Anna Casino - Delayed payment

posted on March 25, 2016.

Hi, this is my second and more complete - hopefully - compliant.
I have an account as "freezad" at Anna Casino. Last days, I deposited a number of times by credit card and by Skrill. Normally I requested by Skrill all withdrawals, and all of them ended fine. But not the last. Strongly delayed, I checked my account: a withdrawal of € 102,50 is ever pending, with something strange. Normally, until the withdrawal is processed, i have a button ROLLBACK so that I change idea I can cancel it to keep playing with that amount of money. In this situation I NEVER had that button, withdrawal is ever mentioned in my pending activities but no money transferred in my Skrill account, no chance to rollback it, totally stopped. I wrote to Annacasino more than 48h ago and nobody replied me.

posted on March 25, 2016.

Hello there.

First of all apologies that you haven't been replied to the email, this should never be the case.

The issue here is the KYC process that we are forced to do at a certain stage to verify our customers. Total amount of withdraws exceeded the amount where we are obliged to ask for a few documents to verify your account. Why you haven't been replied to your email, I do not yet know, but will get back to you once I sort this out with our team.

Best regards


posted on March 25, 2016.

Sent the documents you asked me.
I don't understand this kind of policy. I had several times my withdrawal.

A day, you decide that you need to know who I am.
No problem about it, but is it correct that, from a moment to another, you decide that WITHOUT notice it to me in any way?

posted on March 25, 2016.

We are required to do this due to the licensing rules we have with EveryMatrix and MGA that when a player reaches certain withdraw amount (total amount), we need to request a KYC, so this is what happened in your case. There absolutely should have been an email sent to you though, instantly, requesting these documents and explaining why. Like I mentioned before, I'll figure it out with my team (since its Good Friday our support is not working anymore, but I will get back to you tomorrow regarding this). Have a very nice evening.


posted on March 29, 2016.

Dear all,

Any update regarding this case? Thank you.

posted on April 6, 2016.

Dear @fb_10­209­211­318­899856,

Did you verify your account and withdraw your winnings, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case resolved and officially closed. Thank you.