Liberty Slots Casino - Player's withdrawal is delayed and verification remains incomplete.

I tried Liberty Slots and actually won a decent amount of money almost $2,000. Then the nightmare of withdrawing began. I read their verification process procedures. So they make it seem like it is something simple and they will do the verification in a professional manner.  Their processing time frame as noted on their website is 48 hours. I sumbitted my ID and proof of address.  Since, I deposited by bitcoin crypto currency they required me to submit a picture of me holding my id which I did. This is where the problems arised I must have submitted to them 4 different pictures for the same request. Each time had a period of 24 hours of submitting then getting a response back. I initiated my withdrawal on a Saturday and it is Thursday of the next week and still not verified. I explained to their customer service, that this was a bunch of bull and asked how I could possibly not know how to take a picture four times in a row. They were not much help as they just repeated that they needed me to take another picture of me holding my id why????? If I had to do this again I would not have tried their site Liberty Slots or Lincoln Casino which I deposited to waiting for my withdrawal from Liberty Slots.       

Dear Slotwizard123,

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

• Do I understand correctly that verifying the selfie seems to be the only issue? Has the casino approved the rest of your documents?
• Have you received any explanation from the casino about what was wrong with all your selfies?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

I did not realize that my username would be my email address login name. Is it possible to change this to some other username due to anonynity reasons - maybe Slotwizard123? Yes, the selfie was the only issue in the verification process. They did not mention or confirm anything else about the other documents I sent in. The first exchange was that my id was covering a little portion of the top of my head in the photo which is kind of ridiculous I was using a phone camera so the resolution was kind of small I understand. So I sent a second photo with my ID not covering any portion of my head. Then I received an email from the secruity risk department suggesting i put the id to the side of my head and retake the photo - which I did but this time i made sure to use a high resolution camera. I just received email stating that my license was unreadable which is a bunch of bull. I can forward you the emails and the chat records if you like?

Thank you very much for your reply, Slotwizard123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, thanks for your reply. I forwarded all the proof of interaction to your email kristina.s@casino.guru

Thank you very much, Slotwizard123, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Slotwizard123,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Liberty Slots Casino representative to join this conversation and participate in resolving this complaint.

Dear Liberty Slots Casino,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru