Locowin Casino - Player's withdrawal is delayed due to document verification.

I have been waiting for 3 months for the KYC residency documents to be approved. Recently, I sent them again, and the situation remains the same. My withdrawal has not been processed for 7 days, which I understand is because my documents have not been accepted. I’m not sure when they will finally approve my documents. It's been a long time without any response.

Dear ToreGod,

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, 

Dominika

Hello Dominika, I sent you a screenshot of my Revolut bank account where the information of my account where I live appears and a screenshot of a payment to Lebara, which is my internet account, where it also says where I live. I wanted to send a photo of my rent invoice, but it won't let me add it anymore. The first time I sent it was in July and this second time it was 2 days ago today, which worries me because I think the best photo to prove my address was the one on my rent invoice.

Dear ToreGod, I have not received any email from you.

Could you please forward the documents you mentioned and any relevant communication with the casino to dominika.l@casino.guru?

Dear ToreGod,

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.