The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing additional verification. The complaint was resolved after the player's account was succesfuly verified.
The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing additional verification. The complaint was resolved after the player's account was succesfuly verified.
The player from Italy is experiencing difficulties withdrawing his winnings due to ongoing additional verification. The complaint was resolved after the player's account was succesfuly verified.
Dear Nemokid,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
Dear Nemokid,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
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,
Petronela
I see. I remember the same issue with other casinos as well. Could you please advise if you have provided any other picture IDs as well?
I see. I remember the same issue with other casinos as well. Could you please advise if you have provided any other picture IDs as well?
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Nemokid,
I'm Nikolas and I'll be assisting you from now on in this case. I will now try to contact the casino and let them know about your issue.
Hello Nemokid,
I'm Nikolas and I'll be assisting you from now on in this case. I will now try to contact the casino and let them know about your issue.
Hi Nikolas,
I inform you that the casino in question has regularly checked all my documents and approved them. You can close the claim, thank you very much!
Ciao Nikolas,
ti informo che il casinò in questione ha regolarmente verificato tutti i miei documenti e li ha approvati. Puoi chiudere il reclamo, grazie mille!
Dear Nemokid,
Thank you very much for letting us know that your issue has been resolved. We will be closing now the complaint. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.
Best regards,
Nick
Casino.guru
Dear Nemokid,
Thank you very much for letting us know that your issue has been resolved. We will be closing now the complaint. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.
Best regards,
Nick
Casino.guru
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.