The Residence Casino – generell diskussion

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I am having issues contacting the casino. I am constantly in a queue for their online chat and then get kicked off due to inactivity. I have sent them numerous emails and no response. I have pending withdrawals

Being repeatedly disconnected from live chat while your emails go unanswered is understandably frustrating, especially with withdrawals pending.

How long have you been waiting for the withdrawals, what is the total amount, and which payment method are you using? Also, has your account verification been completed, and have you received any explanation for the delay?

We generally allow casinos up to 14 days to process withdrawals, but that isn’t a strict requirement to wait before seeking help. The next step will depend on how long this has been going on and whether there are any other issues beyond the lack of communication.

Hi thank you. Not a massive amount just £60 in two separate £30 transactions. Both withdrawn on 28th September.

Level 1 verification: basic is verified

Level 2: identification: awaiting approval.

Numerous emails and attempts at online chat and I've had no response yet.

Even though it’s £60, you still deserve a response and a clear explanation.

Your withdrawals have now been pending for ten days. The identification check awaiting approval could be holding them up, although we don’t have confirmation from the casino. When did you submit the documents for Level 2 verification? Does the account show anything else you need to provide, or simply that they’re awaiting approval?

For now, leave both withdrawals pending. The lack of communication is frustrating, but knowing how long the documents have been waiting will help us assess the next step.

Hi, I only noticed on 6th October that ID checks were not complete as they are not in an obvious place on the site. Screen shot provided. The only way to escalate is through online chat (no way of getting through) or via email where no response at all. I even tried the affiliate email address on their site to try and get a response but that email bounced back to be as undeliverable

Thank you I appreciate you taking time to respond.

The screenshot confirms that your identity verification is awaiting approval, but it doesn’t show when the documents were submitted. Did you upload them on 6 October when you noticed this, or had you already submitted them earlier?

If you uploaded them on the 6th, the verification itself has only been waiting a few days, although your withdrawals have been pending since 28 September. That distinction helps us understand the delay.

I understand you’ve already tried the available contact channels without success. There’s no need to keep repeating those attempts for now. Let me know about the upload date so we can assess the next step.

Kära Casino Guru-teamet,

Tack för din feedback.

Jag vill reda ut ett viktigt missförstånd: Jag påbörjade inte verifieringsprocessen den 6 oktober. Jag har försökt att verifiera min bostadsadress hos MrBet i ungefär sex veckor nu.

Skärmdumpen från den 6 oktober visar bara statusen för min verifiering vid den tidpunkten. Det betyder inte att jag skickade in mina dokument för första gången den dagen.

Jag började bevisa min identitet och i synnerhet min hemadress för ungefär sex veckor sedan.

Sedan dess har jag laddat upp minst 20 olika dokument och bevis. Jag har kontakt med casinot ungefär varannan dag, skickar in nya dokument eller försöker ta reda på varför mina tidigare dokument inte accepterades.

Problemet är att mina dokument gång på gång avvisas utan en konkret och begriplig förklaring till vad som ska vara fel med dem.

Till exempel fick jag vid ett tillfälle veta att skannade dokument inte skulle accepteras. Därför avstod jag från att skanna några dokument.

Jag informerades sedan om att dokument inte får konverteras till PDF-filer eller skapas separat som PDF-filer. Jag uppfyllde därefter även detta krav.

Jag anpassade mitt tillvägagångssätt varje gång enligt kasinots instruktioner. Trots detta avvisades de inlämnade dokumenten igen.

Bland annat lämnade jag in officiella myndighetsbrev, försäkringsdokument och andra bevis som enligt de krav som skickats till mig i allmänhet borde vara lämpliga som adressbevis.

Jag får dock samma meddelande om att mitt dokument har avvisats eller att mitt konto fortfarande inte är helt verifierat.

Det jag saknar är en konkret förklaring av vilket krav respektive dokument faktiskt inte uppfyller.

Detta är därför inte en verifieringskontroll som bara har pågått i några dagar, utan en process som har pågått i ungefär sex veckor med ett flertal inskick och upprepade avslag.

Det stämmer att mina betalningar har varit utestående sedan den 28 augusti. Svårigheterna med adressverifieringen började dock flera veckor tidigare.

Jag har redan vidarebefordrat ett flertal e-postmeddelanden till dig som bevis. Datumen på dessa e-postmeddelanden visar att jag arbetade mot verifiering långt före den 6 oktober.

Jag förstår att Casino Guru först behöver verifiera tidslinjen. Jag ber er dock att inte bedöma mitt ärende som om jag bara hade skickat in mina första dokument för några dagar sedan.

Jag har ägnat sex veckor åt att försöka uppfylla alla krav, och nu vet jag inte längre vilket dokument jag ens ska skicka in.

Jag är naturligtvis beredd att efterkomma legitima verifieringsförfrågningar. Jag behöver dock snarast en begriplig förklaring till varför mina tidigare dokument upprepade gånger avvisas.

Därför kontaktar jag er och ber uttryckligen om ert stöd.

Snälla hjälp mig att få MrBet att granska de bidrag som hittills har skickats in, ange specifika skäl för avslag och slutligen slutföra verifieringsprocessen. Jag har en känsla av att det är en bluff, men det är bara min personliga känsla.

Mitt spelkonto innehåller totalt 70 006,36 €, varav 24 000 € redan har begärts för uttag.

Jag vill helt enkelt att mina legitima påståenden verifieras och att mina vinster betalas ut efter lyckad verifiering.

Jag hoppas innerligt att du kan förstå min situation och hjälpa mig att klargöra den.

Tack så mycket för din tid, ditt tålamod och ditt stöd.

Med vänliga hälsningar

Ji Jaroslav, the documents were only uploaded on 6th October for identification checks.

Ok I won't send anymore messages for now and will await you advise on the matter.

Can you please look under what casino are you writing? Why you are replying to me in thread about completely different casino and for something which wasn't directed to you?

Find appropriate one and I know we spoke together about it, so the best would be to find thread where we are dealing with this casino.

Thank you.

Sure, let’s wait and see how things progress. As I mentioned, we generally allow casinos 14 days, and you’re getting close to that point, so I’d consider submitting a complaint.

Our Complaints Team may be able to guide you better than I can. I’m a forum administrator, so I can ask questions, answer yours as best I can, and share my thoughts, but I don’t investigate individual cases.

If you’d like our team to look into your situation and try to help resolve it, you’ll need to submit a complaint.

Ok I'll wait a few more days until I submit a formal complaint. Thank you.

Hi Marc, I’m having g the exact same problem as you, I submitted a withdrawal for £160 on 28th September and it’s just sat at submitted, I can’t get through via live chat and there’s no response to any emails I’ve sent, I’m thinking they’re scamming people.

Hi, I’m having trouble with this casino, I requested a £160 withdrawal on the 28th September and still haven’t received it, it’s just sat submitted status, I can’t get through via live chat and there’s no response to my emails, it feels like a scam.

Hi there. Sorry to see you in this situation.

Just like explained earlier, though, the complaint is here for you and the way you described the situation, I'd say it's worth a shot.

Let me forward you to it: https://casino.guru/complaints/create

It's been quite some time with no actual progress or even response; thus, I dare to say you could use some help.

What do you think?

Hi, yes please. At the very least I would like my deposits back.

I have used the complaint form.

Interesting this page says that the casino does not accept UK players but it let me sign up no issue, I am not using a VPN or anything either, surely then in that case all my deposits should be returned!!

To be honest I think it’s a scam site and our money has gone.

Ok, but this is not a refund service; please do not expect that. The complaints present mediated conversation between you and the casino in the first place, and refunds are not part of that.

Maybe it would be helpful to start with the guide: https://casino.guru/guide/how-we-resolve-casino-complaints

In my opinion we are not on the same page here.

Hello, I'd like to say that the matter is more complicated and I hope you don't mind if I describe patterns I daily see on the forum. It's a general observation.

It's very common for players from hugely regulated countries to play in offshore casinos like this one and then demand refunds because they had no clue. I don't think this mindset is safe. It's not just about the casino; it's normal that offshore casinos allow players from many countries and those players should protect themselves by doing research at least. Many players use offshore casinos and are paid in full, but if anyone is concerned about offshore licenses, they should not play at such casinos, as the UKGC quite directly advises.

From another perspective: If a player deliberately deposits money in a casino where they are registered and agrees to its terms and conditions, they are agreeing to transfer that money to that specific casino. I strongly recommend checking whether the casino is licensed under the UKGC before anyone decides to register there.

Well, back to the point: This specific site is fresh but has rather vague terms and conditions, just as the review says, so it may be problematic even with allowed countries. If the casino allows players to register and play and then says the country is restricted and money is forfeited, that's an entirely different and totally unfair situation, and offshore licenses rarely help players. This is something to keep in mind.

I understand your opinion, and I hope this casino will be fair, of course, since to me it seems we're dealing with delay and lack of communication. Given the circumstances, it's not the most positive mix, agreed.