The player from Sweden had faced issues while withdrawing his funds from an online casino, despite going through multiple verification processes. The casino had requested additional documents, which were to be manually created by the player's bank. This had resulted in the withdrawal being pending for approximately 90 hours. However, after the player's repeated communication with the casino, his withdrawal had been approved and processed. The complaint had been closed as 'resolved' by the Complaints Team.
WinLegends Casino - Player with delayed withdrawal due to excessive verification.
Amount: 9,070 kr
WinLegends Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
I have verified 3-4 times and provided every single document available. The support tells me today to send in documents regarding my deposit account and I do it. 5 hours later they answer and ask for another document with info that is not included in any document. So it has to be created manually by my bank just for this casino.
They are clearly stallers that aim for the player to cancel their withdrawal. My withdrawal has now been pending for almost 90 hours and is still available to cancel.
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9 months ago
Dear Doobz,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
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9 months ago
Hello Petronella. Yes I know all about KYC since I played for 20 years. The casino has now approved my withdrawal and its said to be processed today. They verified me with same documents they had available since thursday, so for 3 days they just stalled the withdrawal for no reason and asked for info they already had. They couldnt explain why. Thats why stalling comes to mind.
But now I am verified and waiting for my withdrawal to be processed. The support said they understood my frustration bcs I was verified on the same documents that I had to send in multiple times. They are still reasonable this casino. Im still waiting for withdrawal to be processed though.
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9 months ago
Money has been paid out. No reason for the earlier stalling though. After withdrawal I had only dead spins, regardless the provider. I suspect limiting after I cashed out. Switched to a new casino and slots there behave like normal. Are we being limited after winning?
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Doobz, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
