The player from Argentina had a pending withdrawal of USD 1614.90 with Bitsler Casino. Despite having successfully completed ID and facial recognition verification, his proof of residence had still been under review for ten days, with no resolution time provided by the support staff. After our intervention, the player had received full verification of his account, and his withdrawal had been processed. The issue had been resolved.
Bitsler Casino - Player experiencing withdrawal delay due to unresolved verification.
Amount: $1,614
Bitsler Casino
Safety Index:HighSafety Index
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8.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Good day. I have an account with Bitsler Casino. I requested a withdrawal of USD 1614.90 around 10 days ago. I have verified my identity with my ID and facial recognition, but my proof of residence is still pending. I submitted the proof 10 days ago, and the support staff just keep telling me "you need to wait" without giving me a specific resolution time. However, my withdrawal is still pending.
On the other hand, I trusted this casino because of its high rating on Casino Guru, but I think I may have made a mistake. (I've attached a history of emails)
Could you please help me resolve this?
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7 months ago
Dear pablofco1,
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.
Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification? Have you provided all this document 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
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7 months ago
Translation
Hello. If I have sent proof of address, they would request it. I understand the importance of KYC, but it cannot take so many days to verify that document.
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7 months ago
Thank you very much for your reply, pablofco1. 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.
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7 months ago
Translation
Good morning Kristina. Today I received full verification of my Bitsler account and they processed the withdrawal of my funds. Thank you very much for your help. The case has already been resolved according to
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7 months ago
Dear pablofco1,
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
