EGB Casino - 일반 토론 (4 페이지)

They denied my withdrawal. They say I need to do KYC. I don't know why this had to take 6 days to trigger, and I remember I already did the KYC a few years ago. Is this standard practice to do multiple KYCs?

This what the status means from their FAQ:

In the withdrawal section, you can track the status of your requests:

Accepted – the request has been sent for processing and can be canceled.

In progress – the withdrawal is being processed, and the funds will be received shortly.

Completed – the transaction is complete, the money has been credited.

Denied – check your details or email, clarification may be required.

Canceled – the request has been canceled by you.

So basically, they have not updated my withdrawal request for 6 days. It was just today that it got denied due to verification request. I opened a complaint to help expedite and document the process. I am just concerned after reading some other complaints.

Yes, it is possible, especially if you say that you did KYC a few years ago. The casino has the right to perform additional verification.

The fact that it took six days is probably unnecessary when they could have done it immediately and asked you for the documents.

In any case, you must successfully complete this process in order to receive your money. 

I understand the KYC part. I'm just hoping they send clear instructions immediately, instead of just a generic "account needs verification" message, and provide clear guidance on which documents they need. But I've already emailed them and sent some documents proactively; hopefully, this helps speed up the process. I still have a little bit of faith in this casino.

I hope so too. Have you tried looking to see if there is anything in the Terms and Conditions, for example, what format the documents need to be in, and so on? 

Actually, they already responded to me. They need a photo of me with a handwritten note, together with proof of name and address. I think this is pretty standard, and I'm glad they are swift to respond this time.