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Hi, I submitted a withdrawal request November 17/23. I have still not received it. When i reached out to their chat they told me i needed to send bank statements to them via email to verify my account. I have done that multiple times now with no response back as promised with their "up to 48 hour processing time". Each time i go the chat i am told the same thing for weeks and weeks. To continue waiting for someone to review my documents and get back to me shortly. No one ever does.

Dear sheilaA, 

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 advise which documents you have already provided and when exactly you sent the last one?

Is your bank statement the only document that has not been approved yet?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I sent them a bank statement as a pdf file on December 7th which is what I was advised to do by chat support.

5 days after without hearing any response I went to their chat again to ask for the status. I was then told that my bank statement isn’t sufficient and I would need to submit another to verify my deposits. They were extremely vague, like talking to a robot. I just wanted a straight answer. "Why it was insufficient? Was there certain dates they needed to verify?"

With no straight answer. So I then sent 2 more months of bank statements to them on December 12th.

I was never told to submit any other documents to them. I will gladly send them any documents they may need to get this done and over with. To be honest it’s exhausting going back and forth on the chat every 4 days with no real answers.

Edit** Sorry the first bank statement was sent November 23rd. Then I resent it December 7th.

Thank you very much, sheilaA, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Update. I have finally received my withdrawal today. Thank you.

Dear sheilaA,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru