Home Complaints DomGame Casino - Player’s withdrawal has been delayed.

Amount: $125

DomGame Casino - Player’s withdrawal has been delayed.

8.2/10 Very Good reputation Submitted: 18 Oct 2019 | Case closed : 20.11.2019
Our verdict

Player stopped responding

REJECTED

Case summary

3 days ago - 20 Nov 2019
The player’s withdrawal has been postponed as the casino processes his documents for the KYC (Know Your Customer) procedure. We rejected the complaint because the player didn't respond to our message.
Written by Petronela
Casino Guru admin
Public
Mike

So I actually starting using this casino because of the high reviews given on this site. But I have to say this casino has major MAJOR withdrawa issues. So I’m trying to process my first withdrawal, in order to do so needed to send in a whole lot of docs. More than many other casinos that I play with. But that’s fine. I understand and kind of respect that. But then was told that I need to wait up to 4 business days for them to be reviewed. that seemed terribly wrong but it said up to, so I thought ok we will see. I sent my docs in on a thursday morning. I made sure to send in all required docs. I checked back with the casino 2 times each after a couple days, but they kept saying up to 4 business days, so literally on Wensday wich was 6 days later and 4 buisnes days later I got a response saying I needed to resend my credit card pic. All because I highlighted the middle 8 numbers. I was only supposed to highlight the middle 6 numbers! Bu this is the thing, with the original docs they require you to send in a credit authorization form. Which you right all the digits and everything. Nonetheless I resent my credit card pic with in an hour of receiving that very email. But guess what? Now I’m being told I need to wait another 4 buisness days! Which makes no sense to me, i mean I sent the reply email with in an hour of saying they needed it! but its crazy because i know rather than it taking up to 4 Buisness days that they will make sure it does take 4 business days. but now I’m afraid that they will make up another excuse to delay the process. Now the kicker of this whole story is it’s over $125! Lol. I always ALWAYS process a small withdrawal with any casino I’m thinking of using to see if I will use them again. I literally gamble between 50-60K a month. So its just a test really to see if the casino is trustable. so now they possibly lost a customer over this small amount. I say possibly because I’m still willing to see how this is handled as I called in today but it did not look promising to be honest. THE WITHDRAWAL PROCESS SO FAR HAS BEEN NOTHING SHORT OF FUSTRATING AND NONCALLED FOR TIME LENGTHS

Public
Petronela

Dear Mike,

Thank you very much for submitting your complaint through our website. I’m sorry to hear about your issue with the delayed withdrawal. I’m sure you understand that KYC is a very complex process and none of the serious and licensed casinos takes it lightly. It might take few working days or even weeks to complete the whole process. At this time, I have to sa, that it seems reasonable from the casino’s point of view, as they want to make sure that the money will be sent to the rightful owner. Please be patient, and do not hesitate to contact me if the second check of your credit card won’t be successful. Thank you for your understanding and please let me know as soon as you have any update. 

Best regards,

Petronela

Public
Petronela

Dear Mike,

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.

Public
Petronela

Unfortunately, we’re rejecting this case because the player hasn’t responded to our message. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.