Freshbet Casino - Player’s withdrawal has been delayed.

Hi there -

I have been using this platform for few weeks now and have deposited funds successfully. I have also managed to get verified (both proof of identity and address) and has been great so far. I haven’t used any bonus. I have also managed to withdraw some funds and my current balance is at £20,000. I have tried to withdraw some funds last week but the platform rejected it and it is now requesting a video verification which I have provided on Saturday 3rd of August. They have advised it could take up to 48 hours but have still yet to approve it. I still have access to the platform but given the stress this causing me I thought to raise a complaint and advice accordingly. I have seen another UK player that have experienced similar situation to mine and you guys have managed to assist (user was Bradley55 and your colleague Natalia assisted him). I have all necessary screenshots and conversations if required and await your advice accordingly.

Thanks 

Andreas 

Dear Amexcy,

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 what types of games you played? Were they slots, live casino games, or did you participate in sports betting only?

Could you please provide more details about the video verification process? What specific content was required to be recorded?

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

Veronika hi - thanks for looking after my case.

Live sports betting/roullete and online roulette (lighting) - those were the types of games I played.

I have sent a video with the following info which the casino company requested - recorded taken with the front camera, in selfie mode. Hold phone in one hand and an identity document with paper, on which I wrote the current date, my full name, the name of the site, and my username. In the video, i pronounced the written information in English. 

Please let me know if you require anything further.

thanks,

Andreas

Hi Veronika- it has now been 5 days since I sent the video but with no response from the platform - I have managed to speak to them through the chat and are now saying it can take upto 2 weeks.. could you please help me out on what to do. have more screenshots if this could help.

Thanks,

Andreas

Thank you for letting me know. Please forward me all the screenshots as well as the emails of the communication between you and the casino customer support that could be relevant to our investigation at veronika.l@casino.guru. Thank you for your patience and cooperation.

Could you now please Close the case - no further details- thanks Veronika.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.