Haz Casino - Igrač kritizira dugotrajan postupak provjere.

I deposited 20 euros to Haz Casino on 6th of May, and activated their exclusive bonus for wager-free 200% on the deposit. I played for a while all according to the bonus terms and earned a total of 94.43€. Before withdrawing the bonus money of 40 euros was forfeited, according to the bonus terms.

Before withdrawing I had to submit verification documents for my account, which I did. The casino promised verification in 24 hours in business days, but the process has been open ever since and I can’t withdraw my money before the verification process is complete.

Haz Casino has not been communicating with me during the process, which has lasted for almost two weeks. This is too long for a verification process - especially when I have been verified in multiple Mirage Corporation N.V casinos before playing in Haz Casino.

Dear Jonni,

Thank you very much for submitting your complaint. 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 licensed casinos takes KYC lightly.

It’s quite usual for this process to take a couple of working days to be fully completed.

Have you been advised 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

Hey,

Haz Casino has not informed me about anything since I submitted my documents nearly two weeks ago. Due to that, I can’t tell what the problem is or even if there is any.

Thank you very much, Jonni, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Jonni!

I will try my best to help you with your issue. I would like to invite Haz Casino's representatives into this complaint's thread in order to help us with the solution.

We would like to ask Haz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Hello j0nni,

Sorry for the late reply, we only received an email about this complaint yesterday.

Regarding the case, please know that verification process is not the reason why your withdrawal request wasn’t approved.

The main reason is, that you have only wagered 5€ out of 20€ that you have deposited. Please note that according to our Terms and Conditions, under Withdrawals you’ll find the rule that states that "Money deposited must be wagered before a withdrawal can be made…Please note that you have to wager deposited funds in 1:1 ratio." This means that you still have 15€ left to wager in order to be eligible for your winnings.

Please know that after you have wagered your deposit and made a withdrawal request you will go through the verification phase.

Furthermore, I’ve noticed that Finance and Security team sent you a few emails to inform you about the reasons why your withdrawal request was declined but you never replied to them.

Let me know if you have any more questions and I’ll gladly help you.

Best regards,

Anton

I have never received a single email from you regarding this case, not even an answer to my complaint to you. Picture attached for proof of this.

I will wager the rest of the money today and hope to get my money withdrawn.

Hello Jonni!

Please note, that the policy of wagering the deposits at least once (in some casinos even slightly more) is an industry standard. This serves as money laundering prevention.

Since the problem is resolved, I will now proceed with closing the complaint.

In case you'd encounter any problems with your withdrawal, please feel free to contact us again to reopen this complaint.