Harry's Casino - Player’s struggling to complete the account verification.

Hello,

I submitted a withdrawl request for £500 on the 20th of March 2022. The request was canceled and then I was told that I need to send 'another' bank statement to verify my account. I did this and they emailed to say that the withdrawl would proceed as normal. The withdrawal was then cancelled again on the 28th of March which was claimed to be because they don't have a bank statement. I informed them that I have submitted another statement and it has been accepted. I then told them that I have requested the withdrawal again and if they do not process it then I will submit a complaint online. They have not contacted me since.

Could you please assist with this?

Dear Andrew,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that your account hasn't been verified in the past? Was this your first attempt to withdraw winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

My account has been previously verified over a year ago. It is still verified now.

They just seem to not want to pay out.

Regards,

Andrew

If your casino account has been verified more than a year ago, it is nothing unusual for the casino to run an additional verification.

Could you please advise when exactly you've uploaded the new required bank statement?

Hello,

I uploaded the new documents on 23/03/22. They emailed me and said thY they had recieced the documents and that the withdrawl would proceed as normal. They then cancelled my withdrawl and said that I need to supply a bank statement, which I already had and they had told me it was all good to go. I then replied to their email with a bank statement and they have since ignored my correspondence.

Regards

Andrew

Dear Andrew,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" 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. My only recommendation would be to fully cooperate with the casino if they request any further personal documents.

Regrettably, it seems to be a common practice of Harry's Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Harry's Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Additional comments from the player:

"I have finally been paid out by the casino."

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Andrew, for your letting us know and confirming, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela