Limitless Casino - Player’s withdrawal attempt is blocked due to an unverified account.

I made a deposit for $25 through Bitcoin I got it up to $500 I then requested a withdrawal for $400 I confirmed it through my email then they sent it back to my casino account and are now saying I have to verify my account but I didn't use any bonuses or any free spins

Dear Kyle831,

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.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Speaking with the casino support and it was explained to me that the account verification process was only needed if I was withdrawing money I won from a free spin or a no deposit bonus that in order to withdraw cryptocurrency I just had to verify my email in which I did I have not used any no deposit bonus or tried to withdraw any money from a free spin and it was also explained to me that the account verification process wasn't needed through cryptocurrency deposit and withdrawals

I also have accounts with casino adrenaline which is limitless sister casino and I've never had this problem I also have accounts with bonus blitz bit Stars where I never had to verify my account to make withdrawals there's one incident with casino Brando where I won some money from a free spin they gave me and I wagered it and got the $50 after wagering it is the only time I've ever had to verify my account to withdraw money because it was money that I didn't deposit

and so there's the screenshot of the payout request that went through I confirmed it and then they put it back on my account and made it to where I can't even request one now that's not fair and if I wasn't able to then it would have never allowed me to do the first one like I said with Brando casino I'd click on the withdrawal and the little red part that says account verification is needed from the beginning but because on this one I was able to but then they made it to where I wasn't

now you can see in the screenshots I just uploaded it says under 6.2 I think d it was it says the player shall have the right to one instant withdrawal per day in the form of Bitcoin or cryptocurrency and under 6.3 it says that a player attempting to make a withdrawal from a no deposit bonus or free spin an account verification process if the account has no prior deposits I have a prior deposit and I didn't have any free spins and it also says that I have the right to make one instant withdrawal per day through Bitcoin there's nowhere that says anything about my needing to verify my account

and that's what I uploaded for the verification process I just don't like the fact that I'm being treated differently and being told I have to verify my account when in their terms and conditions state that I don't as long as I made a deposit prior to attempting to withdraw

And here's an email I received from the banking team stating that if it's through cryptocurrency withdrawal the account verification process isn't needed but when I go to the casino website and try to do it and they say I need to verify my account they're giving me Miss messages

Thanks for the detailed explanation. Could you please let us know how your verification is proceeding?

Has the casino clarified, what documents are necessary, if any? Were your submitted documents accepted?

I'll await your reply.

Dear Kyle831,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Kyle831. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

"I was locked out of all my accounts is a reason why I wasn't responding but I have more things out with limitless casino and got my account verified and I'm able to make deposits and withdrawals"

• Could you be more specific regarding the current issue?
• Do I understand correctly your casino account was verified and you withdrew from the casino successfully?

Dear Kyle831,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.