The player from Finland is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Dozenspins Casino - Player’s struggling to complete account verification.
Amount: €20
Dozenspins Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Casino asked to KYC. I sent all requested documents but i havent received any response. Casino support doesnt respond any messages. The amount i withdraw is also lost in my account history.
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2 years ago
Dear Henry,
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 takes 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
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2 years ago
Dear Petronela,
Thanks for the quick reply. I was asked for the documents shown in the message on May 2nd. I sent the documents the same day. Nothing happened for more than a month until last night I put a message to support and they said i need to get in touch with the kyc department. The documents shown in the picture have been sent to them several times without any reply. Kyc has also been approved for me on the casino website (I sent the documents required there).
Br,
Henry
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2 years ago
Casino finally accepted documents and the withdrawal. Thank you very much!
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Henry, 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
