Dear Frederique,

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.

However, I would like to emphasize that sending personal documents to "unofficial" email address is highly unusual. Could you please advise what kind of documents you have sent and how many days ago you have requested your withdrawal and started the verification process?

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

I was asked to send Id and utility bill

that has been done

Hi would like to close my account with them can you help?

Thank you very much, Frederique, for your quick reply. I have checked general terms and conditions, and this is what I found https://www.casinovenetian.info/en/faq/responsible-gaming/: 

"The Account may be closed at any time by the User. All available balance in the Account will be returned to the User and repayment method for these funds will be Casino Venetian's sole discretion. Casino Venetian shall deduct payment charges for such withdrawals."

I would suggest sending an email to [email protected] stating your casino username and a reason why you wish your account to be closed and for how long. If you wish you can CC me [email protected] on that email. 

Dear Frederique,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.