Online Casino Refusing To Pay Out

[Jackebab]

Hello guys and gals, I have a withdrawal from a casino sat pending which it has been for over 5 months now. I’ve made several official complaints which have got me no where and contacted customer service a bunch of times but get the same response which is “there is no update into this matter”. What do you suggest doing? I’m fully verified on their website so not sure why they are holding the withdrawal. 

The casino is “Mobile Wins” and the they are regulated by “ProgressPlay”. 
 

The amount is just over £7000. 

 

[Jackebab]

And what was the reason for them not paying out?

They haven’t provided one, keep saying my account is under “review” but won’t give me a reason what for. See the screenshot for a chat I had with them a few months ago

 

[Jackebab]

File a complaint. Obvious 3 months of review = stalling not to pay out.

I dont get it with the review or verification. The model should be whenever a user signs up to any casino, any play is withheld untill the point the account is fully validated. 

The thing is I made an official complaint at the start of July to the casino, with a promise of a response within 8 weeks as that is what’s stated within their terms and conditions. However still no response to it. 
 

I have emails promising a response within 8 weeks due to the fact it’s stayed in their terms and conditions and the fact I’m still waiting now for an answer is unbelievable 

 

[joshnadin]

They have an MGA licence and are also overseen by the UK Gambling Commission.

They also own a number of different online casinos - https://www.progressplaycasinos.com/

Simply because of the timeframe they have taken, I would file a complaint with the following authorities - 

UKGC - https://www.gamblingcommission.gov.uk/public-and-players/complaints

MGA - https://www.mga.org.mt/support/online-gaming-support/

Hopefully, this gets things moving for you. The amount of time they're taking is far from acceptable. Plus, if this is a regular occurrence for players, it needs to be reported so others don't have to suffer the same painful experience.

EDIT:

The only time this would be 'acceptable' and in line with regulation is if they suspected you of money laundering for whatever reason. If this was the case, they will keep telling you that 'there aren't any updates' and not provide you with any information regarding why it's taking so long, at all. This is considered 'tipping off' and they actually legally have to abide by this.

On your end, are all the deposit methods legitimate, your ID and documents verified already and everything is above board? If so, this should not be a concern for you.