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On December 1st, I attempted a withdrawal, and by December 2nd, I submitted my ID and facial verification through KYC. After that, I received an email from the casino's security team stating that they would respond within 14 days. However, even after 14 days, I received no response. When I inquired, I only received the same reply, stating that I would receive a response within 14 days, and the customer service just keeps telling me to wait. I have never accumulated winnings from a bonus, so what more can I do?

12월1일 인출을 시도하였고 12월 2일 KYC를 통해 신분증과 얼굴인증을 제출완료했습니다. 그 이후 카지노 보안팀에서 14일 이내 답변을 준다는 메일을 받았으나 14일이 지나도 답변은 없었고 문의를 해도 14일 이내 답변을 준다는 똑같은 답장만 주며 고객센터도 기다려야한다고 만 말합니다.저는 보너스로 상금을 누적한적도 없는데 제가 뭘 더할수있나요?

Dear Jeon,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Have you submitted any other identity documents for KYC other than your ID and facial verification?

When was the last time you communicated with the casino regarding the investigation of your account?

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

Best regards

Veronika

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.

1. I only played baccarat at live casino.
2. No additional submissions other than ID and facial authentication were required.
3. Last contact was on December 16th

1. 라이브카지노인 바카라게임만 진행했습니다
2. 신분증 및 얼굴인증 외 다른 추가제출은 안했습니다
3. 마지막 연락은 12월 16일입니다

Thank you for your replies. Before we proceed with the investigation, please forward me the emails you received from the casino along with all the other communication between you and customer support that could be relevant to your case. My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.

Dear Jeon,

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.