When I tried to withdraw my winnings they asked for the first 6 digits of my card and then the last 4 with exp and CVV along with picture ID . I sent it. Then they asked for the picture of the card which I haven’t had for months now because I only carry virtual cards in my virtual wallet. So then they said I can use any card cards I’ve used in the past 90 days as well. To which I’ve made a deposit with my GO2 bank debit card as well but then they said some one will contact me 11hrs from that time. I was really angry. So I let the winnings sit. Then finally when I got a hold of them again, they said the finance team don’t work weekends . And so my verification was more delayed. So I decided to play. Accumulated over 640 in winnings only to receive an email saying the denied my request to redeem because they need picture of my physical card. Remind you this is their way of verifying to see that it is you and not an imposter. USE F**KNG FACETIME!!!

Dear Shelven7,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Shelven7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

I apologize for the late response and would like to reopen this case if possible.

Thank you, Shelven7, for getting back to us.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

Dear Shelven7,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so.