Simple Casino - Delaying payout after lengthy verification process

Dear @jwulf,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

It is some time since I have been able to login to my account. To my recollection the disputed amount is about 35 000 euro.

Hello JWULF,

I am very sorry to read about your experience during the verification process! While verification of the account is a necessary step we need to take as a gambling operator, we would of course like to see the process being as smooth as possible. A 13-month verification process is not our standard, and I understand that your experience with Simple Casino was affected by this.

I can see we are already in contact with you. Let's try to finalize your verification within the next few working days and avoid any further waiting time for you. I will also revise the case to see what caused the delay in the first place. If any information given during the process has been unclear, please accept my apology on behalf of our team.

As for any dormant account fees, rest assured we won't apply it to your account.

Thank you for reaching out to us.

Hi, this is correct. I have been in contact with simplecasino, but it is not resolved yet. Our conversation has been constructive. I hope this will be solved soon.

We are sorry to hear about the lengthy verification process ongoing on your Simple Casino account. As per EUs 5th AML directive, we are required to verify the source of funds on certain accounts and sometimes unfortunately this process can take some time until all details have been verified. However 13 months does not reflect the standards we are aiming at, and we are continuously working towards providing great customer experience, whilst meeting regulatory requirements. We believe there is now resolution to your case, and it has been communicated to you by our verification team. Do not hesitate to get in touch with us if you have any further questions.

Dear @jwulf,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

Hi. This case is resolved. Thanks to simplecasino and askgamblers for the help.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.