Midnite Casino - アカウント停止によりプレイヤーの出金が遅れております。

Hey this is my first post here, sorry if l've not structured this in an understanding way. I'm trying to gain some advice.

I recently won a great amount on a uk casino app. These wins were gained from the live casino blackjack. I ended up making a profit of maybe around 9k (but have a balance of around 11k) Prior to this I had verification approved (id and proof of address) I had also successfully withdrawn and been paid before from this same place

So recently I was winning a lot from blackjack so after every few hands i was making a withdrawal, which at the end of the streak added to about over 10k withdrawn

Following days  I heard nothing although at this point it was the weekend (normally this place pays within a few mins)

So l entered live chat as was told it should be Monday. On Monday I went to log into my account and was greeted to

'account suspended contact support' I contacted support but of course any information at all was limited to near nothing apart from look out for our team to email you

On Monday evening they sent an email requesting further documentation in order to process this amount, I thought ok fair enough it is a large amount after all. So now I uploaded a selfie of me holding my ID, the bank card used, and a bank statement showing when I first did a deposit into the casino. (This was all submitted on Monday)

It is now about a week later and I have heard anything back. Live chat just says I need to wait, although any timeframes I was provided with such as the appr of the new documents being48 hours was not met (no time frames that said have come true)

So now of course I'm worried. Will I get this money? Why suspend the account and do an account review at this convenient time, l'm happy to never wager here again I just want my/the money.

It is a UK licence casino which from what l've read does play in my favour as there are many regulations

I guess what I'm asking is, is this typical? Anyone else experienced similar and it did just take a lengthy time, again to confirm I didn't do anything against the terms and condition, so there is nothing from my end I have done wrong. Is it likely l'll get the money?

Thanks for your time

Update it’s now been a few more days and I’ve heard nothing

Dear Maja34, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Since casinos don’t have the ability to physically verify each player, completing KYC through documentation is crucial. Licensed casinos take this process very seriously, and it may take a few working days to finalize.

To help me understand your situation better:

Have any of the identity documents you recently submitted been approved by the casino?

Were you able to provide all required documents promptly and in the correct format?

When was the last time you communicated with the casino regarding the status of your verification?

Please feel free to forward any communication between you and the casino customer support that could be relevant to our investigation to my email at veronika.l@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hi thanks so so much for your reply it does make me feel like I’m not alone

so to answer

yes all the things that were requested I uploaded instantly.

upon my first day with them I uploaded photo id and proof of adress. This I know was approved

although after the 11k withdrawal they requested ‘selfie of you holding id’ ‘bank statement showing the first deposit you made’

‘bank card covering the middle 6 numbers’

all of which I instantly submitted correctly (high quality photos)

I am completly unaware if it was approved or not. The team I get access to message is the live chat who upon any message say something around ‘it is not our department so we have no updates for you please await for a reply on email’ the same thing has been said for over a week. So I don’t actually know if I’m waiting on documents to be verified or :

the fact my account got suspended if I’m waiting on a separate matter

I think the main points are on the Friday/Saturday when this was all withdrawn no issue seemed to be present

Sunday I was able to deposit more and wager, so am I right in thinking there couldn’t have been an issue at the time. It was then the day after I made deposit and played (which is anothrr day after I did the withdrawal) that I seemed to be suspended

the team that reaches out to me on email, the one I seem to be only able to get answers from has not replied. So the last actual communication involving I guess progress was last Monday in which they asked for the documents which I also submitted on the same day. Nothing since

Thank you very much, Maja34, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hey jakub thanks for you assistance. I did recieve this information from them although I received this still now many many days later no response no update. I wrote a email to them saying this :

I hope this message finds you well.

I am writing to formally address the delay in processing my withdrawal request, which has now been outstanding for over two weeks. Despite my repeated inquiries and your assurances that submitting additional documents would expedite the process, I have yet to receive any further updates or confirmation regarding the release of my funds.

As a UK-licensed operator, I understand that Midnite Casino is subject to the regulations set forth by the **UK Gambling Commission (UKGC)**. Under these regulations, there are clear guidelines to ensure that withdrawals are processed in a timely manner. Specifically, the **Licence Conditions and Codes of Practice (LCCP)** stipulate that operators must complete the withdrawal process within **a reasonable timeframe** (usually within a maximum of 5 working days) unless additional checks are required, which should be communicated to the player promptly.

It has now been over two weeks since my initial request, and despite providing all requested documentation to facilitate the process, I have received no substantial update other than your last message, which suggested that sending documents would "speed up" the withdrawal. Given that this period has exceeded any reasonable timeframe and I have complied with all requests made by your team, I am now left with no choice but to consider this a breach of the UKGC regulations regarding fair and timely payment processing.

I kindly request that you escalate this matter and provide me with a clear and final resolution as to when my funds will be released. Please be advised that, if this issue is not resolved promptly, I will have no option but to escalate my complaint directly to the **UK Gambling Commission** for further investigation and potential action.further to this I have notified my legal team and we will be taking action if the necessary communications and result is not communicated now

I trust that Midnite Casino will take the necessary steps to adhere to its obligations under UK law and ensure that my withdrawal is processed immediately. I look forward to receiving your response without further delay.

Thank you for your immediate attention to this matter.

Of course no response which is such a pity

Dear Maja34,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Midnite Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

Okay thanks a lot, what a shame this is,over like 16 days and nothing …

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Maja34,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to IBAS (Independent Betting Adjudication Service), an alternative dispute resolution service officially recognized by Midnite Casino (https://ibas-uk.com/). If you need help filling out the form or if you'd like to update me on how the ADR responded, feel free to contact me at jakub.m@casino.guru. Apologies that I couldn’t be of more help this time.

If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Kubo