Videoslots Casino - Player has issues with account verification and withdrawal.

I have been trying to get my account verified again as my driving licence expired I uploaded this via email 24 hours ago and still no response I have funds in my account I'm unable to withdraw because of this situation, the withdrawl section on my account is blank and the document section is the same also so I'm stuck on what to do as I'm not getting any emails back to say my driving licence has been verified and I can withdraw my funds I have sent videoslots numerous screenshots of my issues to be told they are working on it but still nothing after 24 hours can u get this solved please. I have attached screenshots of the black documents page and wothdrawl section on my account aswell.

Dear Deanp92, 

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you kindly specify if your driving license is the only document that hasn't been verified by the casino yet?

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, 

Veronika

I sent screenshots showing my account on the withdrawl page what is showing as a blank screen and the documents page what is also blank I then had to send documents via email yesterday around 12pm and got advised I had to update my driving licence as this was the problem why it can't withdraw the funds was advised they were working on verification and it shouldn't take long and as of now I'm still waiting onna response via my email to say its completed.

This has been solved by the casino this case can be closed now thanks very much

Dear Deanp92,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru