I've been trying to withdraw my winnings for 3 weeks now. They've asked me to go through the document verification process and I've uploaded everything they've requested. I've confirmed with the support chat each time whether they have all the documents they require and I keep being asked for 1 more each time. When I upload this and try to make a withdrawal request, it's rejected and the support team ask for something else. I deposited using a virtual Skrill card which doesn't show my name or signature on the card so Skrill have sent a separate document confirming my name and the card details which they accepted and verified but are now saying the Skrill account isn't verified. They've also now locked my account for withdrawals and have said it's because the last document wasn't verified. I've uploaded yet another document as requested and they've now said they need something else. I'm losing my patience with this and really need some help please!

Dear Harry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly? Do I understand correctly that verifying the Skrill account seems to be the only obstacle standing between you and your winnings?

Additionally, if there is any relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristin

I completely understand that they need to verify my identity. My passport and proof of address have been successfully verified but I've been told multiple times that all but one of my cards has been verified. When I then upload a document to verify that card, they then say that a different card now needs to be verified as well.

I've attached screenshots of my recent conversations with the support desk. In the conversation with Dakota, she confirmed that I only needed to upload verification for the card ending in 11 and that was all that was required. The next day, I had a conversation with Alice who said that the Skrill card now needed to be verified. I've had similar conversations to this over the last 3 weeks. I'd like to know exactly what still needs to be verified as I keep getting different answers and when they will unlock my account and allow me to withdraw my money.

Thanks

Harry

Thank you very much Harry for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Harry,

I looked at your complaint and will do my best to help you. I would like to invite Libra Spins Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hi Viliam

Since submitting this, Libraspins have suddenly managed to verify all my documents! I've placed a withdrawal request and am now waiting for this to hopefully come through.

Harry

Dear Harry,

thank you for informing me. Let me know when you'll receive your winnings, please.

Dear Harry,

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.

Hi

I've now had regular payments coming through. Thanks for your help.

Harry

Dear Harry,

can I consider your case as resolved? Unfortunately, Casino is not responding us.

Dear Harry,

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.

Hi

Thanks, yes please close my complaint.

Harry

Dear Harry,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com