GratoWin Casino - The player's verification is delayed.

Hello,

I tried this site for the 7€ bonus and i won quite a lot, but i can't withdraw it since my KYC is not completed, i sent the documents that they stated in their FAQ (and waited the 2 business days it can apparently take to verify me) and made the deposit but i haven't heard from the casino at all, even after sending 2 e-mails through filling their form and trying to contact the "live chat" (which says that "currently responding in under a minute" but i have waited 3-4 days with no answer) the latest e-mail i have gotten from them is that they congratulate me on my first deposit and that's it.

Might be worth noting that i did everything i could (based on their FAQ and T&C) before writing this complaint and i even read the previous resolved and closed complaints on this website, and i was patient in waiting but seems they just want me to continue playing until i will lose my money (the withdrawal page is quite blatant with that once you make a withdrawal and wait for them to accept it, which is not gonna happen because i am not verified).

Thank you for your time and best regards,

Luceen

Hello Luceen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GratoWin 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 speak 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

Hello again,

I sent the documents on 8th of January.

I can only guess which ones are approved or not because they don't have a page where i can see the progress of the verification and i haven't gotten any e-mails from them about insufficient or approved documents (or any e-mail in general except "Welcome to GratoWin" and "Congratulations on your first deposit").

I have had only a monologue with them so far - no response what so ever on their side (e-mail and live chat as well) as i stated when i wrote the complaint, but to answer your question - it was 7th of January and i tried to ask them about the withdrawal.

Okay, i'll keep that in mind.

Regards,

Luceen

Hello,

I just got my documents verified and my withdrawal is on it's way, also the live chat started working so you can close the case.

Many thanks for the help and the time spent on this case.

Have a wonderful 2023,

Luceen

Thank you Luceen for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Have a wonderful 2023 as well.

Regards,

Nick