RANT Casino - Player complains about delayed verification process.

I want to mention that this casino significantly delayed the verification process, requesting documents and files for a card I never used at the casino. (I don't know how they had the card's information, probably from another casino they manage.) Despite sending them the documents, they greatly delayed the verification. The last time I sent them files for verification, two days passed without any updates, and when I spoke to their support, they informed me that they had already sent me an email with some additional documents I needed to provide. The email they sent me never clearly stated what documents were required. I have supporting evidence. This caused an unnecessary delay of an additional two days. It's a classic casino tactic to make players wait and potentially abandon their withdrawal requests.

Dear Mardock,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

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 list which documents have you already provided to the casino?
• Have you contacted the casino in order to learn what other documents are necessary to pass the verification process?

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,

Tomas

The kyc was completed after 5 days i have made a withdraw request. The point is that they delayed by asking again and again documents that already i have sent them. And then they told me that i have to wait anotther 2-3 days before they complete the withdrawal.

Could you please send me any recent relevant communication between you and the casino? My email is tomas@casino.guru

Could you please specify the date when you requested a withdrawal of your winnings?

Dear Mardock,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.