The player from Bulgaria is having difficulties withdrawing winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.
The site does not want to pay me the amount I won, because they want me to verify an expired debit card, because I have made deposits with it - no amount has been withdrawn so far. I was directed to the card issuing bank, where I was told that a debit card document that had expired and been destroyed could not be issued. The site refuses to do the verification with the explanation that the bank must give me such a document.
Dear Петя,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that verifying your credit card seems to be the only obstacle standing between you and your winnings?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina