The player from Italy deposited €20 to receive a bonus and submitted verification documents on 11/11/2024, but has not received a confirmation email. They are seeking to know the status of their account verification and to withdraw their winnings of €100.
BetMaximus Casino - Player's withdrawal is delayed due to verification issues.
Amount: €100
BetMaximus Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
6d 13h 7m 0s
Case summary
10 hours ago
Public
Public
16 hours ago
Translation
Hello, I made my first deposit at the casino, and in the meantime, I sent all the documents for verification on 11/11/2024, but I still haven't received the confirmation email.
Meanwhile, I deposited €20 to receive the bonus that was offered to me: 360 free spins with no wagering, winning €100, which I then requested to withdraw.
What do I need to do to find out the status of my account verification and 
receive my winnings?
Thank you very much for your attention.
Automatic translation:
Public
Public
14 hours ago
Dear Stefy0,
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 did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
When did you request the withdrawal?
Could you please share your communication with the casino regarding the withdrawal and verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Public
Public
10 hours ago
Translation
They don't want to accept my bank statement because it's from an online bank, crazy stuff!!
I have sent you all the files to your indicated email
Thank you so much Guru
Automatic translation:
Casino Guru is examining the case
