The player from Germany is struggling with a lengthy verification process prior to their first withdrawal. This delay has led the player to continue playing and receiving free spins, which they suspect may be a tactic to increase their wagering requirements. Player’s complaint has been resolved successfully.
Rooster Bet Casino - Player frustrated with delayed verification process.
Amount: €85
Rooster Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello,
The casino is taking an unusually long time to verify me. I am trying to make my first withdrawal, but suddenly, they stopped examining the document I submitted. In the meantime, I, unfortunately, continue to play out of boredom, reducing my balance by 5-10€, and suddenly, I get 50 no deposit free spins credited into my account. This is probably a trick, so that I'll have to wager the money 3x as many times again. It's something I had to do once before, when my withdrawal was canceled and I had taken advantage of the next bonus offer during the same period... Something I still find hard to understand..
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6 months ago
Dear QueenLea,
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.
- 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
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6 months ago
Translation
On November 2nd at 12:10 am I sent the documents for verification. Since a screenshot of my virtual Skrill credit card, which I used to deposit, was not enough for the casino, I uploaded a PDF document on November 3rd where my credit card number and name are visible
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6 months ago
Translation
I always get the same answer...
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6 months ago
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They finally paid out, thank you for your help ❤️
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, QueenLea, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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