Hello,
I made a withdrawal request on the 9th June 2019, it's now the 21st June 2019 (12 days so far).
I have sent so many private and confidential documents to the Kerching Verifcation department only to kept in the dark for days at end.
On the 12th June 2019 I had my first contact with Kerching Verification Dept. via email (yes, three days later to tell me they were not processing the withdrawl), to which I responded and sent required documents using their account upload documents system.
On the 15th June 2019 (another 3 days letter) I recived another email request for more documents which I obliged to complete the process again using the account upload documents system.
On the 18th June 2019 (another 3 days later) I rang your customer services department only to be told that they were not sure where the documents were (Possible Breach Of GDPR Act 2018) and to send them again via email this time. Reluctantly I did to help solve this ongoing problem. According to the customer service rep (all calls are recorded and it was approx 12pm when the telephone call took place) they cant speak to the Verifiaction Dept. directly because they dont have phones and no one in there organisation (UK Base) has access to the Verification Dept. contact details other that an email address (I am sorry but I do not believe that the Verifcation Dept. doesnt have a telephone or know one knows their telephone number).
It's now the 21st June 2019 today and another 3 days later and I have still not received a repsonse from the Kerching Verification Dept. I have just phoned Kerching customer services department (all calls recorded, phone call took place again at approx. 12pm) who again real iterated that the Verification Dept dont have phones and I will have to wait another 24hrs for a repsonse / update. I am not holding my breath.
I am sorry but this matter has gone to far, I feel I am being subject to undue stress and lied to in regards to communication between departments.
I am also very concerned that the documents I have provided to Kerching Casino are highly and strictly private and confidential and they have seemed to have lost them (at least once) in their account document upload system.
Regards,
Mr Douglas < surname removed >
