Hi. I,m disappointed with this casino.

I want to make an withdrawal and I can't be able because the casino don't let me until I get my account verified.

I understand that, but what I don't understand is ,after I request by live chat to verify my account, they said that I have to wait in a period of 72 hours to get my account verified by the kyc team. In the present,is a joke take so long to do a verification,but ok, the casino have is own rules,and after 72 hours, still don't have any information about my verification,I went to a live chat session again ,and they told me that I have to wait more 24 hours, and this is disrespectful and I start thinking that I was scammed. Can you help me to solve this problem and get my account verified to be able to cash out my winnings?

Best regards

Vitor O*******

Dear Bufalo42,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

No one reported any problems with the account to me. Through live chat, they checked all my documents that they asked me for and there were no problems. They then said that the ktyc department would verify my account within the next 72 hours. Ok, I respected the waiting days and after 72 hours nothing was resolved. I went to the live chat again, they apologized and said that in the next 24 hours my account would be verified by the responsible department. After another 24 hours I'm still in the same situation.

I also sent an email to support and after 24 hours I didn't even receive a response. I've never waited so long for an account verification at a casino, and this one didn't do what it promised me within the deadlines they told me they would do. Lie after lie. This shouldn't be how you treat a customer, as my deposits are processed immediately.

Ninguém me referiu nenhum problema na conta. Através do live chat, verificaram todos os meus documentos que me pediram e n?o houve nenhum problema.depois disseram que o ktyc department iria verificar a minha conta nas próximas 72 horas. Ok ,respeitei os dias de espera e após 72 horas nada resolvido.fui ao live chat outra vez ,pediram desculpa e disseram que nas próximas 24 horas a minha conta seria verificada pelo departamento responsável. Passado mais 24 horas continuo na mesma situa??o.

Enviei igualmente um e-mail para o suporte e passado 24 horas nem resposta recebi. Nunca esperei tanto tempo para uma verifica??o de conta num casino, e este n?o cumpriu com o que me prometeu nos prazos que me disseram que o iriam fazer. Mentira atrás de mentira. N?o deveria ser assim que se trata um cliente,pois os meus depósitos s?o processados imediatamente.

One more update. In my live chat session today, the operator didn't even make an effort to give me an explanation as to why this was happening, and the session ended due to user inactivity, which is a lie. Very bad

Mais um update. Na minha sess?o de live chat de hoje, o operador nem sequer se esfor?ou por tentar me dar uma explica??o do porquê de isto estar a acontecer, e a sess?o terminou por inatividade do utilizador,o que é mentira. Muito mau

Tomorrow will be 7 days since I requested verification of my account, and so far nothing.

Amanh? irá fazer 7 dias em que requisitei a verifica??o da minha conta,e até agora nada.

Thank you very much, Bufalo42, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Bufalo42 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FoxyPlay Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

I came here to inform you that my account has finally been verified, and that I have already managed to make a withdrawal, which will supposedly be processed within 72 hours, but I don't really believe it.

I remain suspicious of this casino, but if they actually make the transfer via Skrill within 72 hours, which should be between 24 and 48 hours, I'll be happy!

vim desta informar que finalmente a minha conta foi verificada, e que já consegui fazer um levantamento, que supostamente irá ser processado em 72 horas, mas n?o me acredito muito.

Continuo desconfiado em relac?o a este casino, mas se realmente fizerem a transferencia por skrill em 72 horas, que deveria de ser entre 24 a 48 horas , já fico feliz!

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

ok. there are 2 hours left before the processing period for my withdrawal ends (72 hours), which they assured me that it would be done within that period, and which is written in the casino's terms and conditions. They haven't done so yet, so I would like to keep my complaint open until this entire process is completed.

Thank you for your attention.

ok.faltam 2 horas para acabar o periodo de processamento da minha retirada( 72 horas), em que me garantiram que seria efetuado nesse periodo, e que está escrito nos termos e condi??es do casino. ainda n?o o fizeram, por isso gostaria de manter aberta a minha reclama??o até ser finalizado todo este processo.

obrigado pela vossa aten??o.

Everything is solved now.thanks for your concern.

Wish you all the best

Dear Bufalo42,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter