Casino Days - Withdrawal Issue Due to Address Mismatch.

Hello casino guru team please help me out ...my money stuck in casino days..my total winning amount is 31050...on 26th April I try to withdraw but can't access.. they sending mail that verify your account....provide the documents...I provide all my details..adhar card ...face capture with my id....my credit card statement with address of proof... actually they keep sending mail address mismatch. Actually the problem is when I registered casino days app I type my address only ludhiana.i did not write full address..then after I send mail to them I explained the reason registered time I just put only ludhiana...I keep telling them my full address with proof of documents I provide....but same mail they sending again and again send documents KYC.... complete...I did it already... please help casino guru team...I m providing you the prof which is I send to them

Dear Monika85,

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 list which documents you have already provided and when exactly did you send the last one?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Dear Monika85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.