PrimeScratchCards Casino UK - Player’s struggling to complete account verification.

I have sent all relevant documents to prove who I am to Primescratch cards, and yet still waiting on them confirming, all I get back is emails saying its incorrect when infact it's not. Reading their reviews they haven't got a very good reputation, and I can see why now. All I want to do is withdrawal my winnings and leave the site. Please can you help??

Thanks Danielle

Dear danniimagee,

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?

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

They were asking for me to submit my swift details to which I did then they messaged back saying a screen shot wasn't good enough and that I had to type the numbers myself, I mean how ridiculous is that, I haven't heard back from them and that's nearly 2 days ago. Trying to withdraw my winnings has taken over a week.

Hello danniimagee,

I do apologize for the late reply. Have there been any developments since our last conversation, please? 

Dear danniimagee,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.