CanPlay Casino - Hráč má potíže s dokončením ověření účtu.

I deposited 20$ and recieved a 10$ bonus. The amount I had to wager just to have my winnings unrestricted was ridiculous considering I deposited more than they actually gave me. I ended up at $215. When I went to cash out I had to provide proof of address. I submitted my ID and it clearly said in the description that if your address is on your ID then don’t worry about it. They gave me the hardest time and would not let me cash out. The support email person was extremely rude. I told them I would play out my 215$ and never play with them again, I then asked for free spins or something to compensate for my money that I rightfully won. They straight up told me there’s no bonus available . This casino is crap and I will never play here again!!!!!

Dear maloreedawn017,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes every document I have submitted they told me wouldn’t work. They won’t accept my PO BOX #. I live in a rural area, meaning I don’t get mail delivered to my home. I get it at the post office so all of my utilities bills are addressed to my PO Box with my land location as the address. I gave up forfeited my winnings because they were so rude. Never again will I play with that casino. All the other online casinos have never gave me this hassle before

I understand your frustration, maloreedawn017. Do I understand correctly that you played down your winnings already because the verification was taking too long?

Dear maloreedawn017,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.