I registered my account, made 5 deposits above $1200. I was constantly losing but started winning (but still haven't even wagered the amount of deposits). The casino does not want to withdraw my money, I sent them a bank statement from one bank, then a bank statement from the second bank, then an internet bill. This casino does not accept any document and does not withdraw my winnings. 

I play from Russia, just to register with you Russia did not find.

Dear ARTEMD,

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.

• Could you please list which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did the casino approve any documents? Is it possible to check the status of the documents you provided?
• Could you please share with me your communication with the casino? 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,

Tomas

Hello, Thomas. 

It's not like I refuse to undergo identity verification, in fact, I did it within minutes of them requesting verification. 

I immediately passed the id verification and sent them my bank statement. But still end up rejecting the documents for the address simply because they want to.

1. They were given the bank statement for that month, the bank agreement, and the electricity bill for December. All documents have my address, my details and the date of issue.
2. Yes, they asked for a pdf or photo. I sent the electricity bill in photo format and the bank contracts in pdf format.
3. Sent you all the information you requested.

Thanks for the explanation and the information provided.

From the screenshots you sent me it's not obvious whether the casino gave you a reason for why your documents weren't accepted.

Has the casino specified the reason?

Please let me know about any further developments.

The casino does not indicate the reason, during this time, while you answered me, I sent them more documents, in total they came out 12. 

After that I asked them to just close my account and withdraw my deposit. They closed the account and stopped responding, just took my money. 

It is worth considering that the balance on the account is even less than the deposit, they do not care, they just took away my money. 

Thank you very much, ARTEMD, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([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.  

The casino withdrew the money

Dear ARTEMD,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo