Okay, so I downloaded the Golden Nugget Pa Casino app and created an account 2 days ago. upon signing up I was asked to provide my name date of birth address and social security number. which I did and I opted in to the welcome bonus which was the deposit match plus 50 dollars in credits The minimum to deposit was 5.00 I deposited 9.95 and I received the 50 dollars credit. I played the wager requirements and tried the withdrawal at 30.00 everything was going fine till the next day my account was restricted and I wasn't able to do anything not even sign in. I was told I had to get in contact with golden nugget which there is no number only email so I went ahead and did that they took their time reaching back out but when they did I was told that I needed to provide a picture of me holding my identity card a utility bill and many bank statements and I know others who have an account with them and didn't have to do any of those things to verify they account. and got they deposit the next Moring without any issues. on the site, it says everyone has to verify their account before depositing, wagering, or withdrawing. but I was able to deposit and wager before the restriction was put on my account and I know people who have an account and were able to withdraw without giving supporting documents to verify their account Also why are so many bank statements needed? if I only had the app for 2 days what do the months before I made an account matter I understand maybe one or 2 but almost a full year Why?. To prove that my account I understand maybe 1 or 2 statements but over 3 and I aint have the account for over 3 days yet my problem is why wasn't this information asked upon signing up why let me deposit and play then restrict my account when on the site says you have to do it before deposting,wagering or withdrawing and why not everyone have to do account verification. when on the site it says everyone has to and I have proof of someone with an account who did not one of those things to deposit wager or withdraw and got they winnings the next morning and when I try to explain these issues to them they tell me I'm just frustrated I have giving them ALL bank statements, a state ID picture with me holding it and utility bills and yet my account is still restricted and my deposit was taking from me this is discrimination.

Dear charmainestewart11, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

yes I have giving all requested documents which was a selfie of my self holding my state ID I giving bank statements from January 2023 till July 2023. august is not over yet so I don't have that statement available yet I giving a utility bill and I gave them all at the same time yesterday morning around 7am as soon as I found out my account was restricted and I was notified of what documents to provide. and if kyc so important why didn't other people I know with an account have to go thew this?

so whats going on with my case ? my problem is not sloved what do yall do to help?

Could you please advise if the casino approved the documents you sent them? Have you been asked to provide any additional verification documents? When was the last time you communicated with the casino and what was it about?

I got in touch with the Pennsylvania online gaming control board my issue is solved

Dear charmainestewart11,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

www.kpvfaw.com