Two-Up Casino - The player's verification is delayed.

I went to cash out my winnings and it said I was not allowed to until I sent in my documents. I sent the documents in the same day that I wanted to cash out. I have submitted my driver's license my debit card which I shouldn't have to do because I never used a credit card only Bitcoin. My utility bill Etc. I have not heard from this casino yet. I asked what other information they might need. Still no response. All I get is an email saying I have a balance of $545 that I need to play. But I made the play through so why should I play it. I'm just trying to cash it out yes it's been a while since I played on this site however when you don't have a computer and you spend the time of your life in and out of the hospital for seizures and strokes it's a little hard to play from a hospital bed. I don't feel they're going to send me any money. So whoever rated this casino being a good one I don't think they're correct. As my review will be correct. I'm just waiting to hear from them! but so far not a thing

Hello cobra562,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Two-Up 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

I'm not getting any email on what docs are needed.I sent my info Drivers license, unity bill and cc info.Thiers another form I have but not sent in.Its the cc info.But I never used a cc to dep.I used bitcoin.so why send in a cc form when I never used one.ive emailed them and still no answer.

Ok I've sent my info 3 times now. It also says I have to have color forms. I am not going out and buying a color printer to print some stupid forms in color I use a laser printer and that's all I'm going to use. This is a joke. There's no way I can print in color. So from what I can see this casino is nothing but junk so far. I don't see anything positive yet about this casino. I sent my documents three times now

Hello cobra562,

Can you please advise which document is needed to be in colors? Isn't there any possibility to print such documents anywhere near you?

I got an email this morning from them stating they have not received my documents. I sent them so many times it's not funny now they're saying something about I can fill it out online and do an electronic signature which I have no idea what they're talking about. How do you find something on your computer you can't

Hello cobra562,

I'm currently in touch with the casino as well. I would like them to join here too to help us resolve the issue to make the verification process as simple as possible.

Hello team,

First of all, I’d like to look into the situations that took place.

The documents is part of Casino’s verification that is why the compliance team carefully checks all required documentation and requires them in good quality and correctly filled in. If some documents from the required list is missing or filled in incorrectly the casino representative will ask to fix them. First batch of required documentation from player arrived last Friday on September 26th, yet some of the documents were still missing that is why the casino team re-requested them yesterday.

However, taking in account cobra’s request to use bitcoin as withdrawal method, the casino team is still waiting for him to provide them with bitcoin wallet which they will use upon the withdrawal approval in order to send his winnings. Please contact the casino and provide them with aforementioned information in order to complete verification procedure.

I have sent them the Bitcoin address again this morning but I have not heard a thing yet

Please let us know as soon as there will be any update regarding the withdrawal.

I did get my withdraw.But now I can't get codes to use anymore.I could see if I won a few thousand but it was under 500.00.So after u win 1 time then no more codes for you.I don't like sites that do this.So this is why I don't trust new ones like this one.

Hello cobra562,

I'm glad that the money has arrived. Also please understand that bonuses are a good-will of the casino and they can decide to not give the player any bonus at all, it is not something we or anyone could affect. You can still decide to chose a different casino if you do not like playing with bonuses but we can't punish the casino for such thing. Is there anything else we can assist you with? If not, we will be closing the complaint.

im good for now

Thank you cobra562 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick