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Hello, I played live roulette and won £6000 on 10/05/23. Since then I have had a horrible experience in trying to get verified (been asked multiple times for the same information).

They have currently accepted all information sent. But haven’t heard anything in 7 days. When I email support they say ‘We will get back to you’ without any time frame.

Can you please help? This whole situation is very becoming very stressful.

Many thanks Vaughan

Dear Vaughan,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Vaughan,

Have you received your withdrawal from the casino yet?

Hello Kristina,

I haven’t. I have tried messaging support. They say it’s with the relevant department and to wait for a response. This has been going on for a week. I’m still not verified even though they’ve now accepted all information needed.

Regards Vaughan

Thank you for your reply, Vaughan. Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Hi Kristina, I have made some withdrawals for smaller amounts. I am still not verified, I have sent in everything asked (was a long and painful experience) I was asked multiple times for the same information. I have messaged support for updates but they take 4-5 days to reply, to which the reply states a member of our team will be in touch with know timescale. No bonus was used. Many thanks for the help.

regards Vaughan

Hi, I have received my money. Many thanks for the help.

Dear Vaughan,

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,

Kristina

Casino.Guru