"Withdrawels"

I was always very happy with this site. The only thing i was unhappy with the amount of time it took to do withdrawels. This has got worse I have had withdrawels sitting in pending from the 26 and 27 May, despite numerous emails no one has yet told me why. I feel we should at least have a right to know. I would not play this site again unless it sorts out this problem. We have to pay up front to play and most sites pay out same day now. Mary Harding

Update 5th July 2021
I am still waiting for a reason as to why my withdrawals are still sitting in pending If Kerching has gone bankrupt my problem is with Grace Media who took over. I have been with Kerching since 2007 and have never meet with such bad customer service or any problems with withdrawals. Stay away from this site. If I could have not put a star I would not.

"Absolutely terrible customer service…"

Absolutely terrible customer service and still waiting for winnings.

I have used Kerching for a number of years and have never had a problem until recently. I won £700 on 17th May and withdrew the money immediately. They usually process withdrawals within 2-3 days, however they waited until the 3rd day to email me to say they wanted evidence of the source of funds. I uploaded pay slips, bank statements and other proof of funds. On 21st they confirmed they received my docs and wanted a screenshot of my PayPal account. I uploaded this immediately and since then I have heard nothing. Terms and conditions say 3 days to verify documents, it’s now been 2 weeks. They don’t respond to emails, can’t speak to anyone on the phone and those you speak to on the live chat simply say they will send an email. I intend to wait until next week and will then escalate the complaint to their ADR provider and the gambling commission if needed. Clearly this isn’t an isolated incident and they should be avoided at all costs.

**UPDATE 12 June - still not received my winnings or any response from customer services as to why there is a delay. Emails go unanswered and live chat has been down since 5 June. Lodged official complaint in accordance with T+Cs but hasn’t been acknowledged. Don’t think going down ADR route (also need to wait 8 weeks to go down that route) will be fruitful so will pursue in small claims court if haven’t responded to me in next couple of weeks.

"Awful and shambolic"

What an awful site. I am fuming with my experience at Kerching. Whilst operated by Nektan I never had an issue with the site. However, since Grace Media have taken over I am having a nightmare. Like many others leaving reviews I have had winnings withheld. I won over £140 on 24th May, and withdrew the winnings straight away. On the 26th I noticed my account was restricted, with no explanation. I went on chat to be told an email had been sent. They wanted affordability checks. They requested proof of my income including bank statements and payslips. I begrudgingly provided them as I want my winnings. The email stated it would take up to 3 working days to verify the documents. So far I have provided 3 months of payslips, a bank statement showing wages going in, Driving Licence, birth certificate, divorce certificate, proof of ownership of my PayPal account, a utility bill, a letter from my bank. This was after already supplying most of these upon registration on the site.

It has now been 5 working days (6 since the first documentwas sent over)...nothing. I have been in touch with customer services via chat and email on several occasions to ask what the hold up is and to see if anything further is required- to be told to leave it with them...how long am I supposed to wait. It has now been 11 days since requesting withdrawl.

Nobody will tell me where it states that such documents would be required. I was directed to one part of the T&Cs when I raised that it doesn't state this, I was told it was in line with the user agreement. And yet I still do not know where it is stated after combing through all info on the site. Not sure why this info is so hard to provide. And not sure why affordability is only an issue upon withdrawal and not upon deposits.

My last 2 emails have been ignored. I do want to take this further if not resolved, however apparently this cannot be done until an official complaint is raised...funnily enough my request for information to contact the customer service manager has not been responded to and as this is who the complaint must be raised to I am flabbergasted. I will only be waiting until the end of this week and will take it further regardless. How a site can be so unhelpful in this situation is beyond me. The template responses of 'this has been raised to the relevant department' and 'leave it with me' are simply not good enough at all!

I will not spend a single penny further with this group and will stick to better more customer focused sites in future. I really do wish that I had seen these reviews before I had ever deposited a penny, and if anybody is reading this or other reviews please heed the warning and avoid any site operated by Grace Media!


***EDIT*** I sm still waiting for my winnings, asked them to escalate my complaint to a manager and nothing since! Also after a bit of investigation I have found that Grace Media is awaiting a new Gambling Commission licence. Unsure if this has a bearing on current issues but I shall now be reporting Gambling Commission and eCogra.

"Been over two weeks and countless…"

Been over two weeks and countless emails with no outcome, have opened a case with the government gambling authorities & a fraud case with my bank. What this company is doing is illegal. Black and white. I advise all other “customers” (yeah right) to follow suit. Good luck. AVOID.

"AVOID AVOID and AVOID!"

Exactly the same company as 'Pots Of Luck' so I'm quite justified in leaving this review as I don't want people to get caught out on this site thinking it's a different company.

Couple of major issues with this company.
1. A fee is charged for all withdrawals under £30.
2. As part of their license, they have to verify people's identities. No problem. Compactness have to do this; so I uploaded the documents they asked for. Account was immediately restricted so I could not access my funds and a week later, I am still waiting for the account to be verified. I spoke to live chat who assured me it would be done by the end of 26 May but as of 27 May, I'm still waiting and have been told to wait longer. How long you ask? I have no idea. Live chat are useless, the phones aren't being answered and no one at that hideous company gives a damn.
Avoid like the plague for your own sanity. Plenty of other good sites out there that don't charge for withdrawals, and actually give their customers answers when they request them!

27 May: I've received an email from customer services asking me to be "patient". Yeah, right! I've been patient, they still have my money and no one seems to give a damn.

30 May: Live Chat tell me that a manager has taken the 'necessary steps' to resolve this. Meanwhile, I'm still waiting and they still have my money. Live chat can't tell me what those necessary steps are, but helpfully did tell me that the manager looking after my complaint, made a request on 27 May that my case be looked into 'Immediately'. Not sure what defintion Pots Of Luck have for 'Immediately' but it does not appear to be the same one as written in the English Oxford dictionary.

PLEASE AVOID THIS SITE AND IT'S SISTER SITE 'POTS OF LUCK'

"No payout of my winnings"

No payout of my winnings! Been waiting for over two weeks now and still nothing they just send standard emails in response to any correspondence I have with them. Been with them for ten years this is the first big win I have had and now they won't pay out!! Apsolutely discussted with them ! My advice is to stay well clear of them!!! Update still waiting for my winnings! Over a month now shocking!! I don't believe they are registered so my next line is a solicitor just wondering if anyone has had there winnings yet from these posts I'm reading? Update still waiting for my winnings since the tenth of may something has to be done about this site!!Update!!my winnings have been processed but that was over a week ago still no money!! So I've just read another post in the same situation they are liers !!

"They are a poor organisation they have…"

They are a poor organisation they have messed me around with paying what they owe me for over two weeks. They’re quick to take your money but like to cause considerable stress when it come to them paying money they owe you. The customer support is a joke and non existent. They give you no reason for such issues whatsoever. I’m still waiting after over 100 emails trying to get my money! Don’t bother with them.

"If I could leave no stars I would"

If I could leave no stars I would, won just over £400 and was paid out in days, roll on and win £1100 and 2 weeks later my account is suspended and after sending all verification documents etc ( don’t have a passport so sent birth certificate , marriage certificate , divorce and all others requested) they now want bank statements to see how I get my funds to play!!! I’ve been with bet Fred for years with no issues, appalling site, can’t get through to speak to anyone and emails are all the same” takes 2-3 working days to process documents , as I say it’s almost 2 weeks!! Avoid !

"I have been playing on kerching for 2…"

I have been playing on kerching for 2 or 3 months now with no problem. Yesterday while playing a 25p spin over £30.00 disappeared from my balance. I have screenshots of the previous and new balances with the timestamp between spins. I contacted them and had a reply for further info which I supplied but nothing since. And reading these reviews is making me think not all is well at grace media. Be careful ppl and if your balance doesn't look right go on game history.

"I have been with kerching for 10 years"

I have been with kerching for 10 years, when it first started out it was a good casino site, good offers, minimal wagering on bonuses and no conversion, prize draws in which I won a few, withdrawals made on time, then nektan took over it went downhill a bit but was still OK, now that Grace media has took over it has fallen over, awaiting a £500 withdrawal for over 3 weeks, at first they tried to put it back on an expired card, took them 2 weeks to put back in account, still awaiting funds transfer and keep getting standard email replies of awaiting updates from payments team. I would now avoid this casino and go for a more brand named one.