Casinochan - Player’s struggling to complete KYC verification.

They haven't been able to pay me money in over three weeks. They will always send me an email "REQUEST FOR SELECTION WAS RECEIVED" first and usually within 5 minutes in another email "REQUEST FOR SELECTION WAS CANCELED". They still want some documents ....... IDENTITY CARD, DRIVER'S, ACCOUNT STATEMENT WITH A PERMANENT ADDRESS, COPY OF PAYMENT CARD BOTH SIDES AND CVC CODE, CONFIRMATION OF DEPOSIT, ETC. As sorry, they already know everything about me, and the same thing over and over again. Can anyone advise what and how to proceed. Thank you MS

Dear Michal,

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 licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. 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 started the verification process? Lastly, please forward all the relevant communication to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Michal,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.