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Hello, I deposited money through Skrill. I processed it and requested a withdrawal. I verified my ID. Two days later, I received a message that a Skrill deposit confirmation was required. I sent it to them, but they rejected it and said they needed one with their address. However, Skrill doesn't have such confirmations. I sent them a statement with the date, time, and transaction ID. I sent a statement from my main account, where you can see everything: the specified amount was sent on that day and time. They have it recorded, but they keep rejecting it. And I dont have my money. Please help

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Dear LukaszA1983ww,

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.

• Could you please advise which documents you have already provided, and when exactly you sent the last one?
• Which documents were approved and which were not?
• Have you contacted Skrill support and inquired about a transaction list with your address on the same document? With what result?
• Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

This morning they blocked my account. Last night they also wanted a bank statement, so I attached it. This morning I received an email saying, "Please log in and initiate a withdrawal." However, I couldn't log in anymore. I received a response that my account was closed, but there was still money left in the account. I don't know what to do now, how to get my money back. I can't log in to my account, and they're not responding to emails. They won't give me a reason for closing the account. It's strange because I received an email at 9:00 a.m. to withdraw, and at 10:00 a.m. the account was blocked. Please help me at least get back the money left in my account.

Today they wanted to send me an account statement by email again, confirmation from Skrill, confirmation of address. I sent them all these documents and they cut off contact, they don't respond, they don't reply, I just want to get my money back, can you help me more?

Thanks for the explanation provided and the update.

• Is your player's account still blocked, or have you regained access? What was the justification the casino gave for the closure of your account?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Make sure to include the responses you received from the casino.
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Looking forward to your reply.

Issue resolved.After I sent them 20 documents regarding the account closure issue, they finally released my funds—though the account is blocked, of course, and likely will remain so. They received the link to my complaint, so I think that spurred them into action. As I said, I’m warning others: I didn’t overstep any boundaries or violate any terms—I simply won a free bet legitimately, made a deposit, and so on. Anyway, I don’t want anything to do with this casino network. On another Casino I have the same problem honeybetz.com they Stilo have my money

Dear LukaszA1983ww,

We're glad to hear that your issue has been resolved. We'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,

Tomas

Casino.Guru