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

hello, i have submitted documents and they were approved so i proceeded to withdrawal which was left there for days and noone has answered my emails and live chat will only answer every couple of days not giving me the answers i need. i have now reversed my withdrawal to make a new one and it wont allow me, asking me for doucments but noone is saying what i need. seems they are avoiding paying me. can someone please shed some light on this for me please.

Dear boogiewoman,

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 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? Could you please advise how many days ago you requested a withdrawal and started the account verification? Were your winnings accumulated with or without an active bonus, please?

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

Hello thank you for looking into my query, i now need to know is my account fully verified now or do i need more documents as i am not getting any answers to this question, and if so WHAT documents do i need please.

Thank you.

Hello guru, i have received my first withdrawal and made another one. (pending) thank you for taking my query.

Thank you very much, boogiewoman, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

thank you i am satisfied with this casino and i would like to close this case now.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, boogiewoman, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru