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Hi, I have won and when I tried to withdraw I was asked to do KYC and send the documents which I have done and never had an issue with other casinos after submitting the documents I was told it would take three days to get approved and that has not happened when I emailed I was told I will receive an email confirming that I have been verified which has not happened.

My username nes*****ziri

Email address n****th@hotmail.com

Dear neshathaziri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

First time I submitted the documents was about 3 weeks ago and I didn't hear anything back as to why it hasn't been processed.

Hi, it got from bad to worse with this casino I was able to initiate withdrawal and then they took $130 from my account left me with $50 and said $180 withdrawal was canceled because they need to verify me I did kyc a month ago.

I apologize for the delayed response. Could you please advise if your winnings were accumulated with or without an active bonus? Thank you.

I got a response from them they said they only allow $50 payout from a bonus.

I have checked the general bonus terms and conditions, and this is what I found (here):

Standard Free Spin Coupon Rules

You are required to wager 40 x the value of the free spin winnings.

You may withdraw a minimum of $/€/AUD50 and a maximum of $/€ 50 on free spin unless stated otherwise in the promotion.

Upon meeting your wagering requirements, any balance in excess of your maximum cashout limit will be removed from your account automatically.

Each coupon code has an expiration date. Make sure that you use the coupon code before it expires. All coupons have 7 days expiration day from date redeemed

If your winnings originated exclusively from Free Spins, unfortunately, you won't qualify for any supplementary winnings. Can you confirm if this applies to your situation?

Dear neshathaziri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I am unsure but I just want to let this be resolved I was able to withdraw they told me $50 is allowed to be withdrawn if you win through free spins only one time.

If your winnings solely resulted from Free Spins, regrettably, you will not be eligible for any additional winnings. Can you verify if this is applicable to your case? Do I have your permission to mark this case as resolved?

Dear neshathaziri,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes it is resolved. Thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, neshathaziri, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru