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Hi can I speak to someone privately via email?

I have problem withdrawals they ask me to verify credit cards that I don't have

Salve posso parlare con qualcuno privatamente tramite email?

ho problema si prelievi mi chiedono di verificare carte di credito che non ho

Dear samibay96,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to emphasize that we do not solve complaints via emails, however, if you prefer I can make all posts in this thread private.

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 provide more information regarding your issue? What credit cards does the casino ask you to verify and how come you don't have them?

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,

Kristina

Hi kristina

I don't have those cards and I never had them

I looked at the movements on my account and it actually appears that I made a deposit with those cards but I repeat I have never used them. I deposited with applepay to which only two cards I have are connected and they are not the ones they ask me for.

how can I do now? Is there any way to avoid checking those cards? They are not lost or blocked, I never had them.

if i close my account what happens?

thanks in advance for the reply.

Ciao kristina

quelle carte non le ho e non le ho mai avute

ho guardato i movimenti sul mio conto e effettivamente risulta che ho fatto deposito con quelle carte ma ripeto io non le ho mai usate. Ho depositato con applepay al quale sono collegate solo due carte che ho e non sono quelle che mi chiedono loro.

come faccio adesso? Cè un modo per evitare di verificare quelle carte? Non sono smarrite o bloccate, non le ho mai avute.

se chiudo il conto che succede?

grazie in anticipo per la risposta.

Thank you very much for your reply, samibay96. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

hello kristina

I emailed you everything

Thanks for your help

ciao kristina

ti ho mandato tutto tramite email

grazie per l’aiuto

Thank you very much samibay96 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello samibay96,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you.

Could you tell me how many deposits you made in the casino since you started playing there? Could you please tell us if you created any virtual cards via the apple pay wallet? Please let me know.

Much appreciated!

Dear samibay96,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.