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On July 5th and 6th, I made deposits totaling NOK 10,300. I won from my gameplay and ended up with a balance of NOK 20,971 in my account. I requested a withdrawal of these funds, but the withdrawal is still marked as pending.

After a few days, I was informed that I needed to provide five different types of verification documents. I submitted all of them, and they have all been approved. However, under the "Verification" section, it still says: "Verification required. Please upload the documents below to verify your account." The problem is that there are no additional documents listed below, since all requested documents have already been approved.

I have contacted customer support several times each week, and I receive the same response every time: "Your entire account must be verified, and this process takes time for our team to complete," and so on.

It feels as though they are simply trying to delay the withdrawal process for as long as possible, perhaps in the hope of avoiding payment. Nothing is happening at all!!!

It has now been almost three weeks since I made the deposits and requested the withdrawal. I hope you can help me resolve this issue, because speaking with their customer support has been completely pointless and extremely frustrating.

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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

Hi. I know but the verification has now taken over 10 days... I made the last verification 12 days ago. And now my account is just locked... Sounds pretty sus. The verifications was: picture of a ID card, picture of me, picture of me with the ID card and the casino front page, all in the same picture, card confirmation on revolut, account statement on revolut. If i remember correctly it was this five verifications. Everything was approved, but they needed time to verificate and approve the whole account or something like that. And then they firstly block the deposit, and then locked the account...

Thank you for your reply. 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 nihatfabian,

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,
Attila
Casino.Guru