CasinoFriday - The player's verification is delayed.

I have deposited 3500 euros, in total I would withdraw 17075 euros. Kyc verification would happen. They have received all documents such as bank statements on all my accounts (including those that I did not even use on the website) they have received address information, ID, simply everything that is required, in addition to that they have asked questions to be answered about transactions, to for example that my boyfriend sends me money, they have received answers to all this with documentation and in addition to that they have received his bank statement etc., so everything they requested they have received, it has now been 15 days and they only ask the same questions about and again even though they have already received all the answers, at the same time they also send advertisements about games so that I will play.

Hello Tamaraboskovic,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoFriday. 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? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi , im writing in english so its easier .

The process has been ongoing since 1st of August

The only approved is proof of ID, although source of funds was approved then again revoked and it all startet again , proof of address is still under verification according to them

Documents that I sent is

Id photos

Proof of adress , one copy of utility bill and a copy of a contract on my apartment

Source of funds is , my bankstatements on the account that I used for deposits,bank statement on my savings account, bank statement on my crypto wallet, receipts of buyings with my account, my contract of employment, my sallary check, even my boyfriends bank statement was sent because they required his statement after they saw that he sends me money.

Thank you Tamaraboskovic for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Tamaraboskovic,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.

I'd like to invite CasinoFriday to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

What I submitted to the Casino exactly is

Applicable ID verification:

photos on the front and back of the ID

photo on id selfie where both me and id are visible

identity card from the Swedish Tax Agency

address verification:

I have a protected ID, which means that I do not have a visible address on the website

to verify address I have submitted the following

Purchase contract for a home where the address and name are clearly visible

monthly fee on the home for sale where the address and name are clearly visible

identity card from the Swedish Tax Agency, where it is clear that I have protected ID

source of funds

Salary specification

bank statement (account used for deposit)

savings account

crypto bank statement

receipts for purchases

explanation of various transfers

My boyfriend's bank statement for sending me money (they demanded it even though he hasn't deposited money at the casino)

Today it has been 22 days, the money at the casino is playable but they refuse to pay out, at the same time they send daily advertisements that I should play and other offers.

All documents sent, all email conversations, all times they approved and then revoked approval on, for example, a payment method are on screenshots, they don't update me. The last time they responded to Mail was 15/8, and then it was a question about documents that I already sent and they have confirmed that they received.

Thank you, Tamaraboskovic, for updating us with the detailed information. Let's now wait for the casino's reply.

Best wishes,

Tomas

Due to license obligations we are obliged to carry out KYC on our customers, it is true that the customer have had a longer KYC process than what we would deem normal but it is also related to certain delay from player’s end in providing the requested documentation. With that said, we can confirm that the KYC process has been completed and that all pending withdrawals on the players account have been successfully processed. We therefore consider this case as resolved.

Dear CasinoFriday,

Thank you for providing us with specific and helpful information.

Now I would like to ask Tamaraboskovic, could you please confirm that this is correct and that the matter is now resolved?

Thank you both for your cooperation.

Kind regards,

Tomas

The matter is resolved. Thanks !

Dear Tamaraboskovic,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.

Kind regards,

Tomas