El Royale Casino - Player is struggling to verify her account.

It takes only seconds to take money off your credit cards to wager bets. My ID and Bank info were verified before I won anything. I sent all requested documents after winning. They don’t have the common curtesy to verify that they even received your documents. I have been trying to call and can’t get anyone in the banking department. Been waiting over a week but then I get an email asking me to okay my winnings that the day is "sitting there" encouraging me to play!!! I want my winnings because I will never play again with them.

Dear Barbara,

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. It can take a few business days for the casino to review your documents and mark your account as verified.

We will contact the casino and ask for their cooperation to resolve this matter, but, before we do so, I would like to know if you provided all documents that have been requested by the casino (in sufficient quality) to complete verification. Looking forward to hearing from you.

Best regards,

Kristina

Dear Barbara,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.