The player from South Africa is experiencing difficulties withdrawing her winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.
Constant run around with account verification. Advertise 3 to 5 days, I've been waiting 10 and still being told to wait. One excuse after the other and after reading reviews about this it seems like it's happening to a lot of people, feels like a scam to me!!!
Dear Kristy,
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 casinos takes 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?
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