Where do I stand on this one?

[Ninja7227]

Hi guys

Just a quick one to where I stand here. I signed up to casinox a few weeks back. Deposited probably around £3000 in total, during that I withdrew £250. This Sunday I won £3000 and opted to withdraw it and time out my account for a fortnight so I wasn't tempted to reverse it etc. Minutes after this I received an email saying I needed to verify my account and I do mot have the documents to do so so I've been told they could seize my winnings/return to my account. 

Am I right in saying this should have never happened anyway as the verification should have taken place during either:

Signing up

After approx 100 different despoits

After my first withdrawel of £250

Amy help would be appreciated before I take it further. 

[cocopop3011]

On 4/1/2020 at 9:09 PM, Ninja7227 said:

Hi guys

Just a quick one to where I stand here. I signed up to casinox a few weeks back. Deposited probably around £3000 in total, during that I withdrew £250. This Sunday I won £3000 and opted to withdraw it and time out my account for a fortnight so I wasn't tempted to reverse it etc. Minutes after this I received an email saying I needed to verify my account and I do mot have the documents to do so so I've been told they could seize my winnings/return to my account. 

Am I right in saying this should have never happened anyway as the verification should have taken place during either:

Signing up

After approx 100 different despoits

After my first withdrawel of £250

Amy help would be appreciated before I take it further. 

Hi!

Unfortunately not! You've just been lucky not to have been asked yet. Your latest withdrawal of £3K would have met the threshold of asking for further verification so that is why you have been asked. Do you not have any photographic ID?

[blondie]

Have to agree with Coco here. Usually threshold is 2k for withdrawals but they can ask you verification at any time. Especially if you're a low-roller and got a big win, or the opposite- high deposits.

[pinnit2015]

Maltese rules are different - theirs in 2000 in withdrawals: UK is withdrawals OR deposits: 

Betit got fined UK wise for just applying it to withdrawals.

Once you reached 2000 in depo they should have asked you at that point (if that was earlier than withdrawals)

Consequently the update to the UKGC applies IMO: A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier

Not should they reasonably have requested this before your withdrawal, they were obliged to (if your depos exceeded 2k before w/d)

Sign up? That's to make sure your're not underaged, the checks there - this is EDD i think. 

[pinnit2015]

Presumably they also ran checks in background to verify your identity/age (if you never sent any documents in) - have to do this before you deposit. 

[pinnit2015]

They told you they could seize your winnings?hmmmm.....

BTW sidebar - you're going to be asked for stuff like this (in most places) so, unless you have what they'd gonna ask for for normal verification etc, don't play elsewhere/anywhere until you have it. 

[Frour1979]

9 hours ago, cocopop3011 said:

Hi!

Unfortunately not! You've just been lucky not to have been asked yet. Your latest withdrawal of £3K would have met the threshold of asking for further verification so that is why you have been asked. Do you not have any photographic ID?

Honestly i am pretty sure that they just missed asking the player along with their first withdrawal and just payed it out, and now that its a much bigger withdrawal of course they will look

But if you can provide them all the documents that should help get things moving and i doubt you will have an issue. Good LUCK! Let us know!

[Fiekie247]

On 4/1/2020 at 10:09 PM, Ninja7227 said:

Hi guys

Just a quick one to where I stand here. I signed up to casinox a few weeks back. Deposited probably around £3000 in total, during that I withdrew £250. This Sunday I won £3000 and opted to withdraw it and time out my account for a fortnight so I wasn't tempted to reverse it etc. Minutes after this I received an email saying I needed to verify my account and I do mot have the documents to do so so I've been told they could seize my winnings/return to my account. 

Am I right in saying this should have never happened anyway as the verification should have taken place during either:

Signing up

After approx 100 different despoits

After my first withdrawel of £250

Amy help would be appreciated before I take it further. 

I am still wondering about this one, "I Do not have the documents to do so?" You do not have ID or Proof of address?

[pinnit2015]

UK wise some casinos can be awkward if you don’t have a passport or driving licence, which some folk don’t.

Giving the OP benefit of doubt but I think leading with ‘ I don’t have anything’ may raise some red flags....

[Ninja7227]

Sorry I should have explained the docunent issue more... I do not own a drivers license and my passport literally expired last month which I've asked if they will accept and they have refused. I've now applied for a new passport but with all the covid issues I've no idea when I'll receive it. The casino is interbet which is UK regulated for UK customers so I'm sure this should had been done prior to the first withdrawal or sooner. Their terms and conditions even say it MUST happen. I've been emailing the verification team constantly and got a sh@tty reply off them again saying once it's checked we will enforce strinuant monitoring of your account. Just find it a bit off. Hopefully new passport wont take long then I can take my business elsewhere. 

[Fiekie247]

4 minutes ago, Ninja7227 said:

Sorry I should have explained the docunent issue more... I do not own a drivers license and my passport literally expired last month which I've asked if they will accept and they have refused. I've now applied for a new passport but with all the covid issues I've no idea when I'll receive it. The casino is interbet which is UK regulated for UK customers so I'm sure this should had been done prior to the first withdrawal or sooner. Their terms and conditions even say it MUST happen. I've been emailing the verification team constantly and got a sh@tty reply off them again saying once it's checked we will enforce strinuant monitoring of your account. Just find it a bit off. Hopefully new passport wont take long then I can take my business elsewhere. 

So won't a UK government ID be accepted?

[Ninja7227]

According to them since is expired its no longer a valid type of ID, I've heard that before so can't complain about that but given they are saying the account will be locked etc seems extreme not to pay out on winnings 

[pinnit2015]

Videoslots tell you to renew IDs when they expire; find it odd to be honest; once they confirm who you are the date of licence expiry is a bit moot surely? 
 

You won’t forgo winnings just need to wait I guess; do you have a birth certificate or anything else that you can send them? 
 

if you only opened the account recently they should have already have verified you ID before u deposited essentially

[pinnit2015]

Note; no way would I send them a birth certificate; just an example

[Fiekie247]

They cannot keep your winnings, they need to wait for your passport to be renewed

[drskin]

Be prepared for further checks now. Source of wealth will be one for sure and statements that will show the deposits and act as proof of address. Uk regulated casinos usually run a soft credit check at registration and dont ask for documents if you pass till a certain threshold

[pinnit2015]

Playing devils advocate I’d be wanting to know how what it if they verified you prior to deposit. In theory they shouldn’t have allowed you to deposit until you sent in your PP etc so either a. They’ve broke the LCCP for the new update or B. They’ve done something in the background and if so, whys the PP now needed?

Just spitballing 

[pinnit2015]

7 hours ago, Fiekie247 said:

They cannot keep your winnings, they need to wait for your passport to be renewed

A point Casumo need to be reminded of when they state they can keep winnings due to outstanding SOW

Intentional or not, dodgy practices

[Ninja7227]

2 hours ago, pinnit2015 said:

Playing devils advocate I’d be wanting to know how what it if they verified you prior to deposit. In theory they shouldn’t have allowed you to deposit until you sent in your PP etc so either a. They’ve broke the LCCP for the new update or B. They’ve done something in the background and if so, whys the PP now needed?

Just spitballing 

Yes this is what I thought as per their terms and conditions aswell and stating they are regulated by the UK gambling commission. I've emailed them saying I have applied for my new passport but haven't heard anything back yet, I've also asked the question of how they verified me prior to depositing and my first withdrawel so be interesting to see what they come back with. Will report to gambling commission once its done anyway and see if they make any sense of it