Goldenbet Casino - Player’s withdrawal is stalled due to the prolonged verification process.

I’ve been trying to verify my account for 6 days (ish) my account is verified on the verification page and admittedly I was putting in the wrong email for a few days, I’ve sent everything over, goldenbet have blocked my account so I can’t access it, I’m repetitively being asked to send videos, and paperwork to verify the account and they keep asking for more, I’ve sent them driver’s licence, letters etc and they still won’t let me withdraw my winnings, I’m so stressed as awaiting surgery but my blood pressure is too high. I just feel helpless. I just feel golden bet are stooling this withdrawal.

Dear Lugworm, 

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 takes 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? 

Could you please explain in more detail what you mean that you put in the wrong email address?

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

Driver’s licence, bank statement, bank card, and videos of me holding document with name, username date and name of their site.

I did use wrong email for a few days which could be the reason for all this so I’m not bad mouthing the site.

Could you please specify what you mean by using the wrong email? Do you have more accounts in the casino under different email addresses?

No I just have 2 email addresses similar

All is resolved now, good casino but I recommend verifying account before depositing!

Dear Lugworm, thank you for the update. Do I understand correctly that the issue is now resolved and we may close the complaint? Please let me know.

Dear Lugworm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.