Advice needed for my withdrawal

[threesevens]

Hi guys,

 

After speaking to a very friendly AG support host, they recommended that I post here. On Sunday, I joined Park Lane Casino. On depositing 100 Euros, I was given a bonus of a further 200 Euros (300 Euros in total). Between Sunday and Monday, I played different slots, with some really nice wins (just under 700 Euros on bonus round from a 2.50 Euro spin!). I kept checking when I could withdraw, by visiting the cashier. Eventually, when I was on 1248 Euros in my bank, I noted that I could finally withdraw (Hoorah!). When I went to withdraw, it said I would lose the 200 Euro bonus originally granted but I thought 'what the heck' 1048 Euros will do me fine. So, on Monday I made the withdrawal. I received an email advising that they may require verification documents. In my long experience of playing online casinos, I knew that 99.9% of the time you must do this, so I sent the verification documents to the address they provided on live chat.

 

On Tuesday, I received a call from my 'account manager' who was very friendly and upbeat. He congratulated me on my winnings and said that they were in possession of my documents and that the withdrawal 'looked good'. (I take this as an Americanism for it being ok). I have noted that people who have played, and withdrew, on this site before have fallen foul of the bonus rules. People betting more than 30% of the bonus amount in single games/spins. I never played more than 2.50 Euros on any single spin on the slots, so I knew I hadn't fallen in to this trap. Anyway, my account manager said he hoped to get some 'movement' on the withdrawal by today (Wednesday) and that he would call again with an update. Today, he has called and advised that all is well with the withdrawal. However, and this is a big however, he said that my withdrawal would be pushed through quicker if I halved it in to 2 equal amounts (basically 2 x 524 Euro amounts). He said that he could 'press the accounts department' to push through the first one and then the other one after this has been processed. In all of the times I have played at online casinos (this being a long time and at many varied ones) never before have I been asked to 'split' a withdrawal. If we were talking thousands and thousands of Euros, then I could possibly understand, but for a mere thousand Euros, really?

 

AG support has asked that I go with the pending period, which is 5 days, and then wait to see what happens. I believe that a) they're stalling me and they're trying to tempt me to spend the remaining 524 Euros whilst they 'process' the other. I have told them that I will only deposit once I have received the full withdrawal amount for the original cashout request. When I asked what the difference was between them pressing 500 and 1000 on a keyboard to process a cashout, all I got was 'It's the accounts department' who appear to be akin to God!?! I was also advised that there's going to be some delay as some 'VIP' players still have amounts outstanding from the end of April and that, as I'm not a VIP player, then I'm further down the pecking order. It doesn't exactly make me feel 'special' or appreciated as a customer!

 

Has anybody else had similar experiences and, if so, what was the outcome? I am going to split the withdrawal, as I am curious to see what happens next. If there's still 'stalling' going on, then I will file a complaint with AG. For now, I will give them a slight benefit of the doubt.

[cocopop3011]

Hello threesevens and welcome to the forum!

 

I've never personally been asked to split any of my withdrawals, but neither have I ever been phone by my 'account manager' to give me an update on the withdrawal.

 

To be honest I don't really know what to think at this precise time but I certainly agree that the benefit of the doubt is the best call of action at the moment until the pending period is up.

 

May I ask which casino we are talking about here, if you don't mind releasing that information of course?

[hajnrih]

Hi guys,

 

After speaking to a very friendly AG support host, they recommended that I post here. On Sunday, I joined Park Lane Casino. On depositing 100 Euros, I was given a bonus of a further 200 Euros (300 Euros in total). Between Sunday and Monday, I played different slots, with some really nice wins (just under 700 Euros on bonus round from a 2.50 Euro spin!). I kept checking when I could withdraw, by visiting the cashier. Eventually, when I was on 1248 Euros in my bank, I noted that I could finally withdraw (Hoorah!). When I went to withdraw, it said I would lose the 200 Euro bonus originally granted but I thought 'what the heck' 1048 Euros will do me fine. So, on Monday I made the withdrawal. I received an email advising that they may require verification documents. In my long experience of playing online casinos, I knew that 99.9% of the time you must do this, so I sent the verification documents to the address they provided on live chat.

 

On Tuesday, I received a call from my 'account manager' who was very friendly and upbeat. He congratulated me on my winnings and said that they were in possession of my documents and that the withdrawal 'looked good'. (I take this as an Americanism for it being ok). I have noted that people who have played, and withdrew, on this site before have fallen foul of the bonus rules. People betting more than 30% of the bonus amount in single games/spins. I never played more than 2.50 Euros on any single spin on the slots, so I knew I hadn't fallen in to this trap. Anyway, my account manager said he hoped to get some 'movement' on the withdrawal by today (Wednesday) and that he would call again with an update. Today, he has called and advised that all is well with the withdrawal. However, and this is a big however, he said that my withdrawal would be pushed through quicker if I halved it in to 2 equal amounts (basically 2 x 524 Euro amounts). He said that he could 'press the accounts department' to push through the first one and then the other one after this has been processed. In all of the times I have played at online casinos (this being a long time and at many varied ones) never before have I been asked to 'split' a withdrawal. If we were talking thousands and thousands of Euros, then I could possibly understand, but for a mere thousand Euros, really?

 

AG support has asked that I go with the pending period, which is 5 days, and then wait to see what happens. I believe that a) they're stalling me and they're trying to tempt me to spend the remaining 524 Euros whilst they 'process' the other. I have told them that I will only deposit once I have received the full withdrawal amount for the original cashout request. When I asked what the difference was between them pressing 500 and 1000 on a keyboard to process a cashout, all I got was 'It's the accounts department' who appear to be akin to God!?! I was also advised that there's going to be some delay as some 'VIP' players still have amounts outstanding from the end of April and that, as I'm not a VIP player, then I'm further down the pecking order. It doesn't exactly make me feel 'special' or appreciated as a customer!

 

Has anybody else had similar experiences and, if so, what was the outcome? I am going to split the withdrawal, as I am curious to see what happens next. If there's still 'stalling' going on, then I will file a complaint with AG. For now, I will give them a slight benefit of the doubt.

Never liked that casino or any casino from that group, they look like scammers to me. Just wait and see what happens. Good Luck

[ValDes]

Hello threesevens and welcome to AskGamblers. 

 

As our support has already advised, you'd better take ParkLane Casino Withdrawal Policy into account before submitting a complaint against them. The policy could be found here. 

 

For what is worth, the facts concerning you they way I see it are as follows: 

 

 

Before processing your withdrawal request, we are required to verify certain documentation. You will receive an email from our support team identifying the specific documentation needed to complete your withdrawal.

Here are the types of documentation you may be requested to provide:

• Photographic ID:

The photograph page of a valid Passport, Driving License or National ID card. Your name, photograph and signature must be clearly visible.

• Utility Bill:

A recent utility bill, such as an electricity or phone bill. The bill must include your name and address as registered on your account, and must be less than 6 months old.

• Proof of ownership of the deposit and withdrawal accounts:
  • Credit or debit cards: Front and back of the card used for the deposit. Please block out the middle digits of the credit card number, leaving the first 6 and last 4 digits visible (e.g., 512345xxxxxx7890). Please also block out the 3 digit security code on the back of the credit card. The card must be signed.
  • Skrill/MoneyBookers: Screenshot of the “Profile” page, found under “My Account” in the Skrill website. Your full name and address must be clearly visible.
  • Neteller: Screenshot of the “Details” page in the Neteller website. Your name, address, and email must be clearly visible.
  • Wire Transfer: Recent bank statement (issued less than 6 months ago). The bank account number, and your full name and address must be clearly visible. (You may block out the transaction details on the statement.)

In some cases, we may ask for additional documentation not mentioned above and/or for the documents to be notarized.

If the documentation is not received within 5 business days, your withdrawal request may be declined, and the funds returned to your balance.

Your request will be processed within 5 business days once all the documentation has been received and verified, assuming all requirements have been met.

To ensure a fast processing of the withdrawal, please reply to the email from our support team and attach scanned copies of the requested documentation.

 

 

Withdrawal Limits

The minimum withdrawal amount is €100 per withdrawal.

Withdrawal requests are limited to €5,000 per 30 day period.

Any requests not within these limits will be declined, and the funds will be returned to your balance.

You may then place a new withdrawal request in-line with these limits.

 

 

 

Timeframes

We aim to process all withdrawal requests within five (5) business days from the time that we receive all the requested documentation.

Once we have processed your withdrawal, you will receive your funds according to the financial institutions’ regular processes. As a guide, these timelines are usually:

• Credit cards: 10 business days
• Skrill: 1 business day
• Neteller: 1 business day
• Bank Transfers: 5 business days

 

Splitting a relatively small withdrawal of just 1K is not a good sign at all and basically, it means you could expect all kind of stalling tactics ahead. My advice would be to wait for the pending period to finish and if they still didn't process your payment you should consider using AskGamblers Casino Complaints System asap. Make sure to read carefully all the complaints guidelines before submitting your case. 

 

Let us know if you need further assistance.

[threesevens]

Thanks ValDes! I appreciate everyone's help on here. Frankly, I do smell a rat, but I will go with the pending period and, in the meantime, see what happens. All I want is for the casino to keep its side of the bargain. I kept my side, by not breaking the T's & C's and supplying all of the necessary documentation, which they confirm they have. I'll keep you updated on any progress, or lack of!

[ValDes]

Thanks ValDes! I appreciate everyone's help on here. Frankly, I do smell a rat, but I will go with the pending period and, in the meantime, see what happens. All I want is for the casino to keep its side of the bargain. I kept my side, by not breaking the T's & C's and supplying all of the necessary documentation, which they confirm they have. I'll keep you updated on any progress, or lack of!

 

Fair enough, let's hope they will do their job as per their own rules. 

[threesevens]

Quick update for you. I've just received an email from my 'account manager' stating that the head of the financial department (sounds very official eh?) has approved my withdrawal request and that I will receive an email later today detailing the payout. Once I have this, I will be requesting the second payout. I have told them that I will consider taking advantage of their second deposit bonus of 100% once I have both requests approved. In other words, it's in their interest to honour the withdrawals if they wish to keep my custom. Their call!

[cocopop3011]

  Ooops...ParkLane Casino of course sorry I forgot you'd mentioned the casino at the start!

 

For now we'll wait until you hear something.

[threesevens]

As ValDes quite rightly predicted, the stalling has duly begun

[hajnrih]

As ValDes quite rightly predicted, the stalling has duly begun I requested the original withdrawal, for the whole amount of 1048 Euros, on Monday 2 May. I sent the documents they required, for verification, on Tuesday 3 May. On the same day, my 'account manager' calls to congratulate me on my win and advises 'all is well' with the withdrawal. On Wednesday 3 May, he calls again to ask me to split my withdrawal 'to speed things up'. I agree to do this and email him that night to advise it has been done. This morning, Thursday, he emails me to thank me for advising I had split the withdrawal and that this information has been forwarded to the accounts department and that, as soon as heard back from them, he would come back to me. Later in the morning, he emails me again to advise that he has spoken to the head of the financial department, who has approved my withdrawal. I would also receive an email confirming that the withdrawal has been processed and how it has been paid.

 

It's how early evening and, many hours later, still no email and the cash out request is still sat in my account as 'pending'. I have spoken to several reps on their live chat and, to be honest, would have had more success talking to a wall. The last one I spoke to advised that she would get the account manager to contact me tomorrow as, conveniently, he's not there now. So, this will be yet another day of waiting and it will then be the weekend when, I guess, their accounts department doesn't operate. To top it all, I've just received a further email asking me to 'activate my account'?!? This is after being a member for 6 days and playing over 10,000 Euros in wagering requirements. As their 'pending' period is 5 days, I will see what happens tomorrow, as this will be day 5 of 5. I will then leave it over the weekend, just in case of any movement (although I won't hold my breath) and tackle it again on Monday. I still have a further 524 Euros in my balance, which I wish to cash out, and feel a bit silly for agreeing to split the original amount, as when I request this amount the whole drawn out process will no doubt start all over again.

 

Part of me feels that they're trying their best to find a T&C that I have broken, but they're struggling to find one as I abided by them all.

 

To be continued.......

The Saga continues

[cocopop3011]

We await with anxious ears.....

[threesevens]

Well, I emailed my 'account manager' this morning, expressing my disappointment at the lack of action with the withdrawal. The response? Nothing. So it appears I am now being ignored. It really would be funny if they didn't make such proclamations on their website as customer service being paramount etc..... Think it might be time to file that AG complaint? Any thoughts guys?

[threesevens]

Oh and I've just been to visit their chocolate fire guard. Aka live support, and been told that the withdrawal may be delayed because of the weekend and that my account manager is, conveniently, not in today. I had to close the chat before I said something I wasn't going to regret. Basically told to go away by their support as there's nothing they can do. Makes a mockery of the word 'support' eh?

[hajnrih]

Wait till Monday and post a complaint. Make sure to tell them that.

[cocopop3011]

Wait till Monday and post a complaint. Make sure to tell them that.

 

I agree. However annoying this situation is I think the best course of action is to bide your time until Monday, if nothing has changed then file that complaint.