Complaint Case
ResolvedComplaint BCP-2026-0078 — GoldRush Casino X
The player's withdrawal was frozen behind a repeating KYC loop that reset each time new documents were uploaded. We escalated and asked the operator to confirm exactly which documents remained outstanding.
Amount disputed
€1,150
Outcome (example)
€1,150
Date filed
14 May 2026
Category
KYC verification hold
Case timeline
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14 May 2026
Complaint submitted by the player
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16 May 2026
Case verified and operator contacted
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21 May 2026
Outstanding document clarified and accepted
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23 May 2026
Withdrawal approved and paid
Resolution
Verification completed once the operator specified the missing document; the €1,150 withdrawal was paid.
What to do if this happens to you
Work the problem in order. First, raise it with the casino’s support in writing and keep every screenshot, email and transaction ID. If that stalls, escalate to the regulator named on the operator’s licence or its approved dispute-resolution (ADR) body — that’s who can actually compel an outcome. You can also report the casino to us: we don’t arbitrate, but a pattern of reports feeds an operator’s score on our Trust Index, so it pulls a casino down our rankings. For free, confidential help, see responsible gambling.
What “Resolved” means here
In this example, “Resolved” means the player escalated and the operator released €1,150. The lesson: a documented complaint, escalated to the regulator or ADR, is what moves a stuck withdrawal.
Money you have to fight to withdraw is a reminder that gambling should stay entertainment — never a way to make money or to chase losses. If an operator’s behaviour is affecting you, our responsible-gambling guide lists free, confidential support and self-exclusion tools you can use at any time. 18+ only.
PII-safe record. This case is an illustrative example with no personal data — it refers only to "the player" — and GoldRush Casino X is a fictional operator name used to show how our complaint process works. 18+ · Play responsibly.