Golden Park Casino ES - Player's withdrawal is delayed.

Hello, I have been betting and withdrawing at Goldenpark without any issues until 3 days ago. I won €3500 on a slot machine, and when I went to withdraw, they asked for a bill to confirm my address and another for my phone. I repeat, until I won this prize, my account was verified and I could withdraw without problems. I sent the bill, it was approved, but I still can't withdraw. They tell me it's with the verification department. I open inquiries, and they get closed without a response. I have continued playing and have accumulated about €5500.

Dear piki917, 

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? 

Did you submit any identity documents for verification in the past already?

When was the last time you communicated with customer support and what was the topic of your conversation?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.