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Have made a withdrawal of 480 euros. Have uploaded all the documents requested. All the time there are new requirements for what to send in and it's starting to get ridiculous.

I have sent in ID documents, proof of address, papers from tax authorities, banks, bank statements, selfies and other things. It does not help. This company just delays and asks for more and more documents. Seems to be the same owner as the scandal-ridden company bestro casino

Har gjort uttag på 480 euro. Har laddat upp samtliga dokument som efterfrågas. Hela tiden kommer nya krav på vad som ska skickas in och det börjar bli löjligt.

Jag har skickat in idhandlingar, bevis på adress, papper från skatteverk, banker, kontoutdrag selfies och annat. Det hjälper inte. Detta bolag bara förhalar och ber om mer och mer dokument. Verkar vara samma ägare som till det skandalomsusade bolaget bestro casino

Dear Peder,

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 have been asked of you and when exactly did you send the last one? Were any documents you submitted rejected by the casino? Which documents seem to be causing issues currently?

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,

Tomas

I have sent in proof of address from the Swedish Tax Agency. Additional proof with address. ID documents. Have had to send in documents from the bank with deposits, that I am the holder of the account, especially document about IBAN and BIC.

The documents are rejected to delay the process.

A few days ago I was fully verified, but then they rejected the withdrawal request and want a selfie. Now I've had enough ahr self-excluded myself from this site. I can not take it. They then wanted to offer me a bonus if I didn't self-exclude myself, but then I can't withdraw my withdrawal then it seems according to their bonus terms.

It doesn't work anymore. They don't respond to cahtt either. Often hours in waiting time.

Jag har skickat in adressbevis från skatteverket. Ytterligare bevis med adress. Id handlingar. Har fått skicka in dokument från banken med insättningar, att jag är innehavare av kontot, särskilt handling om IBAN och BIC.

Dokumenten avslås för att fördröja processen.

För ngn dag sedan var jag fullt verifierad men då avslog de uttagsbegäran och vill e ha in selfie. Nu har jag fått nog ahr självexkluderat mig från denna site. Jag orkar inte mer. De ville då erbjuda mig en bonus om jag inte självexkluderade mig men då kan jag inte få ut mitt uttag sen verkar det som enl deras bonusterms.

Det går inte längre. De svarar inte på cahtt heller. Ofta timtal i väntetid.

Now they have finally agreed that I can self-exclude myself. It took several hours. 4 chat contacts and 6 emails before they accepted this. Instead, they wanted to give me a bonus so that I wouldn't self-exclude myself

Nu har de äntligen gått med på att jag får självexkludera mig. Det tog flera timmar i anspråk. 4 chattkontakter och 6 mail innan de accepterade detta. De ville i stället ge mig en bonus så att jag inte skulle självexkludera mig

Thanks for the update, Peder.

Could you please confirm whether you received your withdrawal from the casino yet? Do you still require our assistance or can we consider the issue resolved? Please let me know.

Dear Peder,

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.

I asked for permantly self exclude. And than it was no idea for them to delay the payment more. So i got my money. This is the only sultuition today, close your accounts than they wil

So you can close this case. I warn other players. Dont play at this casino

Dear Peder,

Thank you for the update on the situation. I will now mark the complaint as 'resolved' in our system. 

I fully appreciate your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru