Exclusive Casino - Player’s struggling to complete account verification.

I have sent in all my documents yet they keep sending me emails telling me that I have not sent in everything. I have sent them in a total of probably 5 times in the past two days.

Dear Ladydi,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please allow the casino a few days to receive your documents and check them thoroughly. We kindly ask you for some patience until this process is completed.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thank you so much for looking into this for me, I truly appreciate it! They say they’re a licensed casino, but are they?

Dear Ladydi,

I have checked terms and conditions, and this is what I found https://exclusivecasinonew.com/terms-and-conditions/:

"Exclusive Casino is licensed and regulated in Curacao, Netherlands Antilles under the relevant laws of the Gaming Ordinance for the purposes of operating and offering internet gambling services."

I have also contacted the Live chat (please see below the transcript).

"You can check all of our T&C here https://www.exclusivecasino.com/terms-and-conditions/

In case you would like to receive official licence please send us an email request

Please send it to support@exclusivecasino.com"

As soon as I have a reply from their support, I’ll let you know.

I received an email from them this morning stating they had decided to make an exception in order to simplify the withdrawal procedure for me. The only thing they asked was to confirm my banking details for international wire transfers which I did. All my documents that I sent them was attached in the email .You must have lit a fire under their tails! Thank you so much! I guess we will see what happens now!

Thank you very much, Ladydi, for the update. I will leave this complaint opened until your further confirmation regarding successful withdrawal. Please let me know when the winnings will reach you.

Yes ma’am Petronela, I will keep you posted! Thank you!

Dear Ladydi,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

No I have not received my money yet.

Could you please advise if you have received any tracking number for the payment from the casino?

Dear Ladydi,

If you have been advised by the casino to use Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree on how to pursue this case. I hope we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Dear Ladydi,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I received $360 into my checking account. Thanks for your help!

Thank you very much, Ladydi, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes ma’am you have my permission to close this case! I appreciate you!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Ladydi, for your cooperation and confirmation and please don’t hesitate to contact us 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