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I withdrew £400 in 3 separate transactions on the 1st July and the 2nd. The transactions weren’t processed until the 10th July and I was asked to wait 5 business days which I have and I still haven’t received my money despite going back and forth with the casino. This also happened at the end of June where I withdrew £200. They said I received this money after sending bank statements but I clearly didn’t. I have proof of live chats and transaction history please help.

Dear Dm99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have received a successful withdrawal(s) before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi I have had many successful withdrawals before and no this was not a bonus. What is a kyc verification

Thank you for your reply, Dm99. Verification KYC (Know Your Customer/Client) is a very important and essential process, during which a casino verifies a player's identity to make sure that the money is sent to the rightful owner. In order to verify the player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc. 

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you provided any documents to verify your identity?

Yes I have done this

Thank you for your reply, Dm99. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

If possible, please post a screenshot of your withdrawal history here in this thread. Thank you.

Dear Dm99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.