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Casino.com - Delaying 1400 withdrawal


Complaint Info

Disputed casino



€ 1400

claireward Ireland
Posted on October 12, 2021


I signed up to Casino.com and deposited 400 euro with no bonus. I played live roulette, for about 20 minutes and made a withdrawal of 1400 euros.

Casino.com then emailed me requesting my KYC. I supplied my Card, front and back, ID, selfie with ID and POA. I received an email saying all these were accepted (see attached email evidence) I was then emailed stating they would need to do a verification call? (I have never been asked for this from any casino).

I completed the verification call which took 35 minutes of my time and I was asked extremely invasive questions. I was then told the withdrawal would be processed in 48 hours. It has been over a week and no withdrawals have been processed.

I need askgamblers to intervene at this point as Casino.com are not responding to my emails and have not confirmed their ADR or registered business address for any action I wish to pursuit.

Thank you in advance.

Posted on October 26, 2021

Dear all,

This complaint has been reopened as per Casino.com request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on October 26, 2021

Hello ClaireWard,

First of all, we are sorry to learn about your experience so far.

We were able to locate your account and we can confirm that your funds have been processed on the 11th October to the payment method you’ve requested.

We believe that this exhausts the case, and if you need any further assistance, please do not hesitate to get in touch!

Best regards,

The Casino.com Team

Posted on October 26, 2021

Dear @claireward,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.