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Hi there, I am contacting for help as my account has been locked. I contacted the live help, who told me to send my id. I sent my id but still no response. Because of this I messaged the live chat to close my account and withdraw all my money to my account. They keep saying I should wait for an update. Ive sent my id why cant they unlock my account and withdraw my money? Please can you help me.

Hello nayeeemrahman27,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Regal Wins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino might block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Dear nayeeemrahman27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.