Made a little winning from playing slots and requested the withdrawal. I sent my ids as requested (the same accepted ids in all other casinos as well as banks that I've joined) and they said it's unacceptable. I tried to explain the situation (because name in my id is the name before marriage and I did send marriage certificate to prove). Finally the lovely customer service told me through email that it's sorted and for my case they made it exceptional, my withdrawal had been processed.
Waiting for about a week and got nothing from them in my account, so I contacted them again to ask about it. Got an answer saying that my id was not accepted (again), I was like whattt?? After all the time I spent to explain and also after the confirmation email saying all was good? Very not professional at all. They suggested me to get new id (which will take too much hassle to do as I need to fly back to where I come from *16 hours flight) if I want to get my winnings. They also told me that the verification team handles many other online casinos verification also so I just wonder.... I believe at least one of the casinos I've joined is handled by them (because I joined so many online casinos and have done verification with them) so if my id was accepted by them then why Toms don't?
Not fair and not professional at all... Very disappointed with this as I never had any problem with this at all. Nobody even contacted me to let me know about the situation. Please be noted that Toms is a few last casinos I've joined and I'm not new in this verifying id matter. Very much not happy with this because it seems they're not letting me to get my own money.
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