StayCasino - Player’s withdrawal is delayed despite repeated contact.

I have been a verified member of this casinobfor months, during this time I've made several deposits and withdrawls. 2 days ago I went to withdrawl $200 , 4 hours later they canceled my withdrawl on me. I contacted them and they said I had to do verification in order to withdrawl. I explained that I was verified for months. Long story short my withdrawl is still in pending , I sent them close to 70 different verification documents and as of yesterday at 6pm the agent I spoke with said the last document they needed looked good and to send it in. So I did. I spent almost 10hrs on chat room with them sending document after document. Last evening they told me I was highest priority to get done, 615 am now and its still pending and they keep sending me same email saying they're working on it and it's #1 priority. Mt anxiety and stress is through the roof with this casino. I prefer help.

Also I'd like to know if others have had this experience.

Thank you

Dear Crdunnett,

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?
• Has your personal information changed since the last successful verification of your account?

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

As of 330pm yesterday they just needed a pdf of my bank statement and a picture of the card which I had sent both to verification and then showed them to agent I was dealing with and he assured me it was good. About 15 minutes later I checked in and the agent told me my funds were processed amd sent to my bank, which they wernt as shown I my account as pending. I had to change adress because I accidentally pull typed in my old address but they approved the documents for that and updated it early afternoon yesterday. It's been since about 6pm last night until still now with no explanation to me ither than I'm top priority and they will notify me. I got about 6 emails staying the same thing every time I inquired

these are emails I'm getting in return when inquiring about my withdraw. As you can see it was processing last night at 8ish and has gone backwards since

Hi Crdunnett,

Since the additional KYC procedure was initiated just four days ago, I'd like to kindly ask you for a bit of patience. I will get back to you at the end of the following week. Please keep me posted about any further updates.

Thank you.

Please close this case as I've said screw it to this casino , I reversed my winnings in order to loose it all so I can cut ties with this stupid casino which I have just done minutes ago. Worst casino experience in my mife

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.