BetRivers Casino Ontario - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

I requested a withdrawal and they won't let me withdrawal my money because of KYC even though I had to verify my age and send them identification to even be able to play any games on the casino, they let me use my ID in order to deposit and okay but not to withdrawal.

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Dear Dopeman9,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. Do I understand correctly that the casino is asking you to verify your account?

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Which documents have you already submitted, and when did you send the most recent one?
• Have you provided the required documents in the correct format?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Yes I understand KYC is mandatory, but I already had to verify my identity in order to deposit and play any games on the site. I sent them the only peice of id I have which is my health card but I can get my banking info for the account I used to deposit money into the account or a tax statement from CRA or a roe. Something from the government stating my name and age. All I have is my health card.

Thank you very much for your reply, Dopeman9. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Dopeman9,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru