Casino Barcelona - Player's withdrawal is delayed due to account verification.

I joined Casino Barcelona and everything was going well until they decided to perform a KYC (Know Your Customer) verification when I attempted to withdraw my money. This was after I had already withdrawn 20,000€ without any issues.

I asked them what they required from me, and they told me they needed a video of me holding my ID and speaking to the camera. I provided this, and they informed me that everything was in order and I could withdraw again. However, when I attempted to make a withdrawal, they said they needed to call me.

I've tried to call them, but they insist they need to call me, yet I never receive a call.

-----

I joined Casino Barcelona and everything was fine but then they decided to KYC me when I went to withdraw my money. This was after I had just withdrawn 20000€ without issue

I asked them what they needed from me and they said they wanted a video of my holding my ID and talking in to camera. I provided this and they said everything was now OK and that I could withdraw again, I then went to withdraw and they said that the needed to call me.

I have tried to call them but they say they must call me but I never receive a call

Hello vicentenoriegaortega,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Barcelona. 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?
• Did you provide them the phone number on which they can call you?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good Afternoon,

Could you please advise since when exactly is the verification process ongoing?

They originally asked for a selfie of me with my ID back in March, which I provided them

Did you provide them the phone number on which they can call you?

Yes and they also have my phone number on my casino profile

When was the last time you spoke to the casino and what was it about?

I don't know specifically when I last phoned and actually spoke to them, I sent them a video selfie on 16th October

I seem to go in circles.... I give ID, they say they need to phone me, they don't phone me, I get frustraited and ask them what is going on, they say they need ID

Thank you vicentenoriegaortega for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you vicentenoriegaortega for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Barcelona for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Good morning Vicente, your case is being reviewed again. It is true that we have started reviewing your documentation several times throughout this year, however, although it may take us 3-7 days to give a response, the delay in the delivery of the documents has greatly delayed the resolution of your case.

That being said, we would like to emphasize that your money is safe in your account and is at your disposal.

Finally, it is very important for us to offer safe gaming environments in all aspects. We have made a clear commitment to our users and this is reflected in our T&C, in which, among other things, we prohibit fraudulent practices.

All the best!

--

Good morning, Vincent. Your ticket is being reviewed once again. It is true that over the course of this year we have initiated the review of your documentation several times; However, although it can take between 3-7 days to provide a response, delays in receiving the documents have significantly slowed down the resolution of your case.

That said, we would like to emphasize that your money is safe in your account and it's available for you.

Lastly, it is very important for us to offer a safe gaming environment in all respects. We have a clear commitment to our users, as reflected in our T&Cs, in which, among other matters, we ban fraudulent practices.

Thank you.

Thank you for the update Casino Barcelona representative. Please keep us updated on the progress of the verification. Thank you in advance!

Good afternoon, we have already carried out the appropriate verifications and your case has been resolved.

All the best!

Thank you very much for the update Casino Barcelona representative.

Dear vicentenoriegaortega, we will keep this complaint open until you confirm your issue has been resolved. Thank you in advance!

Dear vicentenoriegaortega,

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.

Everything is now good. This complaint can now be closed

Dear vicentenoriegaortega,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter