Casino Kakadu - Player is enquiring help.

The 8th of June I start playing Kakadu casino. I deposit a total of €2000. Immediately I send documents to verify because I know they ask for them when I want to withdraw. I even got an email where it says my account is verified.

Dear Boyki01,

Thank you very much for submitting your complaint. I’m afraid, I don't understand what the issue is. Could you please elaborate and clarify how we could help?

I will be waiting for your reply patiently.

Best regards,

Kristina

After I verified my account I won a few big wins, but when I wanted to withdraw , they keep asking for more and more documents, which I send to them immediately. And since a week ago it’s processing by the security department, or the manager( I get different answers for that…). No one can say anything about it and I don’t receive any updates. I played at alot of different online casinos and I know the KYC but this I haven’t experienced before.

Thank you for your reply, Boyki01. 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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided? Have you provided all the required documents as soon as possible and in the correct format?

I do understand that. But I know from the past that doesn’t take so long to approve the documents.

I provided everything in correct format.

pasport

bank statements

utility bill

card details

payslips

Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I replied to the mail adress.

Thank you very much Boyki01 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thankyou.

Hello, Boyki01,

I apologize for my delayed reply and I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Kakadu's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Kakadu Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his account and withdraw the winnings?

Thank you in advance for providing the information.

Thanks for the help.

today I had my first withdrawel.

hopefully the other come next.

only the €2,500 per week is sad. Especially when you won €30.000.

I keep in touch if everything goes on!

thanks

Good to see progress and that the things moved forward. At this point, I sincerely believe it should only be a matter of time before you successfully receive all your winnings.

We are talking about average withdrawal limits, therefore, I will extend the timer by a longer period.

I will keep this complaint open until your confirmation regarding other successful withdrawals, or an update. Then, if we know that payout remains quite fluent and there are likely no other complications in the process, I would like to suggest a solution to this complaint.

Please let us know as soon as you receive the payment.

Hello, Boyki01,

Is there any progress? How much of your disputed amount has been already paid? Could you please provide us with an update? Were there any issues with other payments?

Hello !

still paying out. Only 2,500EU a week.

so this will take a little time

Good afternoon, gentlemen!

I apologize for the long response. I hope that at the moment everything is in order and does not require any further proceedings. Payments are being made in accordance with the conditions.

Regards,

Kakadu casino.

Greetings all,

Thank you for the updates. Good to see the payout process is still ongoing.

Dear Boyki01,

I am extending the timer for a longer period again. But, please, next time, provide us also with information about the whole disputed amount and already received funds.

Thank you very much in advance. We are looking forward to hearing good news soon.

Dear Boyki01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will consider the issue resolved.

Thank you, Boyki01, for your previous confirmation and for using the Casino Guru complaint resolution centre. I am very glad your verification was completed and you were able to collect your winnings. As I assume the issue was resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Casino Kakadu, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru