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When I went to send my documents for verification I had three different debit cards on my account because I had lost the other two and was trying to add a new one and when I added the new one Ithe other I tried to remove because it gave me the option but it would never remove them found but I did send them the documents I requested my driver's license front and back my debit card front and back that I made the deposit with and a picture of me and then it wouldn't let me go any further because I didn't have the other two debit cards to take a picture of so they're holding it up for that reason I've been communicating with them through email and he sent me an email back asking me to send him my my bank's routing number my account number where I was born and a bunch of other stuff I did not understand I mean a whole list of it I can send you a copy of that too and I will send you the documents I sent them I'll send to you thank you

Dear sharonamjack62,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

And that's what I'm saying they're not going to go any further wiith it because they asking me for things I don't think don't think is necessary to send them my bank account number my routing number where I was born and a bunch of other stuff I don't understand I can send you a copy of their email they sent me because I don't understand any of it

This is what they want from me I think it's a little ridiculous and they already this a picture of my driver's license front and back my debit card front and back a picture of me this is what they sent me through the email

Bank Name:

• Bank Address: physical address of the branch you visit (cannot be a P.O box)

• Bank account holder name: the name as it appears on the Bank statement or your Check Book.

• Beneficiary Address:

• Bank Account Number:

• Swift Code: it is a bank identification code, which consists of letter and digits (8 or 11 characters)

• ABA/Routing#: is a 9-digit number printed at the bottom of your checks, if you have an online banking account go to your account summary or user profile, or you can call your bank to get that information. Keep in mind the routing number must be for International Transfers.

• Currency: 

• Date account was opened (month/year):

• Account Type: the name of the type of bank account

• City and country of birth: 

(*) NO joint bank account accepted. The bank account must be in your name as an individual bank account holder. 

(**) NO business account allowed.

(***) Bank account must allow processing of both FedACH and Fedwire payments. If you are not sure, please verify with your bank.

(****) Please be aware that as this is an international transaction, your bank and the other banks involved may charge additional currency conversion and fees.

IMPORTANT NOTES: 

- We cannot use intermediary or third-party banks.

- Please double-check all their banking information is correct before sending it. In case of an issue due to incorrect information, we cannot guarantee that the payment will be reissued. If it can be done, an administrative fee will be assessed.

- Not all types of accounts will allow to receive international wire transfer. It is the customer's responsibility to make sure there are no restrictions for receiving international wire transfers on their bank account. Not doing so may result in rejected wires, long delays, additional fees or in some cases, confiscation of the transfers.

For further and faster assistance, contact us through the live chat. We are available 24/7!

Kind regards, 

Carlo Antonelli 

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Dear sharonamjack62,

Have you received your withdrawal from the casino yet?

Dear sharonamjack62,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.