Red Dog Casino - Hráč se snaží dokončit ověření účtu.

Red Dog Casino keeps asking for more documents and a "handwritten signature" on validation forms for withdrawal of funds. I've seen this exact complaint on casino guru with them before and it was resolved, hopefully this can be resolved in a smooth manner. All documents required for validation were submitted 3 weeks ago in exactly the correct manner and now they keep asking for them again and with a "handwritten signature" even though that's impossible to do on a computer and I already signed them electronically.

Dear pieeip444,

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 verifying the payment method 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

Yeah and it’s been 3 weeks but that process apparently was only supposed to take 3 days and I spoke to them on the phone a couple days ago because I was frustrated and wanted to close the account and they said I won’t be able to withdraw if I close the account so I didn’t close the account and they said I should be all good because all required documents had already been uploaded. Again they’ve been uploaded since June 20 and they keep making up reasons on the spot as to why I can’t withdraw yet. Again I’ve read another complaint on here for this exact same reason with red dog so I know it can be resolved and they’re just playing games.

At the current moment, the only thing standing in the way of payment is the "handwritten signature" on the bank validation forms. Not possible on a computer and again it was electronically signed by me and they never said anything about handwritten until now (because there’s no other reason I should be denied a withdrawal now). On that other complaint I read on here, it was resolved without a "handwritten signature" and it seems like it just took the complaint on casino guru to get them to stop playing games because again all required forms were completed which is the same case here.

Hello,

Please be informed that KYC confirmation of your account is a one-time required procedure which ensures the winnings will be received by the rightful owner. Along with the documents, we've received an account closure request from the Customer. We do treat such requests seriously, therefore a confirmation process was put on hold until the matter is clarified. After that we've received a notification about deposits being disputed and the Customer was emailed with all the details. I will send the file to the Casino Guru representatives to investigate the evidence. Once the matter is resolved we'll be able to proceed with further KYC confirmation.

Should you have any questions we'd be happy to assist.

Regards,

Red Dog Casino Team

Thank you very much, Red Dog Casino Team, for the clarification and forwarded supporting evidence.

Dear pieeip444,

Please cooperate closely with the casino on explaining the issue about the disputed deposits and inform us about any further developments. Looking forward to hearing from you.

Dear pieeip444,

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

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.