The player from the US had faced a prolonged verification process at the casino. Despite having submitted the required documents, received conflicting information from the representatives, and waited for extended periods, he had been unable to withdraw the outstanding $6,749 USD. After the player confirmed that he had provided all the necessary documents for identity verification, the issue had been resolved and his account had been verified. The complaint was subsequently marked as 'resolved'.
Free Spin Casino - Player's withdrawal delay due to extended verification process.
Amount: $6,749
Free Spin Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
i am struggling to complete verification at this casino. I submitted my DL, and proof of address. The rep stated that I did not need a payment form since I was requesting the withdrawal by Bitcoin. However the finance department required this form which I returned. Another rep said I had to wait another 4 days for a response on top of the 4 days I had to wait for the first response. At this point it seems like I’m being gaslighted by this casino. I have $6749 USD outstanding in this casino that I need to withdraw.
Public
Public
8 months ago
Dear Corona42,
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.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
8 months ago
You can shut down this complaint. My account just got verified. Thank you.
Public
Public
8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Corona42, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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
