Hello. The problem arose on September 25. I requested a withdrawal. At the moment, my account is fully verified (I have uploaded an identity document, as well as confirmation of the payment method). After 24 hours they denied me the withdrawal and asked me to send a selfie with a document. I have completed this application. The casino did not give a response for 3 days (although when uploading the document it is indicated that the processing time of the document is up to 24 hours). In support, they told me that my photo would not be accepted, it supposedly had some kind of filters and they asked me for a new photo. I took a new photo with a digital camera. He also refused and was asked to take 3 selfies from different angles. I did all this on September 27th. The casino stopped giving information again. And just a week later, on October 5, they wrote to me that the photo on my document was invalid and they needed a new one. Although this photo was taken more than 2 months ago. And those 3 selfies were rejected without explanation, the site also said that the account was blocked. I uploaded a photo of the document, but still no response. In the support chat they answer me that my account is under study and the terms are not called. I think the Casino decided to take my money. I am extremely upset that the site accepted my deposit in a split second and I have not been able to receive a payment for a month. At the same time, the casino requested a large amount of personal data. I also spend a lot of time on these complaints and contact the site support.

Hola. El problema surgió el 25 de septiembre. Solicité un retiro. Por el momento, mi cuenta está completamente verificada (he subido un documento de identidad, así como la confirmación del método de pago). Después de 24 horas, me negaron el retiro y me pidieron que enviara una selfie con un documento. Completé esta solicitud. El casino no dio respuesta durante 3 días (aunque al cargar el documento se indica que el tiempo de procesamiento del documento es de hasta 24 horas). En apoyo, me dijeron que mi foto no sería aceptada, supuestamente tenía algún tipo de filtros y me pidieron una nueva foto. Tomé una nueva foto con una cámara digital. él también se negó y le pidieron que se tomara 3 selfies desde diferentes ángulos. Hice todo esto el 27 de septiembre. El casino dejó de dar información nuevamente. Y solo una semana después, el 5 de octubre, me escribieron que la foto de mi documento no era válida y necesitaban una nueva. Aunque esta foto fue tomada hace más de 2 meses. Y esos 3 selfies fueron rechazados sin explicación, el sitio también decía que la cuenta estaba bloqueada. Subí una foto del documento, pero todavía no hay respuesta. En el chat de soporte me contestan que mi cuenta esta en estudio y los terminos no estan llamados. Creo que el Casino decidió tomar mi dinero. Estoy extremadamente molesto porque el sitio aceptó mi depósito en una fracción de segundo y no he podido recibir un pago durante un mes. Al mismo tiempo, el casino solicitó una gran cantidad de datos personales. También dedico mucho tiempo a estas quejas y me comunico con el soporte del sitio.

Hello kolostavela446,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with L?wen Play Casino ES. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did you accumulate your balance with real money or bonus money?

Looking forward to your answer.

Regards,

Nick

Hello.

1. The control is carried out from October 6.

2. Approved ID and photo of my bank card.

3. Unverified: 1st selfie with my ID, 2nd selfie with my ID, 3 selfies with my ID from different angles.

4. The last time I spoke with the support team was on October 17. I asked how long the verification would take. The support, as before, says the same. Checking in progress, dates unknown, please wait.

5. I was sent a deposit bonus. I played with him. But I spent all the bonus funds. After that, I made a second deposit and played exclusively with my own funds.

Hola.

1. El control se realiza a partir del 6 de octubre.

2. DNI homologado y foto de mi tarjeta bancaria.

3. Sin verificar: primer selfie con mi identificación, segundo selfie con mi identificación, 3 selfies con mi identificación desde diferentes ángulos.

4. La última vez que hablé con el equipo de soporte fue el 17 de octubre. Pregunté cuánto tiempo tomaría la verificación. El soporte, como antes, dice lo mismo. Comprobación en curso, fechas desconocidas, por favor espere.

5. Me enviaron un bono de depósito. Jugué con él. Pero gasté todos los fondos de bonificación. Después de eso, hice un segundo depósito y jugué exclusivamente con mis propios fondos.

Thank you kolostavela446 for all the information. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello kolostavela446

I'm Michal and I have taken over this complaint. I have reviewed this case and I would like to put to your attention the fact that KYC as well as AML 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 fair licensed casinos takes KYC or AML lightly.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite L?wen Play Casino ES to join the conversation.

Dear L?wen Play Casino ES,

What was wrong with the player's selfies? What other, if any documents or proof needs to be provided by the player to successfully finish the verification process?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Our team is working on the verification of the documentation, and kolostavela446 was informed accordingly.

As a regulated Casino we take very seriously all required processes on KYC. We will keep you posted with new updates very soon.

Thanks

Dear L?wen Play Casino ES

Can you please give us some updates?

Hello. I'm desperate. The casino ignores all my emails. Every time I contact online chat, they tell me the same thing. It is not clear how long to wait. The chat operator means that he does not have all the information. This is the responsibility of another department. When asked for a written comment from this department, I receive the same response. Be patient and they will contact you.

Hola. Estoy desesperado. El casino ignora todos mis correos electrónicos. Cada vez que me comunico con el chat en línea, me dicen lo mismo. No está claro cuánto tiempo hay que esperar. El operador del chat se refiere a que no posee toda la información. Esto es responsabilidad de otro departamento. Cuando se me pide un comentario por escrito de este departamento, recibo la misma respuesta. Ten paciencia y se pondrán en contacto contigo.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Our team is working to solve this situation and the customer (kolostavela446) has been informed accordingly.

We will keep her updated with new information as soon as we can.

Thanks

The casino is lying again. The casino has not contacted me since 10/14/2022! On 11/18/2022 I received an email saying my account was not verified. Although in my personal account it is clear that my id was uploaded before and accepted!

The casino guarantees that the check will not last long. In my understanding, not a long time is a few days. And my problem has not been solved for the second month. I can't call it anything other than humiliation!

El casino miente de nuevo. ?El casino no me ha contactado desde el 14/10/2022! El 18/11/2022 recibí un correo electrónico que decía que mi cuenta no estaba verificada. Aunque en mi cuenta personal esta claro que mi id fue subido antes y aceptado!

El casino garantiza que el cheque no durará mucho. A mi entender, no mucho tiempo son unos pocos días. Y mi problema no ha sido resuelto para el segundo mes. ?No puedo llamarlo de otra forma que no sea humillación!

As you can see, the casino is buying time. The casino writes according to the same pattern! You'll have to wait. They do not give any date. There are no objective reasons either. They're just trying to steal my money.

Como puede ver, el casino está ganando tiempo. ?El casino escribe de acuerdo con el mismo patrón! Tendrás que esperar. No dan ninguna fecha. Tampoco hay razones objetivas. Sólo están tratando de robar mi dinero.

Dear kolostavela446

I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. This is a standard procedure and although I can agree with you that the whole process can be done more quickly or more user-friendly, the casinos need to follow certain regulations and processes.

At the moment I can only advise you to be please patient and wait for the casino's conclusion.

Today I received a payment to the card for the amount of 110 euros. They sent me an email with this text.

Hello Maria Isabel Vela Moreno

Other important notes:

We are contacting you to inform you that we have refunded your deposits (€110) to the card ending in *8459.

We have suspended the account for not being able to properly verify all account information.

Any questions please contact us.

I ask the casino to make a detailed comment on this letter. Namely, this part: "We have suspended the account for not being able to properly verify all account information."

That is, the casino did not properly verify my account for 2 months. My account is blocked and my winnings cancelled! This is arbitrariness.

I need the activation of my account to be able to request the withdrawal of my earnings!

Hoy he recibido un pago a la tarjeta por importe de 110 euros. Me enviaron un correo con este texto.

Hola María Isabel Vela Moreno

Otras notas importantes:

Nos ponemos en contacto contigo para informarte de que hemos procedido al reembolso de tus depósitos (€110) a la tarjeta acabada en *8459.

Hemos suspendido la cuenta al no poder verificar adecuadamente toda la información de la cuenta.

Cualquier duda, ponte en contacto con nosotros.

Le pido al casino que haga un comentario detallado sobre esta carta. A saber, esta parte: "Hemos suspendido la cuenta al no poder verificar adecuadamente toda la información de la cuenta".

Es decir, el casino no verificó correctamente mi cuenta durante 2 meses. ?Mi cuenta está bloqueada y mis ganancias canceladas! Esto es arbitrariedad.

?Necesito la activación de mi cuenta para poder solicitar el retiro de mis ganancias!

Hi kolostavela446,

Following the article 33.2 RD 1614/2011, we have temporarily suspended your account as we can't confirm that the documents you have sent us are valid.

We will be working to verify the documents you sent and/or request any other if necessary.

In the meantime we have returned your initial deposits, and if we conclude there's no further problem, we will reopen your account.

We've been also in contact with Casino Guru and they are aware of all the steps that we are following.

Thanks

Dear kolostavela446

After close consideration of all information we have for now, we decided to rule this complaint for now as "Unresolved - insufficient evidence".

We understand this probably isn't a fully satisfactory solution to your issue however, the casino has returned your initial deposit which we consider fair in the current situation. We will still cooperate with the casino in the background to fully examine this case which can take several months and once any new facts occur or we come to a final conclusion you will be notified by email. If you have any additional questions you can contact me at [email protected]

I would like to thank you for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

We are here to help.

Best regards,

Michal