Hello,

I've Uploaded my documents for KYC procedure on May 4 2022 and it is not complete to this day ( June 17 2022 ).

I.played the money I initially ask for withdrawal back then but now I have another withdrawal in process since June 14 and still no news at all from the casino. Not for the KYC procedure or the withdrawal. I've sent an email asking trough the website asking what was going on and I got nothing back. Complete silence.

I have attach the first email I received from them asking me to upload the document...wich I did.

Can you help?

Thanks a lot

Dear vincvinc1980,

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

Have you been informed what specifically seems to be a problem in verifying your account?

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

Hello,

I don't have an issue with the KYC procedure and I understand why it is important.

I do have an issue with the fact that it is not done after 6 weeks of me sending the documents and I didn't receive any comeback when I'm asking why is it taking so long.

I also ask in the luve chat and I was told that my document are still being process...that it.

I do also know that some casino makes that procedure as long as possible so people finaly play the money they wanted to withdrawal and this casino seemed to be one of them as other people had the same experience when I read the review..

Thank you very much, vincvinc1980, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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 vincvinc1980,

I will assist you with the complaint from now on. 6 weeks seems sufficient time to either complete the check or to provide you with an explanation of why it's taking so long. I would like to ask the representatives of Will's Casino to join the conversation in order to help us resolve the situation.

Will's Casino,

could you comment on the status of vincvinc1980's verification?

Hello, my account is now verified. Just took 50 days ??

Thanks for your help !

Hello vincvinc1980,

I am glad there is progress. We will keep the complaint open until you confirm the withdrawal was successful. Please keep us updated about the status of your withdrawal. Much appreciated!

Hello,

There no withdrawal in process. I played all of it as I don't want to deal with this casino anymore.

You can close all of this.

Thanks again !

Thanks for the update, vincvinc1980.

Thank you for using the Casino Guru complaint resolution center. As the main issue has been resolved we will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.