I’m going through the verification process, it’s going strangely, they didn’t even respond by email about receiving the documents. I hope I will withdraw my funds

прохожу процесс верификации, как то странно проходит, они даже не ответили на почте о получении документов. надеюсь я выведу свои средства

Hello. I am sorry to hear you are in this state of mind right know. May I ask when exactly have you sent your documents to the casino? You could try to contact them, if you feel that your waiting has been too long. The live chat or the support will perhaps answer the question about receiving the documents, or even could explain the delay of verifying those. Would you try it, perhaps?

unfortunately, now they write that the verification is being delayed, and have set a period of 3-5 days. the first time they wrote it takes 72 hours to check.

к сожалению, теперь они пишут что проверка затягивается, и установили срок 3-5 дней. в первый раз они писали 72 часа занимает проверка.

I have had my withdrawal cancelled 6 times and all the live chat members are ignoring me. I have been promised my withdrawal would be processed about 3 time by live chat members but every time it gets cancelled. Now when I mention it is me to a live chat member they ignore me.

Looks like I need to file a complaint against them

нужно похоже создать жалобу на них

they just ignore you in chat, it's a complete scam

они просто игнорируют вас в чате, это полный скам

Hello. Did anyone from the support confirmed they have received you documents? The verification process could actually take few days, it is not that unusual for the online casinos, I would say. We give casinos 14 full days for the verification to be done, before our complaint team intervene. Try to be little bit patient and give us any updates from the casino, please.??

Hello there. Sorry to hear about your issue with this casino. I can see you have already submitted a complaint with our team ??. I firmly believe they will do everything they can to get this case resolved. How long are you waiting for the withdrawal, if I may ask? Have you had any luck in contacting the support by email, maybe???

I have contacted them multiple times via email and have had no luck in getting a response. I spoke to a a live chat member this morning who promised me they found the glitch in their system and that my withdrawal will be processed this time. I originally made the withdrawal on Wednesday but since then it has been rejected 8 times. Apparently my account was showing up as unverified even though they previously has verified my accounts. I will Keep you up to date to whether they have told me the truth

Hello and thank you for the update. Right now actually comes to my mind, if you have maybe tried some other payment method or the withdrawal, or if you would consider it??? Anyway, I will keep my ?? and wait for the news from your side ??.

They cancelled it and said i need to give them additional Kyc. This was Told to me after other live hat members had told me that my account was alreayd fully verified.

this is in their ts and Cs  The Website reserves the right to carry out additional KYC verification procedures for any withdrawals exceeding €2500 or equivalent amount in Cryptocurrencies, as regulated by our gaming license, and further reserves the right to carry out such verification procedures in case of smaller withdrawals, as demanded by our gaming license. Account Holders who wish to recover funds held in a closed, locked or excluded account, are advised to contact Customer Support.

considering my withdrawal was less than this I don’t see how this is legal whatsoever

This is beyond frustrating and I can’t believe they have done thsi

Hello. I'm sorry you are still in this kind of situation, and I can surely understand your frustration. Nice of you, that you keep our complaint team fully updated. I have read all the information you have provided in your complaint, and it seems to me like a never ending story, I would say. So let's see if Greg from the live chat was actually right and your account has been finally fully verified. Please continue to keep us updated, so in case you need our team to intervene, they will do so. Have you heard anything new from the support by now?

I haven’t heard anything yet and just checked and my withdrawal is still pending. I think I have come to the conclusion that this website is a full on scam as I have not seen one example of someone actually ever receiving their withdrawal from this company. If you could please tell me if you have spoken to people that have ever actually received money from this website please let me know. I very much doubt that they even have a finance team whatsoever or that they have even processed one withdrawal. It’s a shame because I really need this money and I will never access it.

The only thing I found were two other complaints about the withdrawal verification procedure.

I am afraid not much to work with. For the content, reviewing user reviews is even worse.

I wish I could find something positive to share...

That’s a shame. Atleast they can’t claim my account is unverified as multiple chat members have already told me it was. To be honest I wouldn’t be suprised if they did pull something like that. Maybe if someone from casino guru speaks to them and applies some pressure they will be more likely to actually pay me out. However I wouldn’t be suprised if they ignored you aswell. I have yet again been promised that my withdrawal will be processed in the next two hours but I would say the chances of this are very slim. The most annoying thing about this company is the chat members constantly lie to you and tell you that your withdrawal will be processed when they have no intention of actually doing anything to resolve the problem. Maybe the rating of this company should go down on this website as 5.5 doesn’t truly represent how incompetent they truly are. Thanks for the help Radka. Who knows maybe one day I will acces this money. I know they hope that I will gamble this money everytime they cancel my withdrawal but I am commited to truly solving this and showing the true colours of this casino for every else to see

I've read about your problem and it's quite a difficult situation. As Tomas said in your complaint, if you can't resolve anything with the casino, our team will intervene and contact them, so you need to be patient. 

I also see that the chat always just tells you that your withdrawal will be approved but nothing happens and it's the same old story over and over again. 

As for the safety index itself, if the casino doesn't try to resolve your situation and the complaint will go unresolved, it will get black points which will affect its rating. 

However, as I mentioned before, you need to be patient for some time. Tomas will surely get to you, but you are not the only one who has a complaint, so give him a while. You're certainly not being ignored. At the top right of your complaint you have a timer that shows how long each side has to respond.

I hope your case is resolved soon. If you have any update let me know.

they wrote yesterday that my verification would be passed, more than 8 days have already passed. Now they ignore you in online chat. it's absurd to give this bookmaker a 5 star rating

Do you know why my review of this place is still under review. I was told it takes 48 hours and I don’t see why it has not been accepted