I have withdrawn my winnings but every time I check back they say they are waiting for the finance department to contact me. They continually say they have sent me an email but I have not received it. I have checked all folder and no email. They cannot process the withdrawal without verifying my ID. I am still waiting for the finance dept to contact me with the email regarding verifying my ID. This has been an absolute nightmare!

Dear Joanna,

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. It seems that the casino has a strict verification process, but it's not unusual.

Could you please advise if you have received any registration email from the casino in the past? How did you submit other documents required for the account verification? Do I understand it correctly that uploading your picture ID seems to be the only obstacle standing between you and your winnings?

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

Hello. Thanks for that. The only emails I have received are showing what I have deposited into the account and and promotional bonuses (which I have definitely not accepted as I read the reviews on here). They have not replied to my email and have not sent my any correspondence. The online chat lady informs me that they have sent me the emails but they have not and I have double checked my email

and spam folder. She then told me she has requested a call back from their Manager, which was meant to be at 11 this morning but no call. They are holding back paying out my winnings.

Thank you very much, Joanna, for your reply.

Could you please advise which email address you have submitted when registering your casino account and confirm that you haven’t uploaded any other documents for the account verification yet? 

Morning. Checked my account today and my withdrawal has been cancelled again as they have not received my email. Spoke with customer chat and they asked for another email address and to send my verification details to the customer care email. She confirmed she received my email and will forward to the finance department to check my ID. I hope this time it works. She said that they tried calling me yesterday but not on the number stored on my customer details. They are telling a lot of lies. Thanks.

Dear Joanna,

I fully understand your frustration but please allow it a little bit more time. If there’s no development by the end of next week, we will get involved. Thank you very much for your patience and understanding.

Thanks but waiting that length of time will certainly not help the situation. I have now withdrawn 4 times which then have always been rejected. They have not contacted me to let me know the withdrawals were not successful. They continually tell me they have sent emails to my address which I have never received and they told me their manager tried to contact me by phone yesterday. My phone was on all day and no calls. They use every excuse not to pay out my winnings.

Thank you very much, Joanna, for your reply. 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 Joanna,

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

We would like to ask the Triumph 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.