Home Complaints Bitcasino.io - Player is struggling to receive his winnings due to unfinished KYC process.

Amount: 6 BTC

Bitcasino.io - Player is struggling to receive his winnings due to unfinished KYC process.

6.5/10 Good reputation Submitted: 18 Jun 2020 | Case opened
Current status

Waiting for casino-ca.guru to reply

6d 22h 32m 23s

Case summary

3 days ago - 18 Jun 2020

The player from Israel has requested withdrawal. Unfortunately, it has been pending due to ongoing verification

Written by Petronela
Casino analyst and complaint specialist
Public

Hello I'm Eliasaf ***.

I've deposited (on 05/27/20) about 4 Bitcoins into my account, having won 2 more bitcoins I ended up having 6.128 Bitcoins in my account.

I've tried to withdraw the money and was told that my account required identity verification.

Having gone through the identity verification process I tried contacting them agian but they wouldn't answer.

Public

Dear Eliasaf,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Do I understand it correctly that you account verification is still ongoing?  

Please understand that it is very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Could you please advise how many days ago you have requested your withdrawal and started the account verification? 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

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