Beschwerde #105 Casino Gods

Delayed release of withdrawal of 750

Von Dhanni B.

vor 5 Jahren

Hi,
I am not able to provide screenshots of the withdrawal proof as casino gods has now closed my account.

I tried to withdraw £750 on the 20th October, casino gods then sent me an email asking for identification verification. This email was sent on the 20th October. They replied and confirmed they had received all documents on the 24th October and assured me the verification would be complete in 48-72 hours. After talking to them on their chat service and asking why the verification was taking so long they then replied via email to ask me for all corners to be visible in the photos sent to them and further bank card information to identify who I am. I understand they have to be vigilant so I complied. I then received an email on the 1st November confirming again that they had received my documents and they would verify them within the time frame mentioned above. After I had heard no contact for 3 days I proceeded to email them asking for an update on the 4th, 5th, 6th and 11th November with no reply as of yet. Please let me know if there is an alternative email address I can send any additional information to as I have now been waiting 4 weeks for my identity to be verified and I cannot even access my account to ensure my withdrawal request of £750 is still pending. I have tried calling their contact number to no avail and fear they will not release my money to me. If you feel I do not have sufficient information please do not reject my complaint, I'd like to request that you contact me asking me for whatever else you need. I will fully comply to ensure this matter is resolved.

Unseriöses Casino Casino Gods

Grund Verzögerte Auszahlung

Betrag £750

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @Dhannib94,

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.

Casino Gods

• Representative

vor 5 Jahren

Hi DHANNIB94,

We are sorry to hear about the issues you encountered with our casino. After investigating your account, we can conclude that all documents on your account have been successfully verified, with the latest document being verified on the 21/11/2020. The withdrawal was then released shortly after on the same day.

Please note that it may take up to 5 working days for the funds to be available in your bank account.

We do apologize for any inconvenience caused by the delay in the verification of your account, but please let us point out that as a regulated gaming company we are obliged to carry out all the necessary checks on each of our player's accounts. This process can sometimes be slightly delayed if documents have to be re-sent.

Please do not hesitate to contact us if you have any questions, we will be more than happy to assist!

Kind Regards,

Casino Gods Team

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

This complaint has been reopened as per Casino Gods 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.

Casino Gods Beschwerde-Statistik

Gelöst 74 / 79

Durchschn. Betrag $3,159

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

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