Hey @Shadmun, happy to help.
Just a quick note to avoid any confusion, I’m not affiliated with the industry in any way, it’s just an area that I’m passionate about and as such, I’ve done my research.
So this page here gives a lot of useful information regarding your question: https://www.gamblingcommission.gov.uk/news-action-and-statistics/News/reminder-to-operators-new-licence-condition-on-customer-identity-verification
I’m guessing you’ve been on this page because of what you quoted from it.
It sounds to me like they’re in breach of this condition, as many operators often are. How the problem stems if they can argue that they are concerned about money laundering, which may not have been apparent earlier. If you’ve been using the same payment method to deposit and withdraw, and there’s no suspicious activity (e.g. Depositing and then immediately withdrawing), then they don’t really have a leg to stand on.
My personal view on this is to just give them what they want, as it’s likely you’ll get your funds faster this way if your documentation is right. However, I completely understand and respect your decision if you wish to challenge them. Quote the UKGC policy and see what they say. You can also file a complaint directly with the UKGC indicating that you believe the casino to be in breach of this condition.
Best of luck! You will get your funds. 🙂
