The player from Greece struggles to verify his account despite submitting documents multiple times after a significant win. He believes the casino is intentionally delaying the verification process and has gathered evidence of his gameplay.
Cashed Casino - Player’s withdrawal is delayed due to account verification issues.
Amount: €5,220
Cashed Casino
Safety Index:HighSafety Index
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8.9
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Case opened
Current status
Waiting for Casino Guru to reply
3d 21h 59m 6s
Case summary
2 days ago
Public
Public
3 days ago
Translation
Good evening!
I have sent my documents to the casino many times. I had a good win and I want to receive my money in my account, but this particular casino is intentionally not verifying my account. From the beginning, I have taken many screenshots as proof, along with several videos of me playing online to have a record if needed in case they treat me unfairly. This way, I can take the necessary actions if required. I would like your help to receive my withdrawal in the proper way as soon as possible!
Automatic translation:
Public
Public
3 days ago
Dear Locogreko14,
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?
Could you please share your communication with the casino regarding the canceled withdrawal? 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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Sensitive attachment
3 days ago
Translation
Yes, I also want to collaborate with them but I don't understand why this is happening since I have even sent them my photo holding my ID, my card, everything, everything, if possible, guys, see the screenshots. I will send you the rest by email.
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Public
Public
2 days ago
Translation
Logically, they are waiting for the December statements because I have them for November, but the bank I work with, the National Bank of Greece, issues the statements every end of the month and the beginning of the next, so I will wait to send them then! And if there is any problem, I will let you know, thanks.
Automatic translation:
Casino Guru is examining the case
