Casino closed account and didn't process winnings

[Julie1]

Hi I have submitted a complaint against a casino called m casino which isn't listed and after reading someone else's post I've realised you can't deal with it if it's not listed but I need advice really .I've been with this casino for a few months never win anything until last week £1,000 I went to withdraw and was pending for 3 days then account got closed .I've deposited around £850 into this casino altogether .upon talking 2 live chat all they can say is the account is closed as it's under review from verification team well I sent all my documents over to them on Friday and no-one can tell me what is going on .

[cocopop3011]

Hi Julie1 and welcome to the forum.

 

Giving that we haven't got much information to go on here it's quite hard to offer some advice since you don't know the reason the account has been cancelled.

 

Does the casino have live chat? You need to get back in touch and ask them for the reason why the account has been closed. Or is the problem you have that they're just not replying now?

 

Just to check you don't have a duplicate account do you?

[Julie1]

Thanks for your reply .I've been on live chat and all they are telling me is that the verification team will email and tell me why it's been closed within 72 hours but they told me on Sunday someone would email today .I have only opened one account with m casino as it's a new casino I think it only opened in Feb this year

[pinnit2015]

Probably closed pending verification - only sent them on Friday so they may still be reviewing them. I've waited longer for verification

 

They have a UKGC/Alderney licence so should be ok (providing you've not broken any terms). Same guys who do Bingogodz/Pink - i've found them slow, but trustworthy. 

 

Other than presupposing it's cos you've not been verified - though bit weird to close account (some do this, most don't)-it's only conjecture we can offer. Give it to tomorrow and then see where you're at

[Julie1]

Thanks I've had a reply from them they have reinstated my account and have told me my withdrawal has been processed so I'll wait and c if it has arrived in my bank but all seems good so far thank u for ur help

[cocopop3011]

Thanks I've had a reply from them they have reinstated my account and have told me my withdrawal has been processed so I'll wait and c if it has arrived in my bank but all seems good so far thank u for ur help

 

Great news and thanks for letting us know. Although it seems such a weird way to run things if pinnit2015 is right and they do close until they verify!!

 

But who cares, your withdrawal is processed and that's what matters 

[pinnit2015]

Great news and thanks for letting us know. Although it seems such a weird way to run things if pinnit2015 is right and they do close until they verify!!

 

But who cares, your withdrawal is processed and that's what matters 

In most t's and c's they tell you they will close if can't verify you within several days BUT they never actually do...

 

Good you got paid - IPS casinos are a decent enough brand (though some have poor withdrawal timeframes)

 

Just don't spunk it back in - got your money back so...leg it 

[Julie1]

Ok I managed to find out the problem ..I sent in id of bank card and blanked out the 4 middle numbers and I should've only blanked out 2 numbers ..weird how they closed the account for that but when I realised it could be that i sent off the proper picture with the first 6 digits and last 4 digits then I was bombarded with emails from a few of the support team so lesson learnt sorry to bother anyone on here as this was my silly mistake and I got worried i wasn't getting anywhere with them .thanks again everyone

[Julie1]

But also I'd like to state Taht not one customer service person told me Thai was the problem I just managed to work it out by going through terms and conditions over and over and then I actually picked up on my mistake

[Afi4wins]

Becoming a stronger person is never an easy road...but all's well that ends well!