I applied for a withdrawal at this casino and submitted the documents for KYC.

As a result, the casino denied the withdrawal if it did not meet the criteria.

They claim to have their own KYC system, which is also different from their licensing policy, but they do not disclose any specific criteria, so we do not know what we need to submit in the first place.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures 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 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 you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Did the casino reject all the documents you provided or were any approved?

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

I sent my passport, proof of address and pay stubs.(6/12)

The casino rejected everything.

Dear andandjonnyx, when did you submit a withdrawal request, and when did you send the documents for verification?

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.

6/5

Dear andandjonnyx, please let me know if you have already forwarded the communication between you and the casino. I haven't received any emails from you so far.

No specific correspondence to submit.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Peter ([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 there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Grams.bet Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!