SlotsandCasino - Player’s struggling to complete KYC verification.

I need a different way to send documents to withdraw money, Eric who I was talking to at the help center got a little annoyed with me, and said he was going to go help other people. He said talk to the support desk, Tyrone came on asked what can he help me with, I explained, but I never got a response. So I closed the window, and came across your site, so I filed a complaint.

Dear Susan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked with a live chat agent, and this is what I found out:

14 : 24 : 56 (Me): Hello. Could you please advise where to send documents for the KYC?

14 : 26 : 31 (system): Agent Don has joined the chat.

14 : 26 : 39 (Don): Hello, welcome to Sports and Casino Live Help

14 : 26 : 53 (Me): Hello. Thank you.

14 : 26 : 57 (Don): You can send any documentation via email to 'support@sportsandcasino.com'

14 : 27 : 24 (Me): is there a list of required documents?

14 : 29 : 46 (Don): We usually require a valid form of identification, plus an additional document that can verify your address. At the time of your first withdrawal, where this will become necessary, an email will be generated based on your account and sent to you to formally request the documentation for you with all the details. If you have at that point made deposits with a Credit card, you will also be asked to send in a picture of the card(s) used (the middle 8 numbers of a card can be blocked)

14 : 30 : 07 (Don): That email will also include a Deposit Declaration form that you may have to fill in and sign

14 : 30 : 37 (Me): Thank you very much Don for your help :)

14 : 30 : 55 (Don): You are very welcome. Is there anything else I can help with?

14 : 31 : 04 (Me): All for now

14 : 31 : 14 (Me): bye

14 : 31 : 26 (Don): Thank you for using Live Support. Should you have any future questions, please contact us again

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. None of the serious casinos takes KYC lightly. I would suggest following the above steps. If all the data of forwarded documents is correct, there should be no reason for the casino to delay your withdrawal. 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

Dear Susan,

Have you succeeded in uploading / sending your documents for the verification? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I don't have a problem with sending anything you need, it's how to get it to you? I'am not able to send anything over the computer. I don't have a cell phone, because there is no cell service here. I didn't know if I could send the information you need to my son in Maryland, and have him send it to you?

Dear Susan,

I would strongly recommend against involving any third party in your account verification. Anyone can help you, but it should be sent from your email address. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 

Dear Susan,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.