Kaulana Casino - Player’s withdrawal has been delayed.

i put in a withdraw request on the 3rd of June and was told It would be 3 to 7 business days before my withdrawal would hit my account. I got a confirmation saying that it was processed on 6 June I have spoken to multiple online and via email and they just keep sending me in circles and won’t confirm where my money is. It’s becoming ridiculous and I feel like they are just throwing off with the answer I’ve done all of the right process confirming ID etc. Please find me an answer thank you.

Dear Rhys,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

So after days of going in circles with the casino it’s been 2 weeks since they supposedly processed the payne t the finance team finally got back to me today and told me that my money had been rejected and cannot go into my ANZ account which is one of four major banks in Australia yet they are quite happy to take my deposits from there and the money has gone back into my casino account and apparently I need to come up with a new way or method of receiving a payment from them or another bank account which I don’t have and it cannot be a third party. Absolute joke what are your thoughts or recommendations on this and what is a KYc verification what does KYC stand for?

Dear Rhys,

I can only imagine how frustrating it must have been for you so far. I would suggest contacting the casino and find out which payment method would be suitable for you than opening another bank account. Maybe one of the e-wallets, such as Bitcoin, would be a good option for you. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. Please let me know if this advice was helpful.

In regard to KYC, it is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. The process of Knowing Your Customer, otherwise referred to as KYC, is what businesses do in order to verify the identity of their clients either before or during the time that they start doing business with them.

Dear Rhys,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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.