The player from the United States is experiencing difficulties withdrawing his winnings due to ongoing verification. The casino stated that the proof of address document was still required to complete the process. The player stopped responding and so the complaint was eventually rejected.
VIP Casino Royal - Player’s struggling to complete account verification.
Amount: $2,000
VIP Casino Royal
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.9
VIP Casino Royal has a Safety Index of 3.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Hello Ghaleyboy23,
I have received an e-mail from the casino stating that your withdrawal was not processed due to an issue with the document that you submitted as proof of address. I have asked them for more information and will update you here when I receive a response.
Kind regards,
Adam
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2 years ago
Hello Ghaleyboy23,
Further to my last post, the casino has clarified the situation. The proof of address document that you submitted was unclear, and so the casino has requested a clear copy in .pdf format. As soon as you have submitted this and passed the verification, you will be able to make a withdrawal.
The casino also stated that you have used offensive language and/or images, if this is indeed the case I would recommend that you do not do so moving forward.
Please let me know if you have re-submitted the requested document.
Kind regards,
Adam
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2 years ago
Dear Ghaleyboy23,
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.
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2 years ago
Dear Ghaleyboy23,
I will contact the casino once more to see if I can clarify the issue with your documents.
Kind regards,
Adam
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2 years ago
Dear Ghaleyboy23,
Has there been any further progress with your verification? Have you been able to provide the documents the casino has requested? Please provide an update on the situation.
Kind regards,
Adam
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2 years ago
Dear Ghaleyboy23,
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.
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2 years ago
Dear Ghaleyboy23,
Please clarify exactly what it is that the casino has told you. Is the outstanding document still the proof of address? What have they stated is wrong with it? Please provide details, or I am afraid it will be difficult to find any sort of resolution to this issue.
Kind regards,
Adam
