RESOLVIDO: Banco do cassino White Lotus

Hi. I registered at white lotus casino redeemed a coupon and when fulfilling the requirements of the bonus, request the withdrawal they said that:

"The maximum cash out amount from code R300NEW is R600 maximum.

You will also need to make a minimum deposit (R50) and verify your account before requesting your first withdrawal.

The only cash out options available for your country are Skrill Moneybookers and/or Neteller.

To activate the withdrawal method you will need to make a minimum deposit via Skrill Moneybookers or Neteller first and then verify your account with us by sending a copy of a valid ID card or passport.

Please contact us again after the required deposit has been made."

On April 30 I made the deposit of 100 zar (it was the minimum) and send the documents to verify the account. Since that day , I do not get an answer and I still can not withdraw.

Hello doroty,

Could you please send me your casino username in PM inbox and we'll contact them regarding your withdrawal issues.

Hello doroty,

Thank you for sending through your casino username. We've sent an email to the casino regarding the issue you're having. Keep you posted.

Hello doroty,

We've received the following reply from the casino:

"The customer has not completed our KYC procedure and we still require the customer to provide us with a valid identity document.

This forms part of our security and due diligence procedures as required by our auditors and AML department."

Please contact their support via email or our live chat and they will explain you everything. 

Hello I sent them 20 days ago, I will send it again and if they answer me I will tell you  what they said. Thank you

Hello, they still did not answer me :( I sent the same documents that I used to verify my account in other casinos but I do not know why they do not work for them.

Hello doroty,

We'll send them another email regarding your account verification issues. Keep you posted.

Thanks for your help   :)

Hello doroty,

Here's the reply we received from the casino:

"We have reviewed this customer’s account and there were certainly no documents received recently in order to complete the KYC process.

Our team has sent an email directly to the customer requesting the documentation as required just in case she is sending emails to an incorrect email address or something of this nature."

Have you received an email from the casino requesting the required documentation?

Hi Sydney,  they sent me an email saying that my files did not reach them, so I sent them again. I hope the issue is resolved. Thank you very much for your help  

Hello, they answered that the account is already verified =) I have already requested the withdrawal and I hope everything goes well   

Hello doroty,

Thanks for the update. Please let us know when you receive your payment, so we can close this complaint.

When I have news, I will tell you

Hello I have good news, I already received the payment. thank you very much Sydney and LCB.  

Hello doroty,

We're glad to hear that! Thank you for letting us know. 

Since you've received your payment, we're going to mark this case as resolved.

I am happy with the result and happy because there are people like you to help us.