Kaulana Casino - Pelaajan kritisoiva vahvistusprosessi.

They make it rediculousely difficult to withdraw by constantly rejecting your identifying requirements. They just keep asking for more and more info including credit cards with full photos of ccv which is incredibly insecure. Then they will just come up with reasons why your ID is not exactly what they need and request more documentation that is almost impossible in Australia. I feel like this is just to try and stop players withdrawing. They require more documents, credit cards, bank statements ID then any organization in Australia will ever ask u for. I can get a passport with less documents the  they ask for. Making it almost impossible to ID yourself and withdraw.

Dear Richard,

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. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have started the verification process? Thank you in advance for your reply. 

Best regards,

Petronela

Yeah I'm trying to get as much as i can. their asking for full identification and statements with current address for every single card ever used. They also rejected my license because it has my old address on the front. Even though I sent a photo of the back that has the Australian NSW government issued change of address shown on the back. It just feels like their doing everything they can to reject my I'd check. I mean no business I've ever heard asks for what they do and is as strict as this company it's really annoying and feels dodgy.

Thank you very much Richard for providing all the necessary information. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask the Kahuna Casino to comment on this case. We would like to know, what should Richard do in order to verify his account successfully.

We would like to ask the Kahuna Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Richard,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.