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I sent all documents twice now they want to see documents on how I earn my money i don't see how that is there business really they took the deposit. 6 days and 2 withdrawal rejected. Still they won't pay out.

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Dear Shaz1312,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They have had bank statements passport payslip proof of address no they rejected the withdrawal again asking for the same bank statements again

Dear Shaz1312,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No i have still not received the withdrawal now they asking for bank statements again so I have sent them.

I have been asked for the same documents again. This be coming stressful please can you help

Thank you for providing the details of your complaint.

Please note that casinos may occasionally request Proof of Source of Funds (SOF) as part of their verification procedures. This is generally done to establish where the money used for gambling originates and to comply with regulatory, anti-money-laundering, and responsible gambling requirements. Such a request does not necessarily indicate that there is a problem with your account, although the verification should be handled within a reasonable timeframe.

To better understand the situation, could you please clarify the following:

• How did you submit the requested documents—by email or through the verification section of the casino's website?
• Could you provide a screenshot of your current verification page/status?
• Could you also provide a screenshot showing your withdrawal request, including its amount, date, and current status?
• Did you use any bonus or promotional funds to accumulate the winnings you are currently trying to withdraw?

These details will help us assess the verification process and determine what may be causing the delay.

Hi

I sent both in email and verification form on the site. About 6 times I dont get emailing saying have been rejected. I ask for payslips then after sending them they ask for bank statements. I have round in this circle about 6 times now

Thank you for your reply.

For an independent review and to find out why the documents were rejected, please send the same verification documents you sent to casino to jean.s@casino.guru. Please include the correspondence with the casino regarding KYC verification so that we can see their reasons for rejecting your documents.

When you email me, please also notify me in the complaint thread.

Thank you for your assistance.