Cafe Casino - Player’s withdrawal is significantly delayed.

I try to make a withdrawal and they lock my account t for verification. I send everything that ask me for and they said it should take 24/48hrs. It’s already been 13 days and I message them everyday and all the days is it’s still u fee review. To just wait for the email. My wife verification only took 2 days and my it’s been longer then 2 weeks

Dear gabytrokas,

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?
• Have you provided all the required documents 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

hello I have submitted everything id pictures my gas bill picture me holding my id . They even ask me to send them in the chat when am taking to someone and they have transfer me 3 times to a supervisor and they all say the same just wait for the verification team to finish with there review. It doesn’t take weeks to verify someone. My wife was verify in 2 days and we did it at the same time the only difference is that I try to withdraw so is that why is taking long?

I just try to talk to them again and these is that they said now

Thank you so much casino.guru. Cafe casino have Re-enabled my account. If I knew I had to do these b4 I would have done it right away. But am glad they verified me . Thank you so much for both of yous for resolving my case.

Dear gabytrokas,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina 

Casino.Guru