Regent Play Casino - Player’s struggling to complete account verification.

I have played the is site for a while. They asked for documentation of everything for this cash out. I sent everything. Then they wanted official bank documents of old bank cards that I no longer have. I’ve spoken to numerous people in chat. Not very helpful at all.

Dear Katie95,

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 providing old bank cards seems to be the only obstacle standing between you and your winnings? 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 that’s correct. I’m with Pockit bank and it is all online I have sent email with exactly what they asked for from Pockit bank but they want a letter which I can’t provide. I have sent everything including this ( but a email ) with the exact details of what they need. Now what’s gonna happen.

Katie95 informed us that she received her winnings. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.