Two Fat Ladies Casino - Pelaajan kotiuttaminen on viivästynyt.

Have win on casino and been paid out before but win big now and have followed ever verification process they ask and 6 weeks later still not paid me out keep telling me same story that nearly done and will email me but nothing

Dear Tags1982, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved during 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, 

Veronika

Yes I have sent over all documents and bank statements my id and documents have all been approved but kept asking me for bank statements with certain dates so I would send over then they would come back with could I prove how I got my balance on my accounts certain dates witch I proved and the verified but then go back further dates to prove how got balance this is not just my current account my business account also

I have sent over drivers license and utility bill’s also photos with me holding id what they asked for and about 30x different bank statements from current account and business account think last one that was sent over was 1 nov they keep asking me to log in and upload and open banking but they have blocked my account

Thank you for your replies. Please forward me the documents you sent to the casino along with all the communication between you and customer support. My email address is veronika.l@casino.guru. Thank you for your cooperation and patience.

Dear Tags1982,

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.

Hi they have finally finished and paid me out thank you very much

Dear Tags1982,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru