VeryWell Casino - Player’s struggling to withdraw her winnings.

I have uploaded documents they asked for proof of my driving licence and card and I put in for a withdrawal of my balance £506 but they keep declining and also saying I have not uploaded documents but I have proof here on my account documents have been accepted ! I have asked them to send me the financial departments email address so I can email them over the documents that way but they are stalling I’ve had enough they are getting ridiculous now I have won the money fair and square they need to pay out !

Dear Sarah,

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. None of the casinos takes KYC lightly, and it might take few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise precisely how many days ago you have requested your withdrawal and started the verification process? From the forwarded screenshot, I understood that the documents have been sent, but it doesn’t say they were approved.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

sorry forgot to say I have also applied for withdrawal three times now ? Each waiting 36 hours.

Thank you very much, Sarah, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

We will now try to contact the casino and ask them to join here and help us resolve your issue.

Again I have uploaded documents through email and they rejected again I have tried contacting them asking what is going wrong no one reply’s to me ! It’s getting silly now as I am doing everything my end but nobody is giving me any information just that my documents need uploading which I keep doing ! 😭

Unfortunately, we haven't receive any answer from the casino yet. Could you please advise if your issue still persists? However, if we won't get any respond from the casino within the next 10 days, we will be forced to close the complaint as unresolved as there isn't much we can do till the casino is non-responsive.

All sorted now thankyou

Dear Sarah,

Thank you very much for letting us know that your issue have been resolved, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru