Strongly question their ethical credibility
UPDATE: Even though they have now seen my birth certificate which shows my birth surname not the surname I use now, an old passport, my current passport, a salary slip, my National Insurance No. and a bank statement - they are still refusing to pay back my money! I spoke to two not so lovely people via the online live chat Ramon and Emily! Ramon had the audacity to tell me that the photos I was taking were screenshots not photos because these were being sent a PNG and he "wrongly" claims photos are only sent as jpeg from a phone!
The fact they have everything including a photos of me holding the docs and they still refuse to pay me the money they owe proves this is THEFT!
I will now lodge a formal complain to the Gambling Commission.
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I would strongly advise anyone considering this company to think carefully before depositing money.
In less than a month, I deposited approximately £900 into my account. The company then decided to freeze the account and prevent me from accessing my funds, which in any case is around £135.
I fully understand that gambling operators are required to carry out verification checks and I have no issue with legitimate compliance procedures. My issue is that the company is refusing to return money that belongs to me while hiding behind its terms and conditions.
I have explained that I have concerns with providing my ID since scammer activity is rife and so in order to protect my data and to ensure this is not on sold to a data broker, that this company sign a Letter of Indemnity (LOI) which then protects both myself but also this company. They have refused.
I have explained repeatedly that I do not drive, do not currently hold a valid passport, and use virtual payment cards for online security purposes. As a result, some of the documents they are demanding simply do not exist. Despite making them aware of this, they continue to provide the same generic responses and have failed to offer any practical alternative method of verification.
What makes this situation particularly difficult to accept is that the company had no problem accepting my deposits and had no problem processing previous withdrawals. It was only when I decided to close the account and withdraw my remaining balance that verification suddenly became a barrier.
If these checks were so critical, why were they not completed before accepting substantial deposits and allowing previous withdrawals? It seems remarkably convenient that the issue only arose once a significant balance remained on the account.
At the time of writing, my money remains locked in the account and I have received no meaningful assistance in resolving the matter. My experience has left me with the impression that customer funds can be restricted with little regard for individual circumstances, while customers are left with no realistic way of satisfying the company's demands.
Based on my experience, I cannot recommend this company and would urge others to proceed with caution since I do question their credibility.