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Casino claimed to be no verification and I can not withdraw my funds because of it. I made legitimate deposits and the money I have needing to be withdrawn was won without the use of any deposits or free spins they awarded.

Dear Stephanie,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully in the past? Was it your first withdrawal request in this casino or you’ve received payments before? Lastly, do I understand correctly that you haven’t activated any promotional offers in the past?

Please understand, without verifying your account, you won’t be entitled for any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have not verified my account because I was under the impression that it did not require that step. They gladly took multiple deposits of mine though. I did activate promos prior to this but because they were not withdrawn in a certain timeframe the winnings were lost as the casino keeps bonus winnings and deposit winnings seperate

Please understand that KYC verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly.

I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal. 

Dear Stephanie,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.