Resolved complaint
My first withdrawal keeps going back to pending
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Hi. I haven't done one of these before so sorry if this is in the wrong place. I deposited 70 euros at Playamo on 24 August. No bonus, I actually unticked it because I don't understand the wagering stuff. Played Book of Dead mostly and some Starburst, got the balance up to 1,850 and requested the lot on the 25th. That's a big win for me. I don't normally withdraw anything like that.
They asked for ID, a selfie and proof of the bank account. Fair enough. I sent those on the 25th and the page went green on the 26th. Since then it has gone pending, processing, pending again. The chat people keep telling me verification isn't finished. I say it literally says verified and they say another department will email. Nobody emails unless I start the chat again. I've done that four times now. One agent said I could cancel and use a different method, another said don't cancel. I haven't touched it because I don't want to start the waiting time again.
The bank account is mine. The surname on the bank statement is my old surname because my bank still has it with a hyphen, and the casino account has the new one. I told them that in the first upload and sent the certificate as well. I don't know whether that's the problem or whether they haven't opened it. I can show all of this privately, just don't want my certificate on the internet. Can you get somebody to actually look rather than send the same reply? Screenshot below is from this morning.
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The conversation
15 replies · Oldest firstThis case is resolved. The public conversation is kept for the record.
This case is resolved. Public replies are closed.
forgot to add, the deposit was also from that bank. Not someone elses card.
And the money isn't in the playing balance. Its still in the withdrawl request so I haven't gambled it away.
Just got another automated email asking for bank proof. Same one I sent last week :(
Hi qeixe. Please send the acceptance email and the name-change document through the private attachment option. Leave the withdrawal where it is. I'll ask Playamo which check is still open; a green identity badge may not include the bank-name check.
Sent. There are two green ticks, ID and address. The bank bit just has the account ending 2041. Maybe I've been reading that wrong then.
Thank you. The screenshot doesn't actually show bank ownership approved, so let's establish that before calling this a reversal of verification. I've sent the operator your upload references, including the certificate.
Hello qeixe and CasinoComplaints.org. Identity and address checks are complete. The bank document entered a manual name-matching queue, but the name-change certificate was not linked to that task. We have linked it now and asked the payments reviewer to finish the check today. No new upload is required.
That's the first answer that makes sense. Thank you. Will today mean paid today or just another tick?
The ownership check is now complete. EUR 1,850 has been released to the account ending 2041. The transfer reference is available in your private ticket. Bank receipt may follow the release date.
Email arrived. Nothing in my bank yet.
We'll keep this open for receipt. The operator has reported sending it; that isn't the same as it reaching your bank.
Checked this morning, still nothing.
It's here!! 1850 exactly. Came in this afternoon.
Sorry for all the messages. I was worried. You can close it now.
Thanks for confirming, qeixe. Closed as resolved with EUR 1,850 received. The delay was the unlinked bank-name document, rather than a missing identity upload.