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On 12/9, I registered at this casino and made some deposits. On 14/9, I sent in my documents for verification, and on 15/9, I submitted a withdrawal request. Since their chat wasn't working, on 16/9 I asked for information and they responded that the verification could take up to three business days. I sent additional emails in the following days requesting updates, but I received no outcome or response.

In data 12/9 mi sono registrato presso questo casino e ho fatto alcuni depositi. In data 14/9 ho inviato documenti per la verifica e in data 15/9 ho fatto richiesta di ritiro. Poichè la loro chat non funziona in data 16/9 ho richiesto informazioni e mi hanno risposto che la verifica poteva richiedere fino a tre giorni lavorativi. Ho inviato ulteriori mail nei giorni successivi per richiedere notizie ma senza alcun esito o risposta.

Dear cr02086,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I recommend that you give it a few more days so that the casino has enough time to review your documents. If the casino fails to verify your documents within a week, please get back to us and we will intervene.

Thank you for your patience.

Best regards,

Kristina

Good morning. I wanted to inform you that this morning when I accessed the account the account was verified, however the withdrawal was canceled and the funds were credited back to my account. I sent an email to ask for the reasons and at the same time I re-submitted the withdrawal request using the same method as the deposit. I would say to wait a few business days.

Buongiorno. Volevo informare che stamane accedendo all'account il conto risulta verificato, tuttavia il ritiro è stato annullato ed i fondi riaccreditati sul mio account. Ho inviato una mail per richiedere le motivazioni e nel contempo ho rifatto la richiesta di ritiro utilizzando il medesimo metodo del deposito. Direi di attendere alcuni giorni lavorativi.

Today in response to my email for clarification about the reversal of my withdrawal I received a response telling me that there were technical problems. I responded by saying that I resubmitted the withdrawal request and am awaiting their outcome.

Oggi in risposta alla mia mail di chiarimenti circa lo storno del mio ritiro mi arriva una risposta in cui mi dicono che ci sono stati problemi tecnici. Gli ho risposto dicendo che ho riproposto la richiesta di ritiro e attendo il loro esito.

Good evening. I wanted to inform that the case has been resolved positively. The funds have been credited. Thanks anyway for your attention.

Buonasera. Volevo informare che il caso si è risolto positivamente. I fondi sono stati accreditati. Grazie comunque della attenzione.

Dear cr02086,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru