4Kasino Casino - Player's account lost access to his account while his withdrawal is pending.

Good evening. I was directed to deposit on this site about 15 days ago by the partner PAY4FUN, everything was fine until Thursday, 17/08/2023. However, when I fulfilled the rollover and attempted to make a withdrawal, I was asked to send documents for account verification. I correctly sent all items requested in PDF format, and I was told that the documents would be checked within a maximum of 3 days and I could then withdraw. Yet on Friday, 19/08/2023, I was unable to access the site. I sent emails to the support team but the emails were returned with errors to my inbox (ATTACHED). I also contacted PAY4FUN, who confirmed that they are a legally registered partner and they too have contacted the company, but to date, they still have no response from them... I am extremely concerned, as I have more than R$2,000.00 with this company, which simply disappeared!!! I would appreciate if you could assist me in resolving this serious issue. Thank you in advance for your attention.

Dear andersontricolorffc,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 4Kasino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

I checked the casino website and tried to contact casino support but I was not successful either

Could you please send me your last interaction with the casino to my email at tomas@casino.guru ?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The site I was able to access again today, but now they inform that it is up to 3 days after sending the documents to verify the account and after releasing withdrawals, but I sent my documents all right on 08/17 and the 3 days have passed and no they verified the account preventing me from withdrawing 😔😡

I understand your frustration,

but we also understand the KYC verification of your account might take some time. We allow a few working days for the casino to complete account verification of player's accounts.

I am glad the casino is communicating with you regarding the issue. If there are any problems along the way, kindly let us know.

I'll set the timer for an additional 7 days, and if there will be a need to intervene, we'll do so.

Please let me know about any further developments.

Dear andersontricolorffc,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.