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I have been trying to withdraw my money for more than 5 days and they only ask me for verification documents that have already been sent and approved, they say that the finance department is verifying something that is already accepted, they only keep my earnings

Llevo más de 5 días intentando retirar mi dinero y solo me piden documentos de verificación que ya han Sido enviados y aprobados, dicen que el departamento de finanza está verificando algo que ya está aceptado, solo retienen mis ganancias

Dear Bizarroillsane,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Hello, the problem is not the verification, the problem is that they ask me for the same documents every time I ask for my withdrawal, and the documents have already been sent and approved, both the identification, the capture of the deposit, the capture of the deposit account with my name, address... Everything...

Hola el problema no es la verificación el problema es que me piden los mismos documentos cada vez que pregunto por mi retiro, y los documentos ya han Sido enviados y aprobados, tanto la identificación, la captura del depósito, la captura de la cuenta del depósito con mi nombre, el domicilio... Todo ..

Thank you very much for your reply, Bizarroillsane. 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 Bizarroillsane,

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.