Casino Lab - Player’s criticizing lengthy verification process.

Requested a withdrawal on 2nd Feb. I was asked to verify account, uploaded driving licence, utility bill and photo of debit card (front and back) through the casino website. Driving license and utility bill were approved almost instantly, debit card has been pending review since. Waited 72 hours as per casino timeframes, contact live chat and was advised to wait another 72 hrs, contact live chat again to be advised that my case is being dealt with as a priority, that was 2 days ago. Also sent an email (not received a reply). In total it’s been about 9 days and I’ve not been told if there is an issue or not.

Dear Andrew19811981,

Thank you very much for submitting your complaint. 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.

It’s quite usual for this process to take a couple of working days to be fully completed.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Dear Andrew19811981,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.