The player from Greece faced difficulties withdrawing his winnings after making a deposit of 20 euros and reaching a total of 170 euros. Despite submitting KYC documents, the casino continued to request additional information, leading him to believe they did not intend to process his withdrawal. The issue was resolved after the player confirmed that the identification process had been completed, indicating that the casino had accepted the submitted documents. The complaint was marked as 'resolved' in the system, and the player was thanked for his cooperation.
Gamblezen Casino - Player’s withdrawal is delayed due to KYC requests.
Amount: €170
Gamblezen Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Gamblezen Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello casino guru, I made a deposit of 20 euros, I reached 170, but they keep asking for KYC cards, I think they don't want to pay, I have a week, so no matter what I send, they keep asking for something else, I only played with cash, without bonuses, I am looking for your valuable help, thank you in advance!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear alexisrosos,
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 take 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?
Have you provided all the required documents as soon as possible and in the correct format?
Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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,
Dominika
Public
Public
2 months ago
Translation
Hi Dominica, I sent the files to your email, thank you very much!
Automatic translation:
Public
Public
2 months ago
Translation
Okay, I want the issue to be closed. They sent me an email that the identification was done. I don't know if you helped, but I thank you in advance.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear alexisrosos,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
www.kpvfaw.com
