Casinochan - Player’s criticizing complicated verification process.

Hi I was so surprised when I touch the play button and I won so much money. So I decided to withdraw most of it. So I followed the prompts to upload all Documents they required. At first it was my Bank Account. They couldn’t deposit my winnings into my Card, its the same card I used to do my Deposits to play the Pokies on CasinoChan2. So I put my Bank Account details that is attached to my card. No they found something else, my phone is in my husband’s name. So they need his information, because the IP Address is in his name. So we uploaded all my husband’s information. But the is something else now. I have to upload a photo of me holding my ID eg...my License. Why do they need me holding my ID. I am not sure what to do. I get the feeling that they are doing everything possible to not Pay me my winnings. It’s one thing after another. I have gone on Chats, emails. I haven’t had any luck. Every time I put in for a WITHDRAW they Decline it. Please help me I’m starting to feel like a FOOL. Am I being SCAMMED are the a real online Casino? Now they have mine and my husband’s information. Im really scared now. What should I do???

cheers

Caroline

Dear Caroline,

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 licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Could you please advise which payment method you have used to deposit funds into your account?

Looking forward to hearing from you.

Best regards,

Petronela

Hello, thank you for getting back to me. Yes I do understand that they have to check all ID documents. So I did send in there last request for a Selfie with me holding my License.

I use my Debit Card that is attached to my Bank account.

Kind regards

Caroline

Thank you very much, Caroline. Please keep me updated. I will be waiting for your reply patiently.

Hi I have done another request for my winnings and they have asked me for my bank account details. So I did request it to be put into my Bank account. Haven’t heard back from them yet. So far so good I guess because it hasn’t been cancelled. Can yo tell me why they keep going on about this IP thing to do with my device. Yes the phone is in my husband’s name. He got it for me as a gift. But everything else is in my name. eg...Sim card, email address, Card I used to deposit money to play the online pokies. But they keep emailing me about IP

Casino is checking for duplicated accounts. They just need to make sure that it has been you who has deposited, played and trying to withdraw. I’m sure you are familiar with the fact that majority of the casinos allows only one account per household. 

Meanwhile, I'm staying positive and waiting patiently for good news. Please keep me informed regarding any development. 

Hi, I didn’t know anything about the IP thing. But I guess you learn everyday. But do understand it now. My husband did send in his Identification to them. Thank you for your help I really appreciate it.

cheers

Caroline

No worries, Caroline, that's why we're here.

Dear Caroline,

Have there been any developments since our last conversation?

Hi what great news I have to share. They have paid my winnings. Just wanted to say thank for you help and not making me feel like I was on my own with this. Thank again

cheers

Caroline

I’m delighted to hear that you have received your winnings 🙂

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Caroline, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru