Dear joelsmith17,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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

Hi,

yeah the problem is every time i speak to someone they ask for the documents again, when i speak to someone they say hey you need these documents for example, licence, bank statement and utility bill.

i attach all those documents and then a day later i follow up and they ask for them again.

so i upload them again… and the process begins again.

i did this again yesterday and they asked me to wait another 24 hours,

which i did. i asked for a phone call if anytbing is wrong so i can action or 24/7.

so how long does it take? because friends of mine never had this issue with KYC and i feel i’ve uploaded everything they have asked several times now and the money keeps getting transferred into my account again.

im happy to email you the documents so you can see i am uploading what is required.

Thank you very much, joelsmith17, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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 joelsmith17,

I have reviewed your case and understand your frustration. I would now like to invite King Johnnie Casino to the conversation to participate in the resolution of this complaint.

Thanks for following up. i will await a reply.

Hello joelsmith17,

We received the following email from King Johnnie Casino :

"Hi Petronela,

The casino had server issues that unfortunately took much longer to resolve than anticipated. Their technicians have however sorted these out now.

The management and staff of the casino sincerely apologise for the inconvenience this has caused all their players, and are working extra hard to ensure they attend to all their player queries as soon as possible.

Will it be possible to convey our message to all affected on the forum  

Regards

Levi "

Hopefully this means we will soon make some progress in resolving your complaint.

Hello joelsmith17,

Has there been any progress with your withdrawal?

We would like to ask King Johnnie Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear joelsmith17,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Best regards,

Adam