Casino 2020 - Player's withdrawal has been delayed.

Been on hold for a year for withdawal.Keep sending messages about change of address and uploaded new utility bill.Keep getting told to contact support.Done this 3 times with email now.Still waiting on verification of address and same answer .Address doesn't match registered address.Even though I've stated new address and providEd utility bill.Seems like I'm going round in constant circles.

Dear Blueboy6666,

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.

Do I understand correctly that verifying your address seems to be the only obstacle standing between you and your winnings? Could you please clarify what is the difference between the address in your profile and the address in your documents?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina

We can close this now.The verification and address details are now resolved.My document was sent yesterday and agent has now updated all details.Thank you for your prompt response here.

Kind regards

Awesome news, Blueboy6666. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.