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Hi i have ballance 1224 did really hard verification like id card, mamy selfies, bank statements. They delay my withdrawals i have whole corespondence with them.

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Dear Kania,

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

What morę now they request driving licence. I have health problem never had driving licence. After week od verification they request smth like this ? Its not fair bookmaker

Hello Kania,

The documents requested from you are required for security purposes, to ensure both the safety of your account and the integrity of the platform. We kindly ask you to continue with this verification process.

Our team sent you an email regarding this today, but we haven’t received a response yet. Please check your inbox and provide the necessary information so the verification can be completed and your withdrawals processed.

I sent id card . You requested driving licence and passport. I do not have such documents . Have healthy problems can not drive car and not having driving licence. I do not have passport too. I sent everything i had id card, selfies you wanted, confirmations of payments, bank statements even . IT is so hard and not customer-friendly approach. Every time you write i sending and 7 days already sending so many papers still can not withdraw part of my money

Dear Kania,

The selfie with a handwritten note was requested as part of the identity verification process. The Security Team is currently awaiting the requested files to proceed with verification.

Sent selfie with id and code

Dear Karla,

We would like to confirm that this case has been fully reviewed by our Security Team.

According to our records, client entire active balance was successfully withdrawn on 13.07 and 14.07

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kania,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla