Kinghills Casino - 確認のため、プレイヤーの賞金の引き出しが遅れています。

so i originally won £14800 and managed to withdrawal £2000 as their daily limit is £2000.......no problem........came to withdrawal another 2000 and now I've hit the problems.....now i need more verification of my bank details and cards that I've used and are withholding the winnings until they have verified these.............also i had requested the 2000 yesterday and was waiting more than 30 hours even though they kept saying 24 hours, then it got cancelled and asked for my bank statements

Dear craighowell78, 

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. 

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? 

Have any of the documents that you sent to the casino been approved?

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 the documents they have asked for but are asking for 4 credit cards which are the same card????? It doesnt make sense so ive sent the same pictures again

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Dear craighowell78,

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.