Queenplay Casino - Player’s withdrawal is delayed due to a documentation issue.

I requested a withdrawal 5 days ago, despite already having already having my account verified prior to this withdrawal, I am asked for more documentation which has still not been verified. I withdrew £2500 the previous day with no problems. The casino is asking me for proof of ownership of bank, such as a screenshot of my statement, showing my email address. Bank statements do not have email addresses on them, so this is impossible.

Dear Ashley86,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi,

Thank you very much for your swift reply, my identity has been verified, I have uploaded proof of payment method, but I cannot physically provide a bank statement which shows my email address on it, this is the only think delaying payment (to my knowledge). Also just to clarify, the withdrawal I am awaiting it £3000.

Thank you

Thank you very much, Ashley86, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Ashley86,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Queenplay Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Queenplay Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal? Is the missing proof of bank account ownership the only reason for the delay?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ashley86,

I was informed by the casino representative outside of this thread that your withdrawal was approved on June 25th. Could you please confirm that you have received your funds?

Dear Ashley86,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo