I've signed up to this casino deposited a substantial amount and luckily won a good amount. I am trying to withdraw no one is getting back to me. There saying a valid UK driving licence is not a form of identification! I have emailed over my old passport, bank card, letters, even my birth certificate and no one has got back to me. There's no telephone number and I'm just getting no where.

Dear Redroseja16,

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 can 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.

• Could you please confirm you submitted valid (not expired) documents only?
• When did the verification start, and when was the last time the casino contacted you regarding account 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Redroseja16,

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.

Update they have confirmed my driving licence as identification, however, I won ￡2000 euros in total on this site. While waiting for conformation of identification so I could withdraw my funds they assured me my funds where safe. I have logged into my account and the 2000 euros along with my gaming history has disappeared! I am furious and no one in live chat or email can confirm how my money along with my gaming history has disappeared. I find this very strange. It was a large amount of money to dissappear and no one seems to want to look into this and help me.

I have screen shots of the conversation via live chat how do I add this please regards Alexandra

Thanks for the update,

I understand your frustration.

• Could you please share screenshots from the account detailing how it looks like for your gaming history and withdrawal status in your transaction history?
• You can post screenshots here or send the information to my email at [email protected]

Dear Redroseja16,

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.

I emailed you them over still getting no were with them

Thank you very much, Redroseja16, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Redroseja16!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Redroseja16, hello!

I have received the information from the casino representative, that you have passed the verification process successfully and are free to withdraw your funds now. Can you confirm it?

Dear Redroseja16,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.