The player from the United Kingdom had been attempting to undergo the verification process in order to withdraw approximately £300. The player believed the casino was intentionally delaying the process. The player had been asked to provide a valid form of ID, but his UK driver's license was not accepted. He was not given a reason for this. Before the issue could be resolved, the player lost his money and requested to close the case. We were unable to assist in resolving the issue and the complaint was rejected.
Goldenbet Casino - Player accuses casino of delaying the verification process.
Amount: £116
Goldenbet Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.3
Goldenbet Casino has a Safety Index of 4.3, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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11 months ago
I have spent over a week trying to get verified so I can withdraw this money. It was a significantly higher sum (£300ish), but they have been stalling me in an effort to get me to waste more money.
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10 months ago
Dear Jwes11,
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 licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
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
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10 months ago
They are saying that I need a valid form of ID and that a UK driver's license doesn't count.
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10 months ago
Hi Jwes11,
- Have you received clarification on why your driving license cannot be accepted for verification purposes?
- Do you possess a passport that could serve as an alternative picture ID for verification with the casino?
Thank you.
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10 months ago
They haven't clarified, but I bet the money and lost so you can close this case, sorry for the wasted time. On the bright side I have a lovely new case where MyStake casino swindled me out of £800
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10 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
