My account was verified in 2020 but since I had a break and reopened my account they wanted me to re verify. Which is fine so I gave them all documents needed.

They won't accept my ID driving licence and said passport only but my passport is now out of date. I have 400 euros in the account I want to withdraw I said I was happy to lose the winning and get my deposits back but they are refusing.

Dear Elzytew,

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 why your picture ID and Driving License haven't been accepted?

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,

no they didn't give me an exact reason just that they do no accept driving licences.

Terms and conditions states I can provide ID card but we don't have ID cards in the UK.

My account was verified in 2020 so not sure why they un verified it.

I have also given them proof of address ,proof of ownership of the payment methods used on the account (both-sided visible photo or scan of card(s) used to make deposits on the site, with first six and last four digits of the card number left visible, CVV code on the back must be hidden, bank statement for the card(s) used showing recent transactions made to us) and anything else they have asked for but they still declined withdrawal.

Thanks.

Thank you very much, Elzytew, 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 Elzytew,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite WG Casino to the conversation to participate in the resolution of this complaint.

Hello Elzytew,

I am awaiting a response from the casino and so will extend the timer for 7 days.

Has there been any further development with your verification?

Hi,

No the "VIP manager" emailed me and said he will call me to discuss but he never did. This is the same man who told me they definitely wont accept the passport.

Thanks

Hello Elzytew,

I tried to get in touch with the casino but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing 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 may help to change the casino's approach.

I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.

Best regards,

Adam