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Sent all my verification in they keep saying I can’t send a driving license in as ID verification. My passport is out of date but they will only accept that as verification. Telling me I’ve got to use Perfect money wallet to withdraw my funds back on I’ve never used this, I deposited using my debit card. There stating there is a global issue with transferring funds back onto debit cards I’ve tried reporting them to ask gamblers but apparently they don’t even have a license.

£657 is a lot of money to me these people shouldn’t be allowed to do this!

Dear Laura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Banks in some countries refuse to receive players’ funds from gambling establishments. Unfortunately, casinos are powerless in this.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please clarify why your Driving License hasn’t been accepted for the verification?

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,

Petronela

Hi Petronela,

Thanks got getting back to me. I researched this Perfect Money online and I wasn’t prepared to set it up had bad reviews.

They are saying a driving license isn’t acceptable for ID it had to be a passport!! My passport is out of date which I told them but they were having none of it.

thanks

laura

Thank you very much, Laura, for your reply. I understand your standpoint regarding opening a new account with a brand new payment method. Unfortunately, if the original payment method which has been used to deposit funds into your account is not available for withdrawals due to geolocation, the casino has its hands tied.

Regarding your Driving License, if it is valid and considered a picture ID in your country, I don't see a reason for the casino to refuse to accept it. Is there any relevant communication that you could forward to petronela.k@casino.guru? Thank you very much in advance.

Hi,

I didn’t save any communication between myself and them I should of screenshot it all but I didn’t.

thanks

laura

Thank you very much, Laura, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Laura.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Laura.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already bad. 

Best regards, Jozef