmarktcronx,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

November 21, 2020

Hi mrmarktcronx,

If we haven't heard from you by Friday the 27th of November I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG