4Kasino Casino - Player's struggling to withdraw her winnings.

On April 26, I played at 4 casinos and made a withdrawal request. Immediately slander that it is possible to make withdrawals before the account is verified. I was a bit surprised because I had already sent all the documents they requested a month ago. Well, I sent a message in the chat and they started to take the matter forward that my game account has been forgotten to verify. I received an email that the game account has been verified. I made a withdrawal request. 4kasino promises to process withdrawal requests within 72 hours. Well, just when the 72 hours started to pass, I received a message that the money has been returned to my game account and they want a selfie of me holding my passport next to my face as a document. Well, I took a picture and sent it to them and immediately made a withdrawal request again. Another day passed and they got a message that the photo was not valid because the text on the passport was a bit blurry and the money had been returned to my game account. I sent them again a completely clear photo of me with my passport and made a withdrawal request again. A day passed and I received a message that the game account has now been verified. Almost 72 hours passed again and they got a message that now they want me to take a selfie with a piece of paper that says my name, date of birth and the name of their casino. And the money was returned to my game account again. I sent them that picture even though it already seemed a bit ridiculous and like a delay that documents are requested one by one even though the account has been verified several times. I complained about them to the licensor by email. Now the casino told me that they are not going to continue processing my withdrawal request until the licensor has contacted them. I don't think I'll ever get my money.

Dear saagahelia,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 4Kasino Casino.

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. None of the serious and licensed casinos takes KYC lightly.

Please allow me to ask you a few questions, so I can better understand the situation. 

Did you submit all the requested documents the casino asked of you? When did you submit the last document?

Is there any withdrawal request currently pending in your account?

Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent all the documents they requested. Withdrawal request pending 450 euros. I sent the last document, a selfie of myself with a piece of paper with my name, date of birth and the name of the casino, 26 hours ago. I suspect a deliberate delay because not all documents were requested immediately. First they asked for basic dollars, which everyone asks for, i.e. passport, proof of residence, bank statement, picture of bank card. But after that, every 72 hours, one new request for documents started coming in.

more than 72 hours already passed and 4kasino still hasn't processed my withdrawal request and the extra document they asked to delay my withdrawal, even though they promised to process it within 72 hours. I have been trying to contact their chat for two days, but the chat is offline all the time. I don't know if they only blocked me or if others can get through the chat to talk to the customer service. That casino of theirs doesn't seem very honest. For two weeks already I have had to twist with them and wait for my winnings.

Thanks for the explanation,

Before we contact the casino, could you please forward any communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

Dear saagahelia,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.