Fruity King Casino - The player struggles to withdraw.

Tried withdrawing 400 asked for id even tho this should of been asked for at first possible opportunity not st withdrawal stages as in licencing terms under section 17 uploaded all id even the its been months ive had the account deposited 1600 self excluded once that's done now asked for bank statements im not willing play there games they got accepted photo id and letter with address provided bank card another bad casino

Hello Teganlawryq,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fruity King Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi nick provided photo id was accepted provided address accepted provided bank card used now there saying that's not accepted they want a bank statement even tho there still letting me deposit off my card and use it on a daily basis,bern in contact via live chat thet quoted me ..please look at attachments no contact back via email been ongoing few weeks

Did they provide a reason why are they rejecting the document?

Thank you Teganlawryq for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Teganlawryq

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to find out how far is the verification process.

We would like to invite Fruity King Casino to join the conversation.

Dear Fruity King Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal? What other, if any verification processes still need to be done to satisfactory verify the player?

We would like to ask the 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 Teganlawryq

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the eCOGRA - an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gambling Commission (UK license authority) and might have better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own at michal.k@casino.guru

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint to resolve it anytime.