The player from United Kingdom is experiencing difficulties completing KYC account verification. We rejected the complaint because the player didn't respond to our messages and questions.
I have played thousands on this site through my phone bill and never won i managed to get up to 40 on there so decided to withdraw, however after withdrawing my winnings I waited the required time but nothing happened so next I contacted cs witch was not helpful at all they wanted my mother's identification and bill as well as my own for some silly reason I am happy to prove who I am but my mother is not going to do that I'm afraid it is a very odd request in the first place so my money has just been sat there because of this.
Dear Matt,
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 licensed and serious casinos takes KYC lightly.
Could you please advise if your mother has registered an account in this casino too? Why you have been asked to provide her personal details? Please forward any relevant communication to petronela.k@casino.guru.
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,
Petronela