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Good day, I have opened an account on this casino site and they have asked for numerous documents for verification. I have sent all of them, but they keep on asking me to resend them. In the meantime, I have won 1500 euros, but I can't seem to claim my winnings. If you could help me with this issue, I would greatly appreciate it. Thank you very much.

Buongiorno ho aperto un conto su questo casinò chiedono tanti documenti per la verifica li ho inviati tutti ma sempre mi dicono di rinviarli nel frattempo ho fatto una vincita da 1500 euro ma nn riesco a riscuotere la vincita se mi potete aiutare grazie mille

Dear momofabimathlouthi,

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

Yes, good morning, the problem is that I sent all the necessary documents and they told me to send them back. I sent them to them. They told me the bank statement was valid for 3 months. It was sent on 30th September and therefore the wine is valid on 30th December but they didn't accept it. I also sent the bill. landline phone but they didn't accept it because they say that a mobile phone thanks very much

Si buongiorno il problema che ho inviato tutti i documenti necessari e mi rinviano di rinviarli ci ho inviato mi dicono i estratto conto valido 3 mesi lo inviato data 30 settembre quindi e valido vino al 30 dicembre ma nn lo hanno accettato ho inviato pure la bolletta del telefono fisso ma nn lo hanno acettata perché dicono che di un telefono mobile grazie mille

Thank you very much for your reply, momofabimathlouthi. 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.

Good morning, they finally verified my account and paid me the first installment, thank you

Buongiorno finalmente mi hanno verificato il conto e mi hanno pagato la prima rata grazie

Yes but there is a problem because they closed my account with the money they have to give me

Si ma c'è un problema perché mi hanno chiuso il conto cn dei soldi che mi devono dare

Could you please clarify how much money is being held in your closed account? Have you received any explanation from the casino regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or post it here in this thread. 

Dear momofabimathlouthi,

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.

Yes, everything is resolved, thanks

Si aposto e tutto risolto grazie

Dear momofabimathlouthi,

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,

Kristina

Casino.Guru