I have submitted my kyc details on Wednesday but its been passed 6 days my kyc is still not completed because of which I am not able to take withdrawal

Dear Amaankrrr,

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 can 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 you sent the last one?
• Have you provided all the required documents and in the correct format as soon as possible? 
• Did the casino start the review of your documents? Have you been informed bout it?

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, 

Natalia

Dear Amaankrrr,

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.

Yes ma'am I have submitted adhar card as a national id proof for the kyc verification and they have sent it for processing and it is still on processing and they are not responding through any of their customer services

Thank you very much for your reply, Amaankrrr.

Did the casino only ask you to verify your ID document, and no additional information was requested?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here.

Thank you in advance.

Dear Amaankrrr, thank you for your email. Can you please specify where you submitted your mobile number? Did you mean in the chat? And who was saying it is wrong if you received replies only from bots?

Yes they are replying only from bots and saying that my number is not registered and they are not allowing me to withdraw even after my verification is completed.

Thank you very much, Amaankrrr, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Amaankrrr,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear Amaankrrr,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Dear Amaankrrr, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.