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I can't withdraw, and the support center doesn't provide any explanations. I send the documents, but they are always rejected. They ask for utility bills like electricity and gas in my name, but how can I provide those when I live with my parents and the bills are in their names?

Non ce la faccio a prelevare,il centro assistenza non mi dà spiegazioni,mando i documenti mi vengono rifiutati sempre,mi chiedono bollette luce e gas a nome mio,ma come faccio io abito con i miei e a nome loro la bolletta.. .

Dear matteoonali74,

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

• Do I understand correctly that the missing utility bill seems to be the only issue?
• Which documents have you already provided and have any of them been approved?

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,

Kristina

I provided: identity document, bank card, selfie, bank statement, the other time I won 800 euros they paid the money into my account without asking for these documents... reason?

Ho fornito: documento identità,carta bancaria,selfie,estratto conto,l altra volta ho vinto 800 euro mi hanno versato i soldi nel conto senza chiedere questi documenti...motivo?

Thank you very much for your reply, matteoonali74. Some casinos perform the verification sooner, some later. Depending on the license, many casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without providing documents (they usually require verification after the sum of withdrawals exceeds €2,000), but most often casinos ask for documents at the point of the first withdrawal.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear matteoonali74,

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.