Lincoln Casino - Player’s struggling to complete account verification.

Hello, good, more than 14 days ago you requested a withdrawal at lincon casino. To my great surprise I find that they ask me for a series of documents which I have already attached several times with the greatest possible clarity and visibility (it reads Perfectly).

The casino responds saying that these documents are not read and that I attach them again, which I have done on several occasions and I no longer know how to proceed since they always come back to the same case, I hope you help me. All the best

Dear richartude97,

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

Have you been informed what specifically seems to be a problem in verifying your account? Have you received any withdrawals from this casino in the past? And lastly, do I understand correctly that your winnings were accumulated from a free bonus solely?

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,

Petronela

No, it is the first time that I withdraw in this casino and I understand the kyc process what I do not understand is that no other casino puts me in the way of my documents and this is the 4th or 5th time that I resend my documents and they always answer me with the same email which I attached. I don't know if it's because they don't have to pay me or they don't want to.

This is the email with which they have answered me every time and everything they ask for has been attached. I need a solution as soon as possible. Thank you

Dear Ricardo G**** F********,

Thank you for choosing Lincoln Casino.

We are writing to inform you that your recent withdrawal of 650EUR was denied and the funds are currently in your casino account. The reason for this is that there are documents missing from the verification process.

Before your withdrawal can be processed it is important to check the security of your account, so that your winnings are received safely.

Please scan/photograph and e-mail the following documents both in high resolution and color for clarity. Then e-mail them to security@lincolncasino.com:

• A copy of the front of your valid ID to verify your identity

• A copy of a recent utility bill to verify your address (Dated within the last 3 months)

• Photo of yourself holding your ID card next to your face

Please allow up to 3 - 5 business days for processing.

Should you have further questions or concerns, please do not hesitate to contact our Customer Support .

Best regards,

Nikolina

Casino Risk Management

Contact us via LiveChat

security@lincolncasino.com

Toll-Free: 1-888-234-7217

Phone: 1-678-349-0094

Thank you, richartude97, for your reply. Do I understand correctly that your winnings were accumulated from a free bonus solely?

Dear richartude97,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.