El Royale Casino - Hráčova kritika procesu ověření.

The withdrawal method is very complex. They ask for screenshots of sensitive information. Even though I wanted the funds to go back to credit card, they wanted all my bank details as well, the two are not linked. You also have to fillin paperwork from a pdf file which you are unable to do. They say its upto cashier where your moneys gets credited back to.

Dear Karen,

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. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have started the verification process and requested your withdrawal? Thank you in advance for your reply.

Best regards,

Petronela

Dear Karen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.