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I loaded $5,000 into my account and bet on a match and won. When I requested a withdrawal of $7,558, a message appeared to me saying a request for documents. Upon searching, I understood that they wanted a photo of my ID to confirm my account. I contacted them and sent all the evidence in files. They asked me for my crypto wallet data, and this is not their business to ask for. They asked me for a lot of information and sent a lot of video clips, and when they finished they did not solve my problem or respond to me. This is my money and I worked hard to get it. This is considered fraud if my problem is not solved because I provided everything they asked to activate the account and they did not activate it. I will attach everything that happened. Here and arbitrate between us

Dear midospike60,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful verification, we will try to help you. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I have no problem verifying my KYC account and I am ready to provide anything to verify it, but they are asking for things that have nothing to do with verifying my identity, and I need to withdraw my money and activate my account to continue playing the casino.

Hi midospike60,

Is it accurate that the casino is requesting verification of your payment method? I highly recommend collaborating with the casino to undergo the verification process, which includes confirming not only your identity but also the details of the payment method. This is a standard procedure, and the majority of online casinos typically adhere to the same verification protocol.

Please keep me posted about any further updates.

Yes, they ask me for my account information in the Crypto wallet, and this does not make sense at all

Hi midospike60,

I understand and recommend you follow the casino instructions to verify your payment method too. Please keep me informed about any further developments.

Thank you.

A normal payment method for any site, and I used the crypto currency payment method

Hi midospike60,

I understand your point, but it's essential to validate any payment method directly with the casino. Kindly inform me if you have already completed the verification process.

Thank you.

Dear midospike60,

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.

My problem solved thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, midospike60, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru