I have now received my payment, so I will amend my complaint accordingly. However, I still want to highlight key issues that made this situation far more stressful than necessary.

Had the casino provided a phone number for support—or if a manager had called me within 24 hours of my request—this entire ordeal could have been avoided. Clear and consistent communication is crucial, yet I received conflicting messages from live chat agents regarding withdrawal processing times. One agent told me withdrawals aren’t processed on weekends, while another contradicted this just two hours later. Additionally, the terms and conditions are so complex that I needed assistance from my lawyer to navigate them.

This experience reinforced my belief that casinos should be required to offer phone support. Many issues could be resolved quickly and efficiently with direct human interaction. I also want to stress the importance of greater transparency regarding how casinos handle players’ personal data. In sectors like healthcare and finance, EU regulations ensure that consumers have the right to know who processes their sensitive information. The gambling industry should not be an exception.

At the very least, regulatory authorities—such as financial oversight bodies, police, or consumer protection agencies—should have access to records identifying the individuals who handle players’ sensitive data. Players may not always have direct access to this information, but responsible institutions should be able to track exactly who processed documents like passports, bank statements, and other financial records. This would ensure accountability in cases of data misuse, breaches, or other security concerns.

Moving forward, I will not play at any casino that makes me feel unsafe or stressed during the KYC process, nor will I use casinos that do not offer phone support.

To those considering depositing here: I was paid, but after an agonizing wait. Be mindful of the issues I’ve raised in this message. I will now close my account at this casino and all others operated by the same company.

I am not angry anymore—I have been for the past three days—but I remain surprised by how much of a difference proper communication could have made. A simple phone call could have prevented this entire situation.

I do want to acknowledge the staff members who handled my case in the end, and I appreciate their assistance. However, my stance remains unchanged—I will not continue playing in casinos that lack transparent KYC processes and fail to provide effective customer support.