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Casino Cruise - Delayed withdrawal for over a month

REJECTED
Complaint Info
Disputed casino Casino Cruise
Reason Delayed payment
Amount kr 13454
Posted on December 2, 2018

Its been a month since my withdrawal request of SEK 13,454.00. The 3rd of november i recieved an email that my account had been fully verified.
After not hearing anything from the casino i contacted them and they answered that my case had been "randomly selected for a routine security check". I got that email the 20th of november and nothing have happened after that.

Posted on December 3, 2018

Dear CSONNER,
Please reply to the email which we have sent you in order to proceed with your complaints.
Kind regards

Posted on December 4, 2018

But why do you need more documents when the previous ones got approved? You guys are just stalling and now you want to be a pain in the *** just because i wrote here.

Posted on December 4, 2018

Dear CSONNER,
Please be advised that our security team is obliged to request additional documents at their own discretion. We have strict anti fraud and money laundering regulations that they need to follow to ensure that we remain a secure casino to play at.
Feel free to let me know when you have provided the requested documents and I can speed up the process for you.
Kind regards

AskGamblers
Posted on December 8, 2018

Dear @csonner,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

csonner Sweden
Posted on December 8, 2018

I am trying to get the documents needed at the notary but since I work the night shift and they only have a couple of hours open/day its really hard and frustrating.

AskGamblers
Posted on December 11, 2018

Dear @csonner,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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