Olymp Casino - Player’s withdrawal process is delayed.

Hello. Over a month ago, I won a large sum at a casino. After that, my account was blocked and they requested verification documents. I provided everything on the very first day, but they delayed the verification for almost a month. Then they wouldn't accept screenshots from the mobile operator's mobile app to confirm my number, and instead requested a paper copy of the contract from the call center. I immediately went, got the contract, and sent it to them. After that, everything went quiet again. The verification process has been ongoing for two months now, and the operators and customer support haven't provided any answers regarding the verification procedures or timeframes. They're rude and even provide false information. I ask for help resolving this issue.

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Hello,

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

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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,

Attila