Chanz Casino - Player's withdrawal is delayed under investigation.

I deposited 20,000 SEK with the intention of turning it into 25,000 SEK.

I was winning, back and forth, then made a withdrawal of 25,000 SEK.

The following morning, I was asked to verify my income, which I submitted without any issues.

Then, they demanded my bank statements. I sent them my bank statements and they questioned some transactions which were unrelated to gaming.

Initially, they were quick to reject documents but now that I’ve submitted what they requested, I’m not getting any responses.

I have contacted customer service several times, and the only response I get is, investigation in progress. They assured me I would get a response by yesterday evening at the latest. However, I still haven’t received a response and when I contact them, their staff maintains that an investigation is still ongoing.

Dear 94Peter,

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. 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 take KYC lightly and it might take a few working days to complete this thorough process.

• When have you submitted your bank statement and when was the last time the casino questioned you about the transaction on your bank account?
• What other documents did the casino request and when have you submitted them?

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,

Tomas

The case is finished, they have verified me now and the withdraw is done. You can close this case

Dear 94Peter,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru