Conquestador Casino - 突然の追加検証により、プレイヤーの引き出しが遅れています。

Up until now, I've always been able to withdraw my cash, but recently, when I tried to withdraw my earnings that had increased from 10,000 yen to 260,000 yen, I was suddenly asked to submit proof of my identity and source of funds.

I submitted the new documents that were requested but was only told through chat to wait for an email from the review department because my case was still under evaluation.

Three days have passed, and I have yet to receive a reply. I don't understand why I'm being reviewed, especially since I haven't violated any rules, and I'm feeling anxious about whether or not I'll receive my payment.

今まで何度も出金できていたのですが、先日１万円を２６万にして出金申請したところ、急に本人確認書類や資金源の提出を求められました。

新たに求められた書類を提出したのですが、審査中のため審査部からの返答メールをお待ち下さいとチャットで言われるだけです。

３日経ちますがまだ返事がありません。特に違反もしてないのに何故審査されるのかわかりませんし、お金が支払われるのか不安です。

Dear acachan,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you give it a few more days so that the casino has enough time to review your documents. I will keep this complaint open and if there is no development within a week, please get back to us and we will intervene.

Thank you in advance for your patience.

Best regards,

Kristina

solved

解決しました

Dear acachan,

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,

Kristina

Casino.Guru