MidasLuck Casino - Player's withdrawals are significantly delayed.

Good morning and Happy New Year. Here is the issue with the casino: On December 23rd and 24th, I requested two withdrawals of 500 and 498 euros. A few days later, the casino asked me to verify my information in various categories. I uploaded the required documents, but in one category, I had to submit documents about eight times because they kept requesting different or even the same documents repeatedly (I am attaching 2 screenshots to show what different documents they asked for each time). This went on for about a week. Three days ago, my account showed the third screenshot I am sending in the verification category, but I was unable to upload any document. When I asked them what was happening, they told me that all the documents had been sent to the appropriate department for review and that I didn’t need to upload anything this time (I am also sending a screenshot of the conversation I had with them). Three days have passed, and the verification has not been completed. The live chat keeps telling me the same thing—that they will update me soon. Obviously, all this delay is being done to avoid processing my two pending withdrawals. Moreover, they have blocked my email so I cannot send them messages, and I only have contact through live chat. Please intervene and ask them why they have not completed the verification after so much time and so many documents I sent, and why they are not processing my two withdrawals.

Dear blaugrana, 

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? 

Have any of your documents been successfully approved during KYC?

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, 

Veronika