Cool Cat Casino - Player struggles with completing the identity verification.

When I try to withdrawal my money it says to verify my identity and I did and now it says too many attempts and won't let me submit my id verification and I need to withdrawal my money

Dear Maddiedaddy6, 

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 explain when exactly the warning „too many attempts" appears? Do I understand correctly that the website does not allow you to upload your ID card? Could you please advise which other documents you have already provided and when exactly did you send the last one? Have you provided all the required documents in the correct format? 

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, 

Veronika

Dear Maddiedaddy6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.