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Casino Kakadu - Verification issue

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Kakadu Review.

Player's Complaint

Hello dear,

More then three weeks ago I started playing Kakadu casino. First I uploaded the requIred documents to verify my account, because I play online casinos for years now and i know the KYC procedure. I made a total deposit of €2000. After I won a few big wins I want to withdraw the money, but then it begon..

I needed to upload more and more documents, which I all approved ..

And now the issue is at a security department or a manager ( they keep saying other things).

Two weeks further and no one can tell me anything.. they just keep saying be patient and wait a little longer.

I play online casino for a long time now, but this I never experienced before. It’s just ridiculous..

I hope you can help me with this.

Read the casino review

5 Responses

User icon
thepogg
June 28, 2022

Hi jpardijs9 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Please quote exactly what the operator is telling you at the present time.

Thanks,

ThePOGG

User icon
jpardijs9
June 28, 2022

That my issue is being reviewed by a certain department ( I hear different answers for that, financial department, security department, managers). But it’s almost three weeks ago and I still have to wait and be patient they say. While no one can give me a time frame or update..

two weeks ago I was told that they were already reviewing my issue and it wil not take longer then 5 days. But two weeks later stil no update ..

User icon
thepogg
July 1, 2022

Hi jpardijs9,

Please quote exactly what the operator has communicated to you. We need to see what the operator has written.

Thanks,

ThePOGG

User icon
thepogg
July 9, 2022

Hi jpardijs9,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
July 16, 2022

Hi jpardijs9,

If we haven't heard from you by Friday the 29th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jpardijs9 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

June 28, 2022

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