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I am trying to make a withdrawal however all of a sudden the casino then began demanding ID documents.

They state that I must send either a passport, driver’s licence or a government issued photographic identification card.

The only one of the above that I have access to is the government card known as a citizen card. Unfortunately they are now saying that they don’t accept this card. I explained to them that there terms and conditions do not stipulate which government documents they do and don’t accept.

I have sought some advice and I have been advised that they should not request id documents upon a withdrawal request if they could have requested this earlier. I have been registered with the website for over a year, based on this I would say that they have plenty of time to request such documents.

we are now at a stalemate so I am now unsure how to proceed with getting my withdrawal.

Any advice or suggestions would be greatly appreciated.

Thanks

Dan B.

[phone number hidden by Casino Guru]

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Hello,

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

• Does your citizen card contain personal information necessary for verification (your first name, surname, and a photograph)?
• Has the casino offered any alternative documents you could submit apart from a passport or a driver's licence?
• Have you uploaded any other documents to the casino for verification?
• What types of games did you play to accumulate your winnings?

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

The citizen card does contain all of the requisite information including photograph and anti fraud hologram.

The casino have not offered any alternative documents.

I have sent other documents such as proof of address and proof of funds which have all been approved and accepted.

I played regular slots games.

Thank you for your help it’s much appreciated.

Could you please send me a link to the casino that your complaint is about?

Also, kindly forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

Dear danbrown108526,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru