Kosmonaut Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

I've have been trying to withdraw my winnings for 2 weeks now, but everytime they cancel it and says i need anti fraud check. But its been 2 weeks now and still not done. They wont give me my money, and when i talk to support they tell me to wait longer. My withdrawal now is still pending for 3 days now.

Dear nielskrj,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Have you withdrawn any winnings from this casino in the past?

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,

Petronela

I Think You missunderstand. Its not the kyc process that is slow. My documents have been accepted as it says on the verifikation page. I asked their support about the same and he said that was not the problem. They tell my that im being checked by the Anti-fraud departtment, because they "doubt the fairness of my games", and they have been doing that since i tried to withdraw first time like a week ago. No i have not withdraw from that casino before because of that problem

I do apologize for the misunderstanding. Could you please advise how long ago you registered your account? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

I created my account 22-03-23 and i played mostly slots and some live casino too Without any bonuses. Btw they are still checking me and now they cancelled my withdrawal telling i must wait for response from their Anti fraud department. But as i said, its been like that for 2 weeks now. It cant be right that a check should be so long.

They wrote me that i have been checked now and my acount now is valid for withdrawels and they have accepted my withdrawals, still waiting for the money on my bank account tho

Thank you very much, nielskrj, for the news. Please let me know when you receive your withdrawal and I will update this complaint accordingly.

I have recieved my winnings now

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, nielskrj, for your confirmation, and please don’t 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,

Petronela

Casino.Guru