Hi all, im new here and can i firstly say i have read through various posts and what a great informative site this is.
Background on my issue:
First of all this scenario has been ongoing for over two weeks now.
After signing up to Bet Regal and making two deposits from (debit card ''A''), I then later had the card replaced by my bank (debit card ''B'') which I made further deposits from. BOTH cards are linked to the EXACT SAME bank account.
I have supplied Bet Regal with EVERYTHING they have requested, photos of my passport, utility bills, photos of both cards in question (Please note debit card ''A'' has been destroyed now as per banking requirements, but none the less I have sent a full photo of this card without even covering any number)
I have had countless phone calls/live chats explaining everything.
Randomly after a few back and forth Bet Regal processed 3 withdrawals, in which they sent me an email which contained the following:
(Dear Customer ,
Thank you for contacting us on Bet Regal. We are writing with regards to your current pending cash out request. We confirm we have now received documents and can proceed with your cashout request.
Cashout processing times differ according to your chosen method of deposit on the site. Please refer to our website Questions and Answers in the help section for information on how long it will take to receive the funds.
Unless you choose to change your depositing method, this should only be a single inconvenience.
We thank you again for taking the time to send us the documents and assure you of our optimum service at all times.)
Great, so all appeared ok and 3 withdrawals were processed.
I then later that week went to withdraw a larger withdrawal, I then begun to receive emails asking me for copy of my bank statements again, and card details (all of which had been provided previously hence the 3 processed withdrawals)
Even though I found this incredibly inconvenient, I have uploaded bank statements from my banks website which show EVERY deposit made via both debit cards ''A'' and ''B'' from the EXACT SAME bank account.
Now I am in limbo, I was told nobody could check as they were in meetings, and that it had been escalated to management.
Please note I have given them so much documentation on myself now, everything that was asked for/required yet my withdrawals are not being processed.
I am at wits ‘end now, this whole scenario is causing me an unknown amount of stress.
EVERYTHING has been provided, EVERYTHING can be easily cross cast and easily explainable and understandable yet i feel i am being victimised here when there really should be no dispute.
I have noticed they have now restricted my account too and I am unable to do anything on the website.
Today they are again asking for me to upload my bank statements which show the debit card number (last 4 digits) next to the transactions on the statement.
I bank with Barclays, barclays DO NOT put the debit card number anywhere on the statements, i've said this before but the bookie simply ignores it.
There was only two transactions and both are clear as day on the statement showing the bookie name, same figures that align with my deposits on their site.
But they keep ignoring and telling me it needs to show the last 4 digits of the card, which Barclays do not do!?
what do i do
any advice is much appreciated.
Background on my issue:
First of all this scenario has been ongoing for over two weeks now.
After signing up to Bet Regal and making two deposits from (debit card ''A''), I then later had the card replaced by my bank (debit card ''B'') which I made further deposits from. BOTH cards are linked to the EXACT SAME bank account.
I have supplied Bet Regal with EVERYTHING they have requested, photos of my passport, utility bills, photos of both cards in question (Please note debit card ''A'' has been destroyed now as per banking requirements, but none the less I have sent a full photo of this card without even covering any number)
I have had countless phone calls/live chats explaining everything.
Randomly after a few back and forth Bet Regal processed 3 withdrawals, in which they sent me an email which contained the following:
(Dear Customer ,
Thank you for contacting us on Bet Regal. We are writing with regards to your current pending cash out request. We confirm we have now received documents and can proceed with your cashout request.
Cashout processing times differ according to your chosen method of deposit on the site. Please refer to our website Questions and Answers in the help section for information on how long it will take to receive the funds.
Unless you choose to change your depositing method, this should only be a single inconvenience.
We thank you again for taking the time to send us the documents and assure you of our optimum service at all times.)
Great, so all appeared ok and 3 withdrawals were processed.
I then later that week went to withdraw a larger withdrawal, I then begun to receive emails asking me for copy of my bank statements again, and card details (all of which had been provided previously hence the 3 processed withdrawals)
Even though I found this incredibly inconvenient, I have uploaded bank statements from my banks website which show EVERY deposit made via both debit cards ''A'' and ''B'' from the EXACT SAME bank account.
Now I am in limbo, I was told nobody could check as they were in meetings, and that it had been escalated to management.
Please note I have given them so much documentation on myself now, everything that was asked for/required yet my withdrawals are not being processed.
I am at wits ‘end now, this whole scenario is causing me an unknown amount of stress.
EVERYTHING has been provided, EVERYTHING can be easily cross cast and easily explainable and understandable yet i feel i am being victimised here when there really should be no dispute.
I have noticed they have now restricted my account too and I am unable to do anything on the website.
Today they are again asking for me to upload my bank statements which show the debit card number (last 4 digits) next to the transactions on the statement.
I bank with Barclays, barclays DO NOT put the debit card number anywhere on the statements, i've said this before but the bookie simply ignores it.
There was only two transactions and both are clear as day on the statement showing the bookie name, same figures that align with my deposits on their site.
But they keep ignoring and telling me it needs to show the last 4 digits of the card, which Barclays do not do!?
what do i do
any advice is much appreciated.