Abu King Casino - Povlačenje igrača je odloženo i račun je u fazi verifikacije.

Hello, on April 26, I made a withdrawal request at the casino. It's been 12 days now and it still hasn't been processed. About 5 days after the withdrawal request, I was asked to send the documents. I sent the documents that were required (there was information on the website about what documents to send). After another 5 days, I was asked to send more documents (e.g. a selfie with the ID Card with the casino website in the background or a list of transactions from my e-wallet), although there was no information that other documents had to be sent. I was also asked to send other screenshots from my e-wallet, although I had sent them before. According to the casino's regulations, withdrawals are processed within 3 business days and document verification takes about 24 hours. In my case, these deadlines are not met at all. 

In the casino, you can also order a single withdrawal of 500 euros (maximum 3 transactions of 500 euros). I have ordered one withdrawal of 500 euros (850 euros left on the account) and I cannot order more, because my account is being verified. This situation will also extend the withdrawal of the entire amount.

I would like to ask CasinoGuru to help me with my case, because I think that such a withdrawal processing time is not normal. Besides, Abu King is a new casino and I don't know if it is a fair casino. I found information about it on your forum.

PS. CasinoGuru site does not show the list of casinos when I log in from my country (Poland) so I used VPN to create a topic here.

I would appreciate any help with my case.

Dear damjan071,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you received any confirmation that your documents were approved?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for opening the topic, Tomas

1. No, I have not made withdrawals at this casino before

2. Some of the documents were approved. Others were either not approved or were insufficient (I do not have exact information)

3. Yes, I made a deposit and used the 100% welcome bonus from the 1st deposit at the casino

There is a new update in my case. As I wrote earlier, I was asked to send additional documents. I sent a list of transactions from my e-wallet from April in JPG format. Today (6 days after sending the documents) I was asked to send these transactions in PDF format. The wallet from which I made a deposit to the casino (mifinity) does not have the option to download transactions in PDF format (mifinity does not have the option to download transactions at all - you can only make screenshots). I wrote about this matter in the chat and after contacting the appropriate department, I received a response to manually convert JPG files to PDF. I did it and sent them. I will add that 18 days have passed since the date of the withdrawal order.

I also have concerns about one point of the regulations, which states that there is a risk of closing the account if verification fails within 30 days. In my case, these 30 days may pass if I encounter problems such as having to manually convert documents to PDF format, which extends the verification time

"5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification."

Thank you very much, damjan071, for providing the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru,) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear damjan071,

my name is Jana, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Abu King Casino outside this complaint thread and let you know any new information once I receive it.

On May 19, my account was finally verified and on May 20, the 500 euro withdrawal from April 26 was accepted. I still have two pending withdrawals of 500 and 350 euro, which I requested after the successful verification of the account. I think they should be processed faster now

Dear damjan071,

thank you for an update. Please keep us updated when you receive your full amount of funds.

Today (22.05) the last two withdrawals were accepted and reached my wallet.

Thanks to CasinoGuru for taking care of my problem and helping me withdraw my funds. Thanks also to AbuKing for finally transferring the funds.

Dear damjan071,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru