Cafe Casino - Player's account is under investigation after withdrawal request.

After withdrawing 4200$ I was put in investigation and my account disabled. I gave them the photos of my passport and my with the passport and all documents they asked for. Still haven’t heard anything back but they did ask me for another photo of me with my passport which I supplied on Friday.

Dear Jtrobe, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino yet?

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, 

Veronika

I have not been told that any of my documents have been approved and the last one I sent was on Friday 4/19 which was another copy of a photo of myself with my proper id which I used a passport, i also sent a copy of my passport itself and a copy of a bill with my address.

Thank you for your reply. Now, that several days have passed, have any of your documents been approved?

Also, could you please let me know if you have accumulated your winnings with or without an active bonus?

Dear Jtrobe,

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.