Fancy Reels Casino - Player’s account has been closed.

I deposited my account and didn't take the bonus offer so it was my owe money.I spend about £90 that day but when it come to withdraw my money I had to verify my details.I told them I didn't have a passport or driving licence with my photo on it so wot could I use instead and all they told me was u can't take your money out it will stay in the account.And then they told me my bank card didn't match the bank statement I send them It was all lies so they didn't after pay out and I even ask for my £90 bank and they could keep the rest.But still wouldn't do anything so now they have blocked my account so I can't even get on it.So to me they need named and shamed.

Dear djbarlow19756,

Thank you very much for submitting this 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. 

Could you please specify if you submitted any ID with your photograph that could be verified by the casino?

Could you kindly confirm if the data on your bank statement matches the card you used to deposit money into the casino?

Am I correct in understanding that your account was blocked due to the unsuccessful KYC?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I don't have any photo ID that why I got in contact with support team.I sent a photo of my bank card and I also sent a copy of bank statement.Tge statement got accepted but they said the card never match it.And it did which they could see because the account number match up.But the problem was photo ID I ask them wot eles I could use but they just said the same thing over and over it had to be a driving licence or passport which I don't have.And then they blocked my account.

And know it was November bank statement.But you can see on the photo of the card that it is a Lloyd's bank card and see my name and the first 6 numbers and last 4 of the 16 numbers.

I understand your concerns, and I apologize for any inconvenience caused. However, having an identity document with your photograph and personal details is a standard requirement in the majority of online casinos. This measure ensures that winnings are paid out to the legitimate owner of the account.

Unfortunately, if you are unable to verify your identity, the casino will not process your withdrawal.

To assist you further, could you please forward all communication between you and the casino's customer support regarding the verification of your account to my email: veronika.f@casino.guru? This will help us better understand the situation and determine how to proceed.

Dear djbarlow19756,

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.