The player from Ireland had been waiting for a €3,000 withdrawal to be processed following the completion of a KYC process, which had previously been approved. Despite assurance, he hadn't received a reply. He had successful withdrawals in the past. The casino initially claimed that the player was in a restricted country, but after the player had provided proof to the contrary, the issue had been resolved. The player confirmed that he had received his withdrawal. We therefore closed the complaint as 'resolved'.
DBET Casino - Player experiencing delayed withdrawal for a large sum.
Amount: €3,000
DBET Casino
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Been waiting for KYC withdraw for €3000 and just keep getting told I’ll get a reply. Haven’t had anything. They’ve approve my photo ID and then asking for other stuff. Had plenty of withdrawals from then in the past. Now for a larger amount they are taking a long time.
Public
Public
9 months ago
Dear scottyc,
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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
Public
Public
9 months ago
Yes. They said that I’m in a restricted country. I have sent proof that I am not. They said they check within 24 hours but I’ve been wait 8 days now.
Public
Public
9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, scottyc, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
