21bit Casino - プレイヤーの退会リクエストは拒否されました。

Good afternoon , the casino has rejected my withdrawal request, the casino has requested a copy of my passport , a utility bill and one other form of identification. There is no reason they need that information for me to withdraw my winnings . I’ve given them my name, and banking details with my account number and BSB .. giving that sort of information to some unknown person is ludicrous . Please help me with this situation.

Dear Filthy101,

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.

Do I understand correctly that you have not provided the additional documents? If that is the case, I would recommend that you fully cooperate with the casino and provide all the required documents as soon as possible. These documents are often requested and we cannot force casinos to change their requirements and their verification process. Please, let us know when you submit the rest of the documents so we can proceed with this complaint.

Thank you in advance for your reply and understanding.

Best regards,

Kristina

Good Afternoon Christina , am i forwarding the documents to you or the casino directly .. ??? Am I going to receive the complete withdrawal once completing the KYC ..??

thankyou

regard Phil C***

Thank you for your reply, Filthy101. Please note that the casino is trying to verify your identity, not us. So please submit to the casino all documents that have been requested so we can proceed with this complaint. Thank you for your understanding.

Dear Filthy101,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.