A player from Norway has been repeatedly asked to provide the same documents (a bank card) for verification by the casino, despite previously confirmed verification. The casino also promised to process a withdrawal of 25,000, but it has still not been sent.
RedDice.com Casino - Player experiences repetitive document requests and delayed withdrawal.
Amount: 25,000 kr
RedDice.com Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
12 months ago
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1 year ago
Casino Ask for the same documents over and over. I have sent it in multiplie times over mail, over chat and over subbum. They have comfirmed that i am vertified times 2. And still they ask the same documents over and over(bankcard). They also have comfirmed that my withdraw of 25.000 will soon be sent 1-3 business days after a got vertified. And when i Ask Why they Ask same documents that i have allready sent and allready i have got a email comfiming that i am vertified and they have got my email, they said they will send to the rigth team, and i dont hear anything more.
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1 year ago
Dear J1990,
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.
- When have you submitted the documents of your bank card to the casino?
- When was the last time you received a confirmation from the casino that your account was verified?
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
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1 year ago
On friday. I Even sent card details the day before that, because in the back of my mind i knew they would Ask. They did Even said in the chat they did not need it, but i sent anyway. And now i have sent it multiplie times. They just keep saying the team
will soon come back to you over and over in the chat.
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1 year ago
They have now comfirmed and payed out. Said it was something technical wrong with subbum
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12 months ago
Dear J1990,
Thank you for the update. 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
