El Royale Casino - プレーヤーがKYCを完了するのに困難を感じています。

I won a bonus and tried to cash out but the process they have to validate you credit card OR checking account to cash out seems to me to have been made so impossible for to to completely I have been trying to verify my account to withdraw money since April 20th they keep making excuses about what else I need to send to verify my account it's been 14 days so far and the process should only take 2 business days according to their website. I believe they do this so you keep gambling and loose all your winnings.

Dear Oswaldo,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. Account verification is a complex process which requires few days to be completed. Every casino is unique and proceeds verification and withdrawal process differently. It can take a few business days to review you documents to fully verify your account and a few more days until your withdrawal is successfully processed. 

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply.

Best regards,

Kristina

Dear Oswaldo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.