An average bonus with decent wagering requirements, I thought I could try this newly casino. The bonus appeared automatically on my account so the first, actually the only game I played was Piggy Riches slot. I started with 0.30 cents bet so I could see if Piggy is in the good mood, but as I kept playing I raised my bet to 0.75 cents and 1.50 euros till I reached 350 euros or so.
I must say this casino is a big disappointment for me. I send my documents for an approval on 19th June because I have asked for an withdraw, but since no withdraw could be done without verifying my account I uploaded my documents on their site and waited for an approval. They are having one of the awfullest live support agents.
I spend all of the money since there was no replay or anything from them. Today I have contacted them just to ask is my account verified. The live support, omg awful, I was waiting 15 minutes till they checked and got answer they will handle my account in 24h. That was truly shocking since I send them my documents on 19th June, then she realized, actually don't know if she was checking my account and the only answer I got was your account looks okay??
What kind of answer was that, okay? Again asked to double check is my account verified not okay and after several minutes got email from them that my documents were approved.
Well Mr Ringo even RTG casinos have faster verifying process then your casino, from 19th June till today, there are 12 days exactly, you should educate your live support and your verification team so you wont have customers as I am. Very bad experience with this guys.
Thank you for your review.
I am sorry you had a problem with support. But we ask all players making a withdrawal to verify their identity, address, and account. We do this as aprt of AML regulations, and ensuring that no underage gambling takes place.
We do suggest that the checking of KYC documents may take 24 hours, this is partially due to the amount of documents, and also having other languages checked and verified. Thank you for pointing that part out, and we will look into it, to see if the process can be sped up at all. We will look further into your case to see why there was a problem.
Is "okay" sufficient to be used as an answer? In a lot of cases yes, as you asked for further clarification, and it was given, this may be one of those rare cases where there was a simple misunderstanding. If that is so we truly apologize.
Mr Ringo Team