All British Casino - Povlačenje igrača je odloženo zbog problema sa KYC-om.

Hello

Casino does not want to pay 2865GBP

I made deposit by my card, after I accumulated my winnings I decided to withdraw 1500GBP by same method as deposit ( debit card )

They requested KYC verification, I provided them all requested documents that I could,

Driver license photos, selfie with ID, proof of address and bank card statement, however they make the withdrawal impossible due card statement does not suit them.

Would you be able to contact your bank's support team to check if they can generate an official bank statement showing your name, account number, and a deposit made to us? Since all banks should be able to provide you with a document of this nature.

I provided them with two different possible statements from my WIREX card, but unfortunately they do not have the ideal account statements as they require. Despite explaining the situation three times, they refuse to release my funds.

At every casino I have played at before, withdrawing funds to my card has been hassle-free, for example at PaddyPower, which operates under the same license.

Hello,

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

• Could you please provide the exact date of your initial verification request?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Could you please provide the exact date of your initial verification request?

Monday, July 7th, 2025 at 9:56 PM

Have you accumulated your winnings with the help of bonus, please?

I send you my correspondence.

I understand that KYC might be necessary due license obligatorily but I provided them all possible documents and they refuse to process. I read other people experience there and they seems to be doing weird banking verification.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martina (martina.b@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 Adwgnr,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite All British Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

CreditCard PIQ

1,365.370.00gbp

casino11125727withdrawal2823108030

status:completed

start: 2025-07-14 15:20:16

end: 2025-07-14 15:24:05

Last log:

Date: 2025-07-14 15:20:42

Posted By: lashop

ChangeReason: verified to: true

Looks like there is not much to discuss or to solve 🙂

Wonderful! I'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,

Martina Bennett

Casino.Guru