Ardente Casino - Player's withdrawal delayed by verification issues.

Hello, I was on Facebook and clicked on a casino that said Plinko. It took me to a casino called Ardente. I deposited around 200 euros 3 times and won 1900, which I was free to withdraw. However, when I tried to withdraw, they asked me for all possible documents. I explained to them that I live in Spain, but have an Italian identity card. Nevertheless, they insisted on seeing a Spanish identity card. After clearing this up, they asked for my Italian tax code. Unfortunately, I don't have it anymore, I only have the Spanish one. This situation has been ongoing for 8 days and I'm quite frustrated. I feel mocked and scammed, when all I did was win legally. Can anyone please help me?

Hello mauricionapbcn,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ardente Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear mauricionapbcn,

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.