Woolbet Casino - Player’s withdrawal request is delayed.

I have an issue with withdrawing. I deposited £1000. Won some money and withdrew £1000. I successfully passed KYC by providing Proof of address, selfie with passport, bank statements. After withdrawing £1000 I tried to withdraw other winnings-£34000 in total. They requested more documents, despite my account was already verified. They asked for payslips which I provided. After that, they are asking for bank statement-once again. Looks like they are trying to play on time. Can you help me with this?

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Dear PeterPanMr,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Has the casino indicated any issues with approving any specific documents?
• Could you please clarify when you sent the last document? Do I understand correctly that you have successfully submitted all the required documents and are now awaiting final approval?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina