Prime Casino - Delayed withdrawal for the verified player.

Won’t let me withdraw it’s saying to upload documents when my account is fully verified verified with them already

Dear saoirse8,

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. 

• Have you been informed what specifically seems to be a problem in approving your withdrawal?
• Was your payment method verified as well?

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

ive send all my documents in again I haven’t heard anything from them it’s now €250 I’ve won

Hi There,

I have checked and see your account was fully verified on 2nd October after the documents you uploaded on 1st October were verified, however, you placed an indefinite self-exclusion on the account on 1st October so the account will remain restricted.

Thanks for understanding.

i did I closed it my account I emailed loads times not one reply there customer service is not good thanks so much

Dear saoirse8,

Can you confirm whether you did, in fact, request self-exclusion from the casino? If the self-exclusion was initiated after you had already accumulated winnings, you should still be able to withdraw those winnings.

i got sort it thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, saoirse8, 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