Casino Cruise - Player’s withdrawal has been delayed.

I have completed the wagering requirements and made withdrawal request for 61.57$ and then they asked me for identity verification process I have provided all the necessary documents via email but my withdrawal is not processed yet so I request to casino guru help in this matter

Dear Sohil,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply.

Best regards,

Petronela

Now it's 72 hours are gone no reply from casino and withdrawal time frame is 72 hours

Dear Sohil,

Thank you very much for your quick reply. I fully understand that you're worrying, but please allow me to set the timer for 7 days and give some time to casino to complete the verification. It is nothing unusual if the verification takes longer than 72 hours. If there’s no development by then, we will intervene. Thank you very much for your understanding. 

OK i will wait

Thank you.

Welcome

I am waiting from 4 days now I request to casino guru please intervene in between

Dear Sohil,

I will ask you to be more patient please, and wait the whole 7 days. If there's no development by then, we will intervene. Thank you.

I am waiting from 26th June 12:50 IST today is 3rd July week is gone not even received any response nor my account is verified I think casino guru should intervene

Thank you very much Sohil for your patience. 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.

I would like to ask Casino Cruise to join this case and tell us the status of the player's verification process. Is there any problem with the sent documents?

Unfortunately the casino hasn’t provided any answer on this case yet.

Dear Sohilshaikh51, is there any update regarding your case? I would like to ask Casino Cruise again to reply on this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

Casino.Guru

We reopened the complaint on the casino's request and we received this additional post from them:

"Dear Sohilshaikh51,

I apologise as I didn't receive the notification of this case and am just seeing this now for the first time.

I can see that all of your documents have since been verified 🙂

If there is anything else you need please let me know!

Many thanks"

Could you please confirm us that you have been verified and your withdrawal request was successful?

Dear Sohilshaikh51,

Could you please confirm us that you have been verified and your withdrawal request was successful? I'm now extending the timer by 7 days. If you fail to reply us we will be forced to reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our message. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

I lost the money i have to make a deposit to withdrawl please close the case

Dear Sohilshaikh51,

Thank you for keeping us update. I'm sorry to hear that you lost your money. We are now closing the case as you requested. Please do not hesitate to contact us in the future if you will come across any trouble.

Best regards,

Nick

Casino.guru