The player from Belarus has requested a withdrawal. The casino required documents for verification, which the player submitted, but it takes 30 days to review them. The player received her winnings.
Somos Casino - Player is dissatisfied with the verification process.
Amount: $200
Somos Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Hello, I made two deposits of $ 300 and $ 35
I decided to request a withdrawal of funds. Sent documents for verification. And I found out that verification takes up to 30 BUSINESS DAYS!. I consider these rules to be fraudulent.
They rarely answer to e-mail.
The chat told to send them a photo of a credit card from both sides. Although I made deposits through a bitcoin wallet!
What they have written that the withdrawal of funds in 48 hours is all nonsense. First you need to wait for verification, which takes up to 30 BUSINESS days. thirty!
After that they sent: "Hi, please send screenshot of your profile of bitcoin."
I sent them what they asked for, but they didn't answer anymore.
The chat is generally incompetent, they ask to send documents, although I sent them on February 25th.
Public
Public
3 years ago
Dear pozndarya,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification differently. It can take some time to review your documents. Could you please confirm that you’ve provided all the necessary documents?
If yes, the only thing I can recommend is to wait for the casino to check your documents and mark your account as verified, and in case the casino asks for additional documents, provide them as soon as possible. I agree that 30 business days is not ideal, but it is still acceptable. I also found this fact mentioned in the T&Cs:
„www.somoscasino.com’s finance department may take up to thirty (30) business days in order to process the withdrawal, after all the requested account verification documents are received and confirmed."
We will keep this complaint opened and if there is no development within the given time frame, we will intervene.
Please, keep us updated in case there is anything new.
Best regards,
Kristina
Public
Public
3 years ago
Awesome news, pozndarya! 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.
