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From February 9th I have been sending 1k round.

From here my odyssey begins, obviously they ask me to verify with the kyc, I provide: identity card, photo of the card with which I deposited, + verification via link with a lot of selfies etc. ..

3 days pass no answer, contact assistance .. they tell me to wait another 1 day, pass this day, always contact via chat and they make me send an email (from the kyc department) where they wanted the documents in FULL HD (ahahaha) + a type user invoice and more .. okay, I'll send you the documents in a more precise way together with the internet invoice ..

another 3 days pass, nothing to do yet the documents are not good, they even say that the internet bill is not good .. bho I do not understand but okay ..

I also send him the one for the electricity bill, now I'm waiting again for the 3 days practically from 9 to 25 you can do the calculations of how much it takes to give 1k ...

Dal 9 febbraio mando in prelievo 1k tondo.

Da qua inizia la mia odissea, ovviamente mi chiedono la verifica con il kyc, fornisco: carta d'identità, foto della carta con cui ho depositato, + la verifica via link con tanto di selfie ecc..

passano 3gg niente nessuna risposta, contatto assistenza.. mi dicono di aspettare ancora 1gg, passa questo gg, contatto sempre via chat e mi fanno mandare una mail (dal dipartimento kyc) dove volevano i documenti in FULL HD (ahahaha) + una utenza tipo fattura e altro.. va bene vi rimando i documenti in modo più preciso insieme alla fattura di internet .. 

passano altri 3gg niente da fare ancora non gli vanno bene i documenti, addirittura dicono che non gli va bene la fattura di internet.. bho non capisco ma va beh..

gli mando anche quella della bolletta elettrica, ora sto aspettando di nuovo i 3gg praticamente dal 9 al 25 fatevi voi i calcoli di quanto ci stanno mettendo a dare 1k...

Dear Alex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to collect and fully review all documents.

When exactly did you send the last document?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Alex for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Alex,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Playzilla Casino to join the conversation and aid in the resolution of this complaint.

Playzilla, could you please provide an update on the status of the player's verification?

Dear Alex,

That's good news, I'm glad to hear that your issue was resolved.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam