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I'm trying to withdraw funds. Every time I request a withdrawal, it gets canceled and they ask for documentation.

When I send the documents and they are approved, I request the withdrawal again and they cancel it again to ask me for more documentation.

This happens in all withdrawal attempts, even when it asks me to verify my address several times, despite having previously provided it.

They are unjustifiably prolonging the process and are not accepting any withdrawals, despite having sent all the documentation required to verify the account.

Estoy intentando retirar fondos. Cada vez que solicito un retiro, me lo cancelan para pedirme documentación.

Cuando envío los documentos y son aprobados, vuelvo a solicitar el retiro y nuevamente lo cancelan para pedirme más documentación.

Esto ocurre en todos los intentos de retiro, incluso solicitándome en varias ocasiones la verificación de dirección, a pesar de haberla acreditado previamente.

Están alargando el proceso de forma injustificada y no están aceptando ningún retiro, pese a haber enviado toda la documentación requerida para verificar la cuenta.

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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 advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Yes, of course, I understand that KYC is necessary, but I have sent everything they have requested to verify the account: identity document, selfie and proof of address.

First they accept it, then they reject the withdrawal and ask me for more documentation (for example, a screenshot of my wallet). When I send it, they accept it again, I request the withdrawal, and they reject it again, asking me for another proof of address.

This situation has been repeated several times: every time they accept the documentation and I request the withdrawal, they reject it to ask me for more requirements.

I have already sent everything requested for verification; what they do is ask for the same things in different ways, despite having already been approved previously.

Sí, claro, entiendo que el KYC es necesario, pero he enviado todo lo que me han solicitado para verificar la cuenta: documento de identidad, selfie y prueba de domicilio.

Primero lo aceptan y, después, rechazan el retiro para pedirme más documentación (por ejemplo, una captura del monedero). Cuando la envío, la vuelven a aceptar, solicito el retiro y nuevamente lo rechazan para pedirme otra prueba de domicilio.

Esta situación se ha repetido varias veces: cada vez que aceptan la documentación y solicito el retiro, lo rechazan para pedirme más requisitos.

Ya he enviado todo lo solicitado para la verificación,lo que hacen es pedir las mismas cosas de diferente manera, a pesar de haber sido ya aprobadas anteriormente.

Dear robentt, thank you very much for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear robentt,

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.

Finally, after sending them more documents for verification, they verified my account and allowed me to withdraw money.

Thank you for your time

Al final despues de enviarle mas documentos para verificar, verificaron mi cuenta y me permitieron retirar dinero.

Gracias por su atencion

Dear robentt,

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,

Attila Gorkij

Casino.Guru