The player from Japan had been experiencing issues with his withdrawal requests, which had been repeatedly cancelled. Furthermore, his confirmation documents were consistently declined without a clear reason. Despite our team's efforts to reach out and inquire about the specifics of his account verification and withdrawal request timeline, the player failed to respond. Consequently, we had to reject the case due to this lack of communication, leaving us unable to further investigate or propose potential solutions to the problem.
Energy Casino - Player's withdrawals continuously cancelled.
Amount: $100
Energy Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Translation
My withdrawal requests keep getting cancelled no matter how many times I apply.
Even the confirmation documents I send are getting declined.
I don't understand what they want.
Please help me.
Automatic translation:
Public
Public
9 months ago
Dear me6npan0i4,
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 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
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9 months ago
Dear me6npan0i4,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
