House Of Pokies Casino - Player’s struggling to complete KYC verification.

I’d spent $900 real deposit money. After a few games that’s available to play I’d notice it wasn’t anything like online gambling 13 years ago( how outdated this site was).

the issues is to withdraw the money. They required drivers license, bankcard, utility bill to verify your identity. After sending it through, it was denied as it was ‘blurr’. The site only allows 2 MB per file. The a reply email requesting passport. That starts to raised a question. If it was not clear they should have required to resend , not mot official documents. I’d resend them in a larger file and wait to see what’s the go.

Dear Huynh,

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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have started the verification process and requested your withdrawal? Thank you in advance for your reply. 

Best regards,

Petronela

Dear Huynh,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.