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For more than 9 days I have sent my passport, driving license, bank account, ID, and other documents, and still nothing, they make fun of me by making me wait for nothing, but they give everyone the same answer, and in the meantime they have the €210 and not me, which would be mine and the blocked account ... and a shame, I have to get a lawyer for € 210

Sono da più di 9 giorni ho inviato passaporto ,patente,cea tratto conto ,ID , e altri documenti ,e ancora niente mi prendono in giro facendo aspettare per niente , ma rifilano a tutti la stessa risposta , e intanto i 210€ li hanno loro e non io , che sarebbero i miei e il conto bloccato …e una vergogna,devo mettere un legale per 210€

Dear danielpant,

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.

Have you provided all the required documents as soon as possible and in the correct format? Do I understand correctly that the casino blocked your account?

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

I sent all the requested documents and the account statement and also documents that were not needed to ensure once again, a serious casino as you say, should respect the times mentioned, i.e. 72 hours but not 10 days, I wrote 37 emails without exaggerating, and all those you work with say the same thing but not a solution, i.e. respect the deadlines … but since I'm not the first person that happens, I don't think so. Serious after 10 days, this mess, that's why I would like my money back. but I'm still here. Write ... a serious casino take William hill as an example .. that payments after the first time, which takes 2 days maximum, on the second payment and withdrawal arrive at the same time that the withdrawal is requested .... so let's put philosophy aside and for check the documents, it seems that you are at customs ... I would like my money back because seriously, there is only me because we are talking about €210 which I should need temporarily for urgent family matters, and instead you still have them after 10 days. Kind regards Daniel P***

Username 888: Position_

Ho inviato tutti documenti chiesti e L estratto conto e anche documenti che non servivano per assicurare ancora una volta, un casinò serio come dice lei , dovrebbe rispettare le tempistiche dette ,cioè 72 ore ma non 10giorni ,ho scritto senza esagerare 37 email ,e tutti coi che lavorate dite la stessa cosa ma non una soluzione,cioè rispettare le tempistiche …ma dato che non sono la prima persona che succede , non penso sia così. Serio dopo 10giorni ,questo casino ,per questo vorrei i miei soldi indietro .ma sono ancora qua. Scrivere … un casinò serio prendete esempio da William hill..che i pagamenti dopo la prima volta ,che prende 2 giorni massimo , al secondo pagamento e prelievo arriva nello stesso momento che si richiede il prelievo….quindi mettiamo la filosofia da parte e per controllare i documenti ,sembra che si è alla dogana ….vorrei il mio denaro indietro perché di serio ,ci sono solo io perché parliamo di 210€che mi dovrebbero servire momentaneamente per cose urgenti familiari , e invece voi li avete ancora dopo 10giorni . Cordiali saluti Daniel P***

Username 888: Porposition_

Thank you very much for your reply, danielpant. Before we contact the casino, 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.

Dear danielpant,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.