VeryWell Casino - Player’s struggling to complete account verification.

After uploading all my documents correctly as per there terms and conditions they now state that my passport needs to be a valid passport but it doesn’t state this in there terms and will not let me withdraw

i have tried to speak to a complaints te but just keep get the same response and won’t send me the withdrawal

Dear paulgoring2,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your passport seems to be the only obstacle standing between you and your winnings? Could you please clarify which documents have you uploaded?

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,

Kristina

I have uploaded my passport

council tax letter

bank statement pdf with iban

debit card both sides

driving licence both side but they didn’t accept this

Thank you very much for your reply, paulgoring2. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear paulgoring2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.