HomeComplaintsCasino Venetian - Player is struggling to withdraw his winnings due to unfinished KYC verification.

Casino Venetian - Player is struggling to withdraw his winnings due to unfinished KYC verification.

Amount: €3,000

Casino Venetian
Safety Index:Very low
Submitted: 21 Sep 2020 | Case closed : 06 Oct 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from United Kingdom has requested a withdrawal. Unfortunately, it has been pending due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

Private
Private
4 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
4 years ago

Dear Frederique,

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.

However, I would like to emphasize that sending personal documents to "unofficial" email address is highly unusual. Could you please advise what kind of documents you have sent and how many days ago you have requested your withdrawal and started the verification process?

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

 

Public
Public
4 years ago

I was asked to send Id and utility bill


that has been done

Edited
Public
Public
4 years ago

Hi would like to close my account with them can you help?

Edited
Public
Public
4 years ago

Thank you very much, Frederique, for your quick reply. I have checked general terms and conditions, and this is what I found https://www.casinovenetian.info/en/faq/responsible-gaming/

"The Account may be closed at any time by the User. All available balance in the Account will be returned to the User and repayment method for these funds will be Casino Venetian's sole discretion. Casino Venetian shall deduct payment charges for such withdrawals."

I would suggest sending an email to support@casinovenetian.com stating your casino username and a reason why you wish your account to be closed and for how long. If you wish you can CC me petronela.k@casino.guru on that email. 


Public
Public
4 years ago

Dear Frederique,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Public
Public
4 years ago

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news