Kaulana Casino - Player is criticizing verification process and customer service.

This has been the worse experience with an online casino for one you have to have a min of 500 in your account to withdraw clearly this is a tactic from this casino as other online casinos allow you take your money with no min amount.

Once I withdrew my money which in itself was in itself a logistical nightmare to actually get to that point, with very little assistance from their customer support who had me waiting for 1 question to be answered for over 30 minutes very poor customer service.

Once the documents were sent in I had to wait for 5 days to hear that they had declined my ID and my bank information (which I found ludicrous)as it the very same bank that the money comes out of to play, then the question of my ID after jumping through hoop after hoop I am still waiting to see if my updated documents have been approved, I have sent multiple emails to their accounts department and received 1 reply after a week.

I will not use this online casino ever again they had no problem accessing my money, however, they have a huge problem paying their customers very dissatisfied.

Dear Josephine,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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 and it might take few working days completing this thorough procedure. 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 requested your withdrawal and started the verification process? Thank you in advance for your reply.

Best regards,

Petronela

I won the money a week ago and sent numerous emails to find out what they required from me, however they did not respond until a week later so I escalated it to the online chat and I was left on hold for half an hour so I closed that chat window and started to tell the next operator who assured me that if I sent the information to her in the chat I would get a response I got a response and when I replied to the response to get more information via email again no response so back to chat to ask them and an abrupt man told me my information for my Bank was insufficient so I sent it again along with my photo license as ID.

I have not received any information whether the updated information was ok and if the money will be credited to my account very poor customer service and I have played at other casinos and never had this problem I’m aware that you need proof however when no one responds it’s practically impossible to know, also they have no problem taking the money but a lot of problem paying a win and the fact that you cannot take out anything under 500 dollars is concerning never had that before either

Thank you very much Josephine for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Josephine,

I'm taking over your complaint. I will now contact the casino and see what can be done.

I would like to ask the Kahuna Casino to reply to this complaint.

Ok thank you if you could expedite this as it is now 7 days and no communication from the casino whether they have accepted my ID. This has been extremely gruelling as every time I send what they ask they then ask for something else they have my utility bill, drivers license (which they declined due to the back not being readable) then I sent a new back part they have my bank statement and my credit card details which clearly proves I am who I say I am as this information could only be given by me thank you in advance

I have been approved finally after all that drama NOW I am not allowed to take the money because I didn’t wager my last deposit of 30 dollars, I put that in because I didn’t know there was a min of 500 for withdrawal now I am told I have to play that off before I can make a withdrawal which means I will never have the money (Why didn’t they say that 12 days ago) this is absolutely suspicious on their behalf and I for one know now that it will unlikely to play off the 30

Hi Josephine,

I understand your frustration but there is not much that can be done. You will have to wager the deposit at least once. Most of the casinos use this rule to prevent money laundering:

"As a prevention of Money Laundering, a deposit must be wagered at least once before a withdrawal can be made. Please note that if wagering requirements are in place, the wagering requirement needs to be respected before a withdrawal is requested."

I checked the minimum withdrawal limit for you. It's A$500 only when you use Wire Transfer. I recommend you use a different payment method with a minimum withdrawal limit of A$100. I wish I could help you more.

Best regards,

Peter