24M Casino - Player’s struggling to complete the account verification.

Hi.i open an account on this website and i deposited 150£ on it and i play on sport betting(footbol) and now i have 900£ on my account,when i try to windraw some of the money,that its not possible because windraw in my account is disabled.ok.i umpload my id card for proof of identity and my uk driving licence with my address on it for proof of address and a bank statment.ok.i receive an email from them and they ask me to provide utility bill and picture with my card and a statment to unlock my windraw...i send them a picture with my card( the one i deposited)and a bank statment and again id and driving licence and i explain to them:i don't have a utility bill because i rent a room onlly and i have all the bills inclusiv and i live at this address from 2016 and i never have a bill in my name and probably i will never have one even if i will ask for and for that i send them all i use in Uk to prove my identity and address.I just read now all the bad rewiew about this Casino and im wory if i will ever receive my money from them!Please can you help me and dealing with the complain with them and check what its going on?please.because they don't have any phone nr to contact them.Thank You

Dear Paul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. As you might know, our Complaint Resolution Center Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to account verification, we will try to help you.

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

Do I understand correctly that providing a utility bill seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi.i Already sort it out the verification issue and its done now but i havw troble windraw the money from this cassino and they block my email and i can't send a email to them anymoore and my windraw is still pending...i play on cassino and sport betting to and i lost on cassino and i win on sport betting on the same site..can you sort it out to windraw my money please?500£ ia now because i already lost other 400 on casino games.Thank You

Hello Paul,

Could you please forward confirmation regarding successful account verification to petronela.k@casino.guru? Looking forward to hearing from you.

Hi.i just send you 2 email from them.

1 with the complete verification and second one with the answer for why is take so long for my windraw to be completed.thank you

Thank you very much, Paul, for your emails. Do I understand correctly that your withdrawal is pending since the 21st of March when your account got successfully verified?

I fully understand your frustration however, I will set the timer for additional 5 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your understanding.

Hi,just after i send you the emails with the succesful verification the money disapeared from pending and now i keep check my account every day to see if they will send me the money back...i try to be possitive and i hope they will send my money.now usualy take between 3 and 5 working days to process a payment internationaly and 2 days already gone and i hope to have the money in my account by wednesday.Finger Cross

Thank you very much, Paul, for the update. Let's stay positive and hope for more good news. I'll check back with you on Wednesday.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Paul7878, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru