By Player Advocacy Desk
A player who accumulated $50,000 in verified winnings at a Curacao-licensed casino has been unable to withdraw the funds for more than six months, despite completing every document request issued by the operator's compliance team.
The casino has initiated four separate KYC review processes, each time requesting a new set of documents after the previous batch was submitted. Documents requested have included multiple forms of ID, proof of address, source of wealth, bank statements, and payslips dating back three years.
The player's account remains accessible and the balance is displayed, but every withdrawal attempt generates an automated response citing a "pending compliance review." No specific timeline or outstanding requirements have been communicated.
A formal complaint has been submitted to the Curacao Gaming Control Board, which assumed full regulatory responsibility in 2024. The regulator has acknowledged receipt and confirmed the complaint is under active review.
Prolonged KYC review is one of the most common mechanisms used by operators to defer large payouts indefinitely without technically refusing them. The pattern — multiple document requests, no defined completion criteria, indefinite "pending review" status — is a recognised bad-faith tactic. The Curacao Gaming Control Board's new enforcement mandate is being watched closely; this case is likely to be an early test of its willingness to act.
Players facing repeated KYC delays should document every interaction, set firm written deadlines, and file complaints with both the licensing regulator and any relevant consumer protection body in their country of residence.
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