HomeComplaintsCasollo Casino - Player’s KYC verification has been pending for 4 weeks.

Casollo Casino - Player’s KYC verification has been pending for 4 weeks.

Amount: €853

Casollo Casino
Safety Index:Very low
Submitted: 28 Mar 2020 | Resolved : 07 Apr 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 years ago

The player from Belarus has sent all the documents for KYC verification four weeks ago. They were not approved yet. Player’s complaint has been resolved successfully.

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4 years ago

I won 853 euros at the Casollo Casino.

 

I did withdraw and sent the documents on 02.03.2020, unfortunately Casollo does not reply to my messages, I haven't received a reply to my email and my withdrawal is still not processed, live chat cannot help with withdrawals and Verification, I can't contact casino support, I don't understand if the casino doesn't receive my e-mails or they just ignore me, I would like a casino representative to write what the problem is because I can't contact it.

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4 years ago

Dear Andrej,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed verification and withdrawal. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, however, 4 weeks are a bit unusual. We will contact the casino and ask for their assistance, but, before we do so, please could you advise if you have accumulated your winnings with or without an active bonus? If you have redeemed a bonus, please forward me a link when replying. Thank you in advance for your response. I believe we will be able to help you to complete your verification and receive the winning as soon as possible.

Best regards,

Petronela

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4 years ago

I get my winning. Thank you

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4 years ago

Thank you very much Andrej for your update. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.

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