Hi guys,
I have received a response back from our support department and have pasted it below:
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The player has two accounts and withdrawal issues on both:
Casino Classic – The player’s account has been selected for a security review as part of their withdrawal. This player received an email detailing these requirements when first attempting the withdrawal requesting these documents.
As these documents have not been sent within 30 days, the player’s withdrawal has been returned to their casino account. The player will only need to provide these documents once across all Casino Rewards Casinos.
The security review process is vital in ensuring the integrity of our player’s accounts and is clearly stated in the Casinos terms and conditions:
Due to e-commerce and online gaming regulations and also requirements by the Federal Action Task Force (FATF), the casino reserves the right to conduct a security review and may require you to provide such security documents that the casino deems necessary in order to maintain our high levels of customer protection and security. In the event of failure to comply with such security requests, the casino reserves the right to void any winnings on your account and/or restrict further purchases and withdrawals and/or lock the account.
Golden Tiger – The player has received a check issued by our processor that has subsequently not been honored. The player is advising of approximately $2000 of fees. For our own accounting purposes and as we will be attempting to recover these fees ourselves we do require a bank statement from the customer verifying the fees. Once received and verified the process of crediting these to the customer will be completed usually within 24 hours.
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Since I don’t have access to financial records I can’t personally look into this. If the player would like more information they can email the support manager: [email protected] or they may send an email to me addressed to Simon and I will forward it on to him to make sure he gets the email.
Cheers