Fortune Clock Casino - Аккаунт игрока заблокирован.

I have now made 2 withdrawal requests both have been declined, I have now tried to log on to request withdrawal again to find my account is blocked I have spoken to live chat who have said that they will foward this onto finance but after 2 days of failed withdrawals I am not very hopeful

Dear Tania,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past? Could you please advise if it were your first withdrawal attempt in this casino?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Additional comments from the player:

"Hello thanks for contacting me, I did not use any bonus just my money deposited, I also only got as far as withdrawal request, I did ask on live chat what I needed to send and they told me I would recieve an email about verification documents I did not recieve email as both time withdrawal was requested they were declined"

Dear Tania,

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 licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. 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.  Please understand, without verifying your account, you won’t be entitled for any withdrawals. 

Dear Tania,

Have you completed the account verification? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.