I only recently started playing with this casino but was lucky enough to have a win of £1,100. I selected to withdraw my winnings which then triggered an email to confirm my identify. As a regular online player I am used to this process. All other casinos I have used (10+) are very fast at processing the documents. I submitted mine the same day I received the email requesting them. From this all you receive is a automated email saying they have been received and a email will be sent once processed. After three days I contacted the company using their online chat system. This was because in the past I usually hear back from the casino the very same day. Therefore, I wanted to check if they had received the documents.The online chat representative confirmed the documents had been received by the correct department however, 'no time frame can be given' for how long they will take to process. After another 24 hours I decided to email the address the documents need to be sent to, explaining I would like to access my winnings (my account has also been blocked while this process continues so I have no access to this money at all) and if I could be given an update on the process. As of yet I have had no response. I am only writing this complaint here in the hope I will have some useful information back from the casino.
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