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They are not processing the withdrawal of 1100 UAH. I completed the card verification in two languages, but they are rejecting it.

не выводят деньги 1100 грн верификация карты сделал на двух язиках пишут отказ

Dear ukrmooooo,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Is the only issue the verification of your card?

Have you provided all the required documents as soon as possible and in the correct format?

Have you reached out to the casino to inquire about the reason for the document rejection?

Is the payment method registered in your name?

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, 

Dominika

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 delightful holiday season, and we will get back to you as soon as possible.

I don't know what else to give, what document. Your agent said that the card was verified. One screenshot was approved. But the payment method verification was not completed. There was only one deposit from one card. Support ignores, they just disconnect. It turns out to be a vicious circle. If you want to take the money, just say so and don't bother me.

я не знаю што еще надо датькакой документ .ваш аген сказал што карта верифицирована.один скриншот одобрили.но верификация платежного средства не пройдена.депозит был только один с одной карты.поддержка игнорит просто отключают.получается замкнутый круг.если вы хотите отнять деньги так и скажите и не морочте голову

Dear ukrmooooo, kindly answer the questions above.

Good day, this is verification of the payment instrument, that is, the card. The card was virtual in my name. I already made a plastic one specifically. The deposit was one from this card. I passed all the other verification. Only the card remains. Some say verification has been passed. This is not true. Then they said we will do a check on the 31st day

Добрый день ето верификация платежного средства.тоесть карты.карта была виртуальная на мойо имя.я уже специально сделал пластик.депозит был один с етой карты.всю другую верификацию я прошол.только осталась карта.одни говорят верификация пройдена.ето не так.потом сказали мы сделаем проверку на 31день

Dear ukrmooooo, am I correct that they are waiting until the end of the month for your January bank statement?

In what language did you submit the documents?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear ukrmooooo,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.