Gamdom Casino - Тегленето на играча се забавя поради проблеми с акаунта.

Apparently my account was disabled from withdrawal after a win. I assumed this was because I did not complete my verification. But my level 2 verification (which was uploading my IDs) were rejected multiple times without a reason. I tried uploading both my driver license and my passport but they both failed. They did not email me anything regarding my failed withdrawal or my failed level 2 verification. Additionally, their live chat is impossible to reach. I was waiting a whole day in the chat and got no response. Now I am stuck with a large balance in my account, not knowing what to do to have it withdrawn...

Dear Thepwner0010,

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 you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

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, 

Dominika

Hi Dominika,

I accumulated winnings without a bonus.

The casino had recently responded to me. They said they disabled my withdrawal because they said I was "swapping", which means playing low odds. This is aburd because of the 11 bets, I had not played anything under 1.4 odds.

Because they accused me of swapping, they asked for a photo of me holding a paper that has the casino's name and today's date. I had provided that to them along with a photo of my ID. They said now I just wait to hear back from them. I highly doubt I will hear anything back given the fact that they did not take the initiative to reach out to me when my withdrawal and verification failed.

Thepwner0010

Hi, they just verified my account and I am able to make a withdrawal.

Dear Thepwner0010, please let us know when you receive the funds.

I have received the funds.

Dear Thepwner0010,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru