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Hello, I need your help once again. This casino is constantly delaying the withdrawal of my funds, claiming via chat that there is always a missing document. I send it, and they come up with another excuse and never finalize. I have sent everything they requested, including bank statements, proof of address, documents, and more. I believe they are acting in bad faith because they always require another verification and never conclude the process; there is always something else pending.

Olá preciso da ajuda de vocês mais uma vez . Este casino esta somente a protelar o levantamento de meus fundos alegando via chat que está sempre a faltar uma documentação . Eu envio e arrumam outra desculpa e nunca finalizam . Já enviei tudo que me solicitaram como Extrato , comprovativos , documentos , etc e ainda mais um pouco , creio que estão a agir de má fé porque sempre arrumar uma outra verificação e nunca concluem , sempre fica algo mais pendente .

Dear agmfilho, 

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. 

Could you please specify which documents you have already provided and when exactly did you send the last one? Which of your documents have been approved and which are yet to be verified?

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, 

Veronika

Hello Veronika thank you very much for your support .

I finally got it today after a lot of trying.

But anyway I'll answer your questions to help the whole community.

Well, I sent my ID card front and back, I also sent proof of the card I deposited with, I sent 2 deposit slips, there were more things that they asked for. The problem isn't the verification, I've already done it in many casinos, the problem is that every time I sent what they asked for they rejected the withdrawal and asked for more things, you know? The support did not solve anything and frankly the casino did not show me confidence to continue betting, I will not put my money there anymore.

I provided everything quickly and did as instructed but it was a process that I find very strange to say the least and not transparent at all.

Anyway, thank you very much again for your help, see you soon and we can close the complaint if you think it's best.

Olá Veronika muito obrigado pelo suporte .

Hoje finalmente consegui receber depois de muito tentar .

Mas de qq forma vou responder suas questões para ajudar a toda a comunidade .

Bom , eu enviei meu cartão de identidade frente e verso , também enviei comprovativo do cartão o qual fiz depósito , enviei 2 comprovativos de depósito , tiveram mais coisas já não lembro tudo que eles pediram . O problema não é a verificação , já fiz esse procedimento em inúmeros casinos , o problema que sempre que eu enviava o que eles pediam eles reprovavam a retirada e pediam mais coisas entende ? O suporte não resolveu nada e sinceramente o casino não me demonstrou confiança para continuar apostando , não porei mais meu dinheiro lá .

Eu forneci tudo rapidamente e fiz conforme orientado porém foi um processo que considero no mínimo muito estranho e nada transparente .

De qualquer forma agradeço mais uma vez de imenso a ajuda de vocês , até breve e podemos fechar a reclamação caso acha melhor .

Dear agmfilho,

I'm glad to hear that you received your winnings. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, agmfilho, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Veronika

Casino.Guru