The player from Texas is facing challenges in the KYC process for withdrawing funds, as the casino deems their secondary proof of residency insufficient despite having provided a driver's license, bank statement, and letters from the bank. The player is frustrated by the lack of clarity regarding acceptable secondary proofs and is required to restart the process.
Player is delayed in completing KYC for withdrawal.
Amount: $1,900
zulacasino.com
Submitted: 04 Oct 2024
Case opened
Current status
Waiting for Casino Guru to reply
6d 16h 41m 45s
Case summary
7 hours ago
Public
Public
10 hours ago
Hello derbyshiredylan41,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Zula Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Casino Guru is examining the case
