CryptoLeo Casino - プレイヤーは住所確認のため出金に遅れが生じます。

I tried to make a withdrawal for the first time. I was told I needed to provide identification, proof of deposit, and proof of address, so I uploaded everything.

My identification and proof of deposit were approved, but my proof of address was not. I uploaded a resident card that I just obtained a few days ago, so there shouldn't be any issues. I have inquired about the reason, but I have not received a response.

As it stands, I am unable to make a withdrawal, leaving me in the same situation as if my withdrawal was being denied.

初めて出金しようとしました。身分証明書、入金証明書、住所証明書が必要だと言われたので、全てアップロードしました。

身分証明書と入金証明書は承認されましたが、住所証明書をアップロードしましたが、承認されませんでした。数日前に取得したばかりの住民票をアップロードしたので問題無いはずです。理由を問い合わせましたが、返答がありません。

このままでは出金出来ないので、出金拒否と同じ状況で困っています。

Dear aya.123,

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.

• Do I understand correctly that you haven't received any instructions on how to proceed?
• 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

After my residency card was rejected, I uploaded a water bill receipt, which was rejected again. I then uploaded my pension payment certificate, which was approved and my account was verified.

Although I am frustrated that my proof of address, including my residence card and water bill receipt, was rejected without any clear reason being given, I am relieved that my account has finally been verified.

After that, I applied for a withdrawal. It has been more than 24 hours since I applied for the withdrawal, but the money still hasn't been withdrawn. I'm worried about whether the money will really be withdrawn.

住民票が却下された後、水道料金の領収書をアップロードしましたが、再び却下されました。その後、年金の支払い証明書をアップロードしたら承認され、アカウントが確認されました。

明確な理由も伝えられず、住民票と水道料金の領収書が住所証明として却下されたのは不満ですが、ようやくアカウントが確認されたので安心しています。

その後、出金申請を行いました。出金申請後も24時間以上経ちますが、まだ出金されません。本当に出金されるのか不安です。

Thank you for your reply, aya.123. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.