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I requested a withdrawal on 5th July 2021. they asked for documents which I submitted on the same day. over a week ago and they have still not approved them or give me my withdrawal. I am starting to get cross now. this is a lot of money and they are refusing to payout right now

Dear petro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more question before we would try to contact the casino. When did the verification process begun? Did you send all the requested documents to the casino? Did you play with any bonus money or free spins? Please note that the verification may take up to 14 days sometimes even more if the withdrawal request is a higher amount. Please send me through every relevant proof or communication between you and the casino to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

Hello,

as I said, the date they requested the documents was 5th July 2021, I submitted all the required documents on the same day.

So today is 3 weeks since the documents have been sent in and all they keep saying to me is its under review but it seems to be taking too long now.

Hello,

as I said, the date they requested the documents was 5th July 2021, I submitted all the required documents on the same day.

So today is 3 weeks since the documents have been sent in and all they keep saying to me is its under review but it seems to be taking too long now.

What’s going on? You are not replaying to me

Dear Peter,

I'm sorry for the late respond as I was out of office for a little time. Please allow me to forward this complaint to my collegue Andrej who will be trying to contact the casino. I hope it will be resolved and we will be able to help you out in your case.

Best regards,

Nick

Dear petro1,

I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Fruity King Casino to join this thread.

Dear Fruity King Casino,

Could you please state the reason why petro1’s gaming account has not yet been verified?

Hello @petro1,

Thanks for playing on Fruity King.

We had a look into this & your KYC's are still under investigation. Our operations team will be communicating with you once this is concluded. Please be assured that we will get back to you on this thread as soon we get an update and do let us know if you receive any further communications from the team via email too.

Kind regards,

Fruity King Casino.

@fruity king

you have been saying this for a month now. it should not take this long, you have given no reason why it is taking this long

Thank you, Fruity King Casino, petro1, for your replies.

Dear Fruity King Casino,

I’m setting the timer for 7 days. We’ll wait for further updates from you.

We would like to ask Fruity King Casino to give us an update on the issue. 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’.

Fruity king this is totally unacceptable now.

YOU HAVE HAD SINCE THE 5TH JULY, WHAT IS GOING ON, RELEASE THE WITHDRAWAL

@Fruity King

This is now with IBAS

ask Fruity King Casino for a final decision, explaining IBAS require this

Dear petro1,

Please note that we’ve notified the casino representative about your request. We’re expecting an update from them soon.

Hi @petro1,

We have raised this with the team and will let you know the update soon

Our sincere apologies in advance for the delay.

Kind regards,

Fruity King Casino.

Thank you, Fruity King Casino, for your reply. We’re extending the timer by 7 days. We’ll wait for further updates from you.

Hello Andrej and thank you.

Hi @petro1,

The team has updated that the documents shared was insufficient and is still investigating, we will let you know of any future developments.

Kind regards,

Fruity King

The documents are what you asked for.

it is now clear you don’t want to pay out.

The IBAS are waiting for your final decision. Either you realise the money or they will investigate why you are not.

Dear petro1,

Has there been any news regarding your complaint submitted to IBAS?

Please note that we’re in touch with the casino team. We’ve been told that the issue still hasn’t been sorted.

I’m extending the timer by 7 days.

Hi @petro1,

The KYC procedure usually happens sooner but in some cases the team needs to cross verify a couple of things. We appreciate your patience and will give you an update on this soon.

Thank you.

Kind Regards,

Fruity King

IBAS can’t take over till fruity king say there final decision which is just taking forever, coming on 2 weeks now.

IBAS says they will take over if fruity king can’t make a decision in a reasonable time.

fruity king you really need to set this up now as it is unacceptable taking this long

We would like to ask Fruity King Casino to give us an update. 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’.

Fruity king this is getting beyond a joke now.

the withdrawal request was made 2 months ago now!!

Dear petro1,

The casino representative informed us they will give us an update on the issue by tomorrow.

Therefore, I’m extending the timer by 1 day. In case there’s no relevant update by the time the timer expires, we will close this complaint as ‘unresolved’.

Dear petro1,

Unfortunately, we haven’t received any relevant updates from the casino.

I am very sorry but since the casino seems to be not willing to fully cooperate in this case, we’re not able to proceed with the investigation.

Another option is to file an official complaint to the casino’s official ADR and/or the Licensing Authority. As you have already contacted IBAS and have not yet received an official statement, my recommendation is to also try contacting the relevant authority. I will gladly guide you through the process. Please let me know if you decide to do so or if you have any questions.

Hello,

I have contacted IBAS.

what's the authority? where do I go to for that?

Hello @petro1,

Hope you are well!

We are looking into this issue as a priority and will let you know the status asap.

We appreciate your patience on this.

Thank you,

Kind regards,

Fruity King Casino

Thank you, Fruity King Casino, for letting us know. Can you please let us know in what time range from now can petro1 expect some progress?

Dear petro1,

You can contact the licensing authority by filling out the form available on its website (link), but please be aware that doing so likely won’t help speed things up as the casino officially has 8 weeks from the date the complaint was submitted to provide an official statement.

Hello @Andrej and @petro1,

We want this to be resolved soon & do not have any exact date but hopefully it should be done in the next 2-3 business days.

If there is a delay we will update you on the same thread.

Thank you very much.

Kind Regards,

Fruity King Casino.

Thank you, Fruity King Casino, for the reply. I’m setting the timer for 7 days. We’ll wait for further updates.

Hello @Andrej and @petro1,

Hope you are well!

We are still working on sorting this out and will of course keep you posted on the progress.

We apologize as this is taking longer than we thought and are hoping to get an update soon.

Kind Regards,

Fruity King Casino.

Hello @Andrej and @petro1,

Just spoke with compliance and we do not have any update as this is still being investigated. They have asked me to wait till this week for a conclusion and I will keep you posted on the progress too.

Thank you so much for your patience.

Kind Regards,

Fruity King Casino.

hello,

I have been waiting for this withdrawal since 5th July, almost 3 months now, so I do hope that it will be sorted this week and my patience is starting to wear thin now.

Peter

Dear petro1,

Unfortunately, from a legal standpoint, the casino has 8 weeks from the date an official complaint is lodged to resolve the situation. Therefore, I’m afraid that all we can do until this period passes is to stay patient.

Dear Fruity King Casino,

I’m extending the timer by 7 days. Please keep us posted on any updates.

Hi @Andrej,

Yes, we will let you know as soon as we have an update on this.

Thanks in advance

Kind Regards,

Fruity King Casino

Dear petro1,

Unfortunately, there is still no news. As this case is currently also being assessed by the relevant authorities and no specific time frame in which we should expect an update was indicated, we will now close this complaint as ‘Waiting for decision of regulator’.

Once the decision of the regulator is known, we will classify this complaint accordingly.

Should you have any additional questions, feel free to contact me via e-mail. My e-mail address is andrej.p@casino.guru.

Dear petro1,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority/ADR, we kindly request that you forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, Casino.Guru

Dear petro1,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the IBAS' verdict. Until then, we appreciate your understanding.