Black Magic Casino - アカウント認証のため、プレイヤーの出金が遅れています。

Have tried to withdraw funds and ot keeps saying account needs to be verified. I've emailed 4 times for this to be done and have uploaded all documents. Still no response. No live chat. No phone number.

Dear Jocoturner1987, 

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

I have sent copy of passport, driving license, June bank statement, redacted photo of bank card.

Sent in May and again on 8th and 11th July.

Have you received any response from the casino email at all? Or have they been unresponsive since May?

They have been unresponsive since May.

Thank you very much, Jocoturner1987, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Black Magic Casino to join the conversation and participate in the investigation of the case. Could you please explain why is player's verification taking so long?

We would like to ask the 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 may negatively affect its rating.

Dear Jocoturner1987,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Veronika