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Grosvenor Account Suspended

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I recently made my first deposit of £20 on Grosvenor Casinos. I was using this deposit to play on the slots when I won a jackpot of just over £300. I then tried withdrawing this money and the request was pending. The next day I tried logging in to see if the withdrawal had been approved. However, I was unable to log in as a message came up saying that I had been suspended. I was confused as to why this was, I had received no email explaining why I had been suspended or even any email notifying me of my suspension. So I got in contact with them through their online messaging customer service. They told me that my account had been temporarily suspended as they required verification documents from me. They told me the withdrawal failed as my bank rejected the funds transferred into my account and now they need verification from me. However, when I contacted my bank they said that there had been no attempts to transfer money into my account.

 

I understand that gambling sites are required by law to verify their customers age and identity to prevent underage gambling and prevent money laundering and this sometimes requires proof in the form of passports etc.. However, this should of been done before I started gambling with them not after. They were happy for me to deposit and gamble my £20 without needing documents of proof but as soon as I try withdrawing money from them they suddenly require them. I don't want to give them my passport and bank statements  as I don't trust them. Are they allowed to do this or are they unfairly holding the money from me? The Gambling Commission website says "A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier."

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It’s just the way it is at the moment, many people on here have complained of similar experiences. Send them your ID, they will pay you ur cash ( grosvenor are long established ) and then close the account. 

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28 minutes ago, jc888 said:

I recently made my first deposit of £20 on Grosvenor Casinos. I was using this deposit to play on the slots when I won a jackpot of just over £300. I then tried withdrawing this money and the request was pending. The next day I tried logging in to see if the withdrawal had been approved. However, I was unable to log in as a message came up saying that I had been suspended. I was confused as to why this was, I had received no email explaining why I had been suspended or even any email notifying me of my suspension. So I got in contact with them through their online messaging customer service. They told me that my account had been temporarily suspended as they required verification documents from me. They told me the withdrawal failed as my bank rejected the funds transferred into my account and now they need verification from me. However, when I contacted my bank they said that there had been no attempts to transfer money into my account.

 

I understand that gambling sites are required by law to verify their customers age and identity to prevent underage gambling and prevent money laundering and this sometimes requires proof in the form of passports etc.. However, this should of been done before I started gambling with them not after. They were happy for me to deposit and gamble my £20 without needing documents of proof but as soon as I try withdrawing money from them they suddenly require them. I don't want to give them my passport and bank statements  as I don't trust them. Are they allowed to do this or are they unfairly holding the money from me? The Gambling Commission website says "A request made by a customer to withdraw funds from their account must not result in a requirement for additional information to be supplied as a condition of withdrawal if the licensee could have reasonably requested that information earlier."

Unfortunately the casino is required by law to verify you , and many choose the first withdrawal as an opportunity to ask for documents relating to your identity . Later on , after you have been playing a while they may also ask for bank statement etc .... 

Grosvenor is regulated by UKGC so you will get your money. send it the docs requested , and dont gamble with them agin until they have paid you .

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Most people interested in gambling work on impulse, that’s why the tv is fucking cram packed with casinos advertising through the clock. Online casinos revenue would plummet  if a player had to wait a day or two before they were verified to play. I completely agree with you in regards to verification prior to play.

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Send that last sentence from UKGC to their live chat and see what they say, also don't delete your chat history. 

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By the way, some UK online casinos do not accept bank statements for proof of address. It had happened to me. However, they happily accepted a monthly newspaper subscription instead lol...

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Had something very simailar with race casino last week I thought I was verified I had sent in driving licence letter to my house etc won some money tried withdraw but failed the next day they said bank had rejected which I suspected was a load of old bollocks contacted them they said I need bank statements sent it through and got my money made a few withdrawal since no problems 

 

I also have a grosvenor account and they have really tightened there safe playing checks contacted me a few times checking I was ok with my playing which i am just explained that I have seperate account for my gambling only which is true and everything else is in other accounts they were asking me all sorts about job how I find my gambling am I ever left short at the end of the month if I’ve gambled you much and so on

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21casino same 💩 all time I get paid in 10-20mins my last withdraw still pending CS they don't give 💩 to help, talking to CS is just wast of time all they do copy past, script replay to everyone 

is not a new account, I hold an account with 21 casino for like 3-4 years

but for sure after they pay me account will get closed 

 

Screenshot 2022-05-26 at 20.59.03.png

Edited by ISlot

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