Videoslots Casino - Player's withdrawal request is stalled due to ID verification.

I joined the casino and deposited £10 i won £5 so decided to cash out 15 pounds they refuse to give me it without ID but they took the deposit under gambling commission guidelines they can't ask for ID on withdrawal they refusing to give me it i sent them a utility bill and they didn't respond it seems to be an ongoing problem with a lot of people and I'm a bit annoyed the casino Guru for recommending this casino

Dear karenatkins1974,

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 providing a picture ID seems to be the obstacle standing between you and your winnings? Have you provided any picture ID at all, please?

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

Best regards,

Petronela

No I don't have a passport i don't drive a car because I am disabled so don't have a driving license put the gambling Commission in the UK are stated you cannot ask for ID on conditional of withdrawal when they could have asked ID before I made a deposit unless I won of course 2 million pounds that's a little different. but the UK gambling commission website States you cannot make ID a condition of withdrawal when they could have done earlier before the game and deposit which states are in section 14 they cannot ask for ID for condition of withdrawal and when I joined I got the tick Mark saying verified, secondly it would not let me look at any terms and conditions because on the page when you join the only thing what comes up is make a deposit first which I find very misleading you can't click on your account or Nothing it's only when you make a deposit you can then click on your on your name to look under accounts

I'm sorry but the casino needs to verify your identity. Is there any personal document that you could provide that would help with the verification?

Dear karenatkins1974,

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

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.