I deposited on this casino.

I won ￡360 EUR I tried to make a withdrawal of ￡360 EUR my withdrawal got rejected after waiting 36 Hours I contacted customer support they asked me to make another withdrawal request I did so after another 36 Hours Withdrawal rejected yet again! I received an email asking me to send ID Verification I send every ID Document I had including Driving Licence Front and Back of my Debit Card And documents to prove my address, I made another withdrawal was REJECTED Yet again! After speaking with them they Asked me to send some more ID Verification I did so and My Next Withdrawal was yet again Rejected?!

Dear Samantha,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Have you accumulated your winnings with or without active bonus? Thank you in advance for your reply.

Best regards,

Petronela

Hi,

This has been going on for around 2 weeks now, I first sent over verification of all my documents around 9 days ago I did this by my own decision hoping they would process my withdrawal for me I then received an email asking for ID verification which I'd already sent so I sent this over again, my next withdrawal got declined as they stated they couldn't accept my proof of address which was a council tax bill dated within the last 2 weeks they tried to tell me it was dated more than 3 months ago, so I sent another proof of address withdrawal has been rejected once again!

I have NO active bonuses id just like to receive my withdrawal and this seems to be proving very difficult.

Thanks Samantha

Thank you very much Samantha for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Samantha,

I looked at your complaint and will do my best to help you. I would like to invite Fortune Clock Casino into this conversation. Can you please specify what is the problem with player’s verification and withdrawal process?

Hi, Samantha, Petronela and Viliam!

Samantha, could you tell me please did our support or payment team give you an answer why is such delay?

And is everything fine about payment transfer? I mean some banks decline payments that`s why delay occure!

sincerely

FortuneClock Team

Dear Samantha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.