CryptoLeo Casino - Player faces withdrawal delay due to address verification.

I tried to make a withdrawal for the first time. I was told I needed to provide identification, proof of deposit, and proof of address, so I uploaded everything.

My identification and proof of deposit were approved, but my proof of address was not. I uploaded a resident card that I just obtained a few days ago, so there shouldn't be any issues. I have inquired about the reason, but I have not received a response.

As it stands, I am unable to make a withdrawal, leaving me in the same situation as if my withdrawal was being denied.

Dear aya.123,

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.

• Do I understand correctly that you haven't received any instructions on how to proceed?
• Have you provided all the required documents as soon as possible and 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

After my residency card was rejected, I uploaded a water bill receipt, which was rejected again. I then uploaded my pension payment certificate, which was approved and my account was verified.

Although I am frustrated that my proof of address, including my residence card and water bill receipt, was rejected without any clear reason being given, I am relieved that my account has finally been verified.

After that, I applied for a withdrawal. It has been more than 24 hours since I applied for the withdrawal, but the money still hasn't been withdrawn. I'm worried about whether the money will really be withdrawn.

Thank you for your reply, aya.123. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.