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Withdrawal on Hold after switching to a different withdrawal method on Verified account.


col
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Go to solution Solved by Jami-Unibet,

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Hi,

I have up-until-now been succesfully making deposits and withdrawals using a VISA debit card. I  was previousdly required to verify my account, which I did succesfully - 

Proof of ID
Date verified - 03/12/2019
 
Proof of address
Date verified - 03/12/2019
 
As part of the most recent expiry of my debit card, my bank also switched it from VISA to Mastercard. I was aware that there might be an issue using this for withdrawals, but tried a £5 deposit, after which I was able top see that, as I feared, withdrawal to my new card was not offered as an option.
 
I was hoping to set up Paypal, but currenty can't deposit because my balance is over £20, and can't withdraw because I haven't deposited!
 
So I decided to try withdrawing via bank transfer (and then maybe try to switch to using Paypal going forward).
 
I discovered that my bank details were already in place.  I must have set this up some time ago, as I have no memory of doing it!  (I don''t know if I have made any previous transactions using those details.). So I requested a withdrawal, which was accepted, but utlimately gave rise to -
 
Withdrawal on hold
Go to verification section to verify your account!
Your withdrawal is on hold. Please verify your account so we can process your withdrawal
 
As I said, my account has aready been verified. If there genuinely is a requirement for me to do it again, there is no mechanism for me to do that, as it still shows as fully verified. (Also, though I recognise this would be entirely my problem, I don't have any valid photo id at the present time, as my passport has expired and I have been delaying requesting a replacement since the gov site has been asking people to do so, due to Covid-related delays in the system.)
 
I hope you can help me get to the bottom of what has gone wrong, and find a sollution...
 
Regards,
Colin.
 
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@col The withdrawal was put on hold automatically as the original withdrawal attempt was made using a different method than for deposit(your Visa card). I'll see if we can get the withdrawal approved to your bank account, though there's a possibility that the Player Safety team will ask for proof that the Visa card is expired - will let you know!

Sorry for the hassle, withdrawals should always happen right away whenever possible, but when there is a techincal method change we have to go through them manually to ensure the payment happens to the account holder.

/Jeppe

Former Community Manager
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@JeppeThanks for that, and thanks for such a swift reply.

I quite understand that there will always be glitches from time to time. My only real criticism here is that the system was somehow mistakenly directing me to the account verification section, despite there being no possibility of me doing anything there!

And, just to clarify, the last deposit was made via Mastercard, not VISA.  I had previously been able to just update the expiry date, when receiving replacemnt VISA debit cards from my bank, but this time they took the opportunity to issue me a brand new card (new card issuer + new number).

Colin.

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@col I feel it should always be a priority as much as possible when there's a case here about problems withdrawing, it's your money after all.

Before your recent deposit, there was another one made with the Visa, correct? I believe that's the one Player Safety is referring to when doing the automatic block because of a new method. For this, VISA and Mastercard counts as different methods, even though they're both credit cards. 

@ReCorpH Will be following up with this to try and get everything sorted out soon as possible, he's a Player Safety specialist so to speak, having been in that team before he became a Moderator here :)

Former Community Manager
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Hey @col!

Unfortunately the latest card does not support withdrawals at all. Your bank withdrawal has now been approved and you can use that in the future as well. :) I will pass on the feedback about the wrong message showing up, it should not direct you to any sort of verification when it's put on hold like this, thanks for letting me know! :)

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Thanks @Jeppe.

It would appear that the most recent deposit (£5 via Mastercard) is itself the one that was causing all the trouble.

As I said, I made it as a test to see if withdrawal would then be allowed to that card. There is a warning on the site that Mastercard may not be allowed as a withdrawal method in some cases. But there are also some rather confusing instructions about how to check whether this applies in your particular case which had led me to believe that it should be OK for me.

Looking at my account, my withdrawal seems to now have been split into two transactions, both directed at my bank account, one for the £5, and one for the remainder. I've had an email confirmation for the second of these only; I don't know if that implies a further problem with the £5. Will have to wait and see...

[Edit: I've now received the second email confirmation 👍]


 

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@ReCorpH wrote:

Your bank withdrawal has now been approved and you can use that in the future as well


Does that mean regardless of what deposit methods I use in the future? (Or would I have to use the bank for both deposit and withdrawal?)

I'm in the process of setting up a Paypal account, and would hope I can move to using that for deposit (and ideally for withdrawal too). In fact, as I mentioned earlier, I am really only making the current withdrawal because the balance is required to be below £20 before a Paypal deposit is allowed!

Any final advice regarding things I should or shouldn't do going forward, in order to avoid potential issues?

 

Once again, thanks for all your help,

@col

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  • Solution

Hey @col!

Bank withdrawals are ok if you use the Mastercard or bank for the deposit. If you do make a PayPal and use that for deposit, you will have to use that for withdraws as well then! 

The previous transaction was split in two because we tried to get it working to Mastercard but had no luck. :)

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