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

I made a request for withdrawal last Saturday. They asked me to upload documents. I uploaded ID proof of address. Picture of my card and also a bank statement showing the transaction.they have now asked for a bank card which I made a deposit of €23 last July. I no longer have this card and that bank account is closed ages ago. They won't verify my account without this card.

Dear lindaoconnell12345,

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.

Do I understand correctly that verifying the card seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

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,

Kristina

Yes they have approved my other documents. My card from July last year is the only thing standing in the way

Hi There,

I checked this and see we need a copy of the card you used to deposit with recently ending **5631. I see you sent a screenshot of the card, but we need a physical copy of the card, you may hide the middle 8 digits and CVV for security purposes, but all other info must be showing (Name, Expiry, and first and last four digits.)

I also see that your withdrawal was not able to be processed to the chosen payment method, therefore, we need your bank details in order to complete the withdrawal, an email was sent to your registered email address to request these.

Once we have these details, your withdrawal will be processed.

Thanks for understanding.

I told you this is a virtual card which is the reason I sent on the bank statement. I have emailed 3 hours ago and still waiting for a response. Nobody asked for bank details from m I have just now sent on bank details. Can you confirm receipt

Hi There,

I had one of our support members deal with your case and see we now have your bank details. They also got the missing card verified as they asked the payments department to recheck what you had already uploaded to your account, so you should not have any issues with this going forward.

It has been passed to our payments team to complete the withdrawal and once processed, you will get an email to let you know it is on its way to you.

Thanks for your patience and understanding.

I will close the complaint once the money arrives in my bank account

Funds recieved you can close this complaint thanks

Dear lindaoconnell12345,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru