DaVincis Gold Casino - Player’s struggling to complete account verification.

I've submitted all the documents needed for my withdrawal they are not responding when i use live chat they continue to say the same thing over and over submit documents when I've submitted all the documents and they do not respond with anything other than submit documents. I've tried to contact them by phone and anytime I've tried calling it goes to an insurance company. I've asked for their phone number multiple times and they have not given me one . I am extremely frustrated I do not recommend this casino

Dear Ashley,

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 have you provided and when exactly? Have you submitted all 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

Dear Ashley,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Yes i submitted all necessary documents. I received a measage from davinci gold casino saying the documents have been approved and now thwy arw waiting for the security team to send out the winninga. That was on 6/9/22. They said it can take anywhere from 1 to 7 days

Thank you very much for your reply, Ashley. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I cant send you all of the conversation as they have been on live chat.

They keep lying. Adding more days to extend the payout. They are now saying they were approved on the 12th.

How do i attched the emails weve exchanged?

If possible, you can forward the whole email thread to my email address (kristina.s@casino.guru).

Thank you very much ashleyrosenzweig626 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ashley,

I will assist you with the complaint from now on. I went over the exchange you had with the casino support and will do my best to help you. First I would like to ask DaVincis Gold Casino to join the discussion in order to help us understand the issue and help us resolve it.

DaVincis Gold Casino,

Could you advise whether all documents necessary for the withdrawal were provided to you? When can Ashley expect the withdrawal to be processed?

Hi Ashley,

Thank you for bringing this to my attention.

Your documents are in fact approved from the records I see on my side.

I have requested Finance to process your payment as soon as humanly possible.

Furthermore, I will be investigating why your withdrawal was not processed on time, as we generally pay 99% of withdrawals within 7 business days, as stated in our terms.

My sincere apologies for the delay and I hope to resolve this very soon.

Best regards,

Oliver King

Casino Host

Hello,

thanks, Oliver from the DaVincis Gold Casino team for the reply.

Ashley,

Please let us know about any progress regarding the issue. We'll keep the complaint open until your confirmation of a successful withdrawal.

Hi,

According to my records the withdrawal was paid on June 24th.

Ashley, please confirm on your side that you have received the cash out.

Thank you!

Oliver King

Dear Ashley,

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

Dear all,

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.