Kiwi's Treasure Casino - El retiro del jugador se ha retrasado y los problemas con la cuenta persisten.

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Dear ChrisRademan,

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.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Could you please provide the exact date of your initial verification request?

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,

Katarina

Hi Katrina.

I am aware of KYC and have gone through that process many times. I sold enjoy slots.

The first request was on the 23 September where I replied directly to their email provided on the same day and have send them proof of ID and address. Since then I have send over and over every 48 hours upto now, 15 days later. Every 48hours when I contact them to hear on the progress they live chat comes back and says they have not received it.

After contacting them again this morning I received an email that asked for me to send it to an email address that i have send it to 4 times already. I did send again today before contacting you. All the emails shows as delivered in my send box. On the 6 October the Agent confirmed they received it., however when I contacted them this morning the online agent said they have not received it i must send it again. Attached is a screen shot that confirms receipt on their side.

3 Days has passes and still no response from this casino on the last email i send with requested documents attached. It is now been 19 days since I first send the same documents.

Good day.

I have received another email from the verification centre to say I must send my documents before they will proceed with my withdrawal. The funds has not shown in my casino account since my first withdrawal request. This time on the email they recommended sending it to an different email address to the last few. I have send it again but got a reply back in seconds that the email address is not recognized. I will attach screenshots of this email plus proof of every email I have send them since the initial request.

Dear ChrisRademan,

thank you for your messages and screenshots.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

Additionally, have you accumulated your winnings with the help of bonus, please?

Looking forward to your reply,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ChrisRademan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina