What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Recent Searches

Clear

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Caribic Casino - Poor verification process and delayed payment

RESOLVED
Complaint Info
Disputed casino Caribic Casino
Reason Verification issues
Amount $ 3100
mjamal United Kingdom Message
Posted on April 16, 2018

On the 4th of April i have submitted a withdraw request for $ 3100 and immediately was requested to send documents to verify the account in order to process the withdraw which i did same time , three days later i received an email requesting me to send one more document of a photo of me holding a passport ( which was not requested previously ) and have sent that document on the 9th and i was told by live support that it should take 6-12 hours to verify that last document.

It is the 14th of april now and still i have received not one reply from the casino and i talked to support 3 times and i get the same answer everyday that i they will send a reminder to the team and that i they apologize for the delay , even sent multiple complain emails with no reply .

I am a regular online gambler and have played in many sites this one of the worst verification processes i have encountered and first time i was requested to send a photo of me holding a passport which i don't mind but it should have been requested on the withdraw document email i received once i made the withdraw to not waste time .

I wouldn't suggest anyone to play in this site and will close the account once the withdraw have been process which dunno how long it will take more as it have been 10 Days now .

Posted on April 16, 2018

Hi, MJAMAL

Thank you for this note. This is correct, there is a delay with the verification of Your documents on compliance team side, as we have stated in our e-mail and chat communication. Usually the KYC check is not taking so long, however if there is a specific reason it can take longer.

We will be keeping You updated, hopefully this can be resolved asap.

Thank you,
CaribicCasino team.

mjamal United Kingdom Message
Posted on April 16, 2018

I have for the first time after 14 days have passed since i first requested my withdraw received an email mentioning that the account is under investigation for same device ID of other player .

Once i receive an answer back from them i will add my feedback and comments to this subject and matter in this complain and will close it if everything is solved .

As a regular online gambler i would still suggest any new players not to sign up in this casino as they have poor customer service , live chat is unavailable most of the time when it is saying 24/7 and once u make a withdraw it will take ages to verify and process it as they will try their maximum effort to find a reason not to pay out a player .

Posted on April 18, 2018

Hi, MJAMAL

Thanks again for Your feedback. As we have checked, support team was always available to answer Your questions, both via e-mail and chats, we have the logs of twelve conversations during last 11 days. If needed we are able to provide it.

As for the payment, it was approved on our side today, please allow payments team few moments to process it, it will be done shortly.

Thank you for your patience and understanding about the reason for the delay, ( duplicated device ) we had to verify your accounts thoroughly due to strict UK legislative, in order to stay compliant with the responsible gaming policies.

Sincerely,
Caribic Casino

mjamal United Kingdom
Posted on April 18, 2018

I can confirm that the payment was indeed approved and transferred to my account today after the long hassle that i had to go through , as replying to your comments about chat logs i mentioned and still confirm that i have tried to contact the live chat more then 4 or 5 times and they were unavailable .

Here is the points i have and it might help u to improve your service

1 - The emails were not answer until the day i submitted a complain here in ask gamblers
2- Customer should be informed immediately if their is a delay in their verification which i clearly didn't until after 12 days of submitting the withdraw request and i had to send multiple emails and talk to live support and they never told me their is a reason only ( We will send reminder to the team ) .
3 - If the account is under investigation shouldn't it be closed until the investigation is over ?? cause mine was not and i always had the chance to reverse my withdraws and continue playing in the site .

Anyways this case is closed now and i would rate this casino service compered to others i played in 4/10 .

AskGamblers
Posted on April 18, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy