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Multiple attempts have been made to withdraw my money. I was verified on the 26/5/23. But then I’ve received 3 emails saying I need to send through verification of my account details with my full

name. Which I already have because I used one of my bank statements as my proof of address which clearly states all they’ve asked.

Dear Bubbahhkient,

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

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 takes KYC lightly and sometimes casinos request additional documents even though you have already been verified.

Do I understand correctly that the casino asked for a document that you already provided in the past? Did you send it again? Did the casino ask for any other documents?

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,

Kristina

I am very aware of the procedures in which is taken to verify an account.

so let me make this clear for you. So that you can understand my frustration.

Yes they asked for a document they’ve already been given. And of course I sent it again.. This all while I am chatting to them online. After an hour or so of making sure all is right. I was informed all is set and that I will have no problems with my withdrawal now. So I go ahead and do so.

A few hours later I get an email stating I am putting the wrong amount in and that I have insufficient funds. It’s a new excuse every time. So I have sent via online chat a screen shot or the email and a screen shot of the amount I have withdrawn. I wonder what their next excuse will be. Do you have any suggestions on how to receive the money I won fair and square.

Thank you very much for your reply, Bubbahhkient. Before we contact the casino, could you please forward all the relevant communication between you and the casino together with any other screenshots you took to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Bubbahhkient,

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.