Casinoin - Player’s withdrawal has been delayed.

Hello. I played at this casino, but when it came time to withdraw money, they started canceling the withdrawal. Next they asked to go through verification. I provided all the necessary documents. Then they asked to go through video verification. I went through it the same way. A month has passed since then, and the money has not been returned to me. Moreover, they don’t tell me at all what the reason for canceling the withdrawal is. For several months now they have been answering me in the same way, saying that they are waiting for news from their specialists. Guys, the only hope is you. I'm sure they're trying to make me freak out and lose the rest of my money here.

Help

PS I can provide correspondence by mail if necessary.

Dear isdor84,

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, but one month is more than enough time for a casino to review all provided documents.

• Could you please advise which documents you provided and if the all have been approved? 
• Do I understand correctly that you are now waiting for the video to be reviewed?

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,

Kristina

Hi. I sent my passport. A selfie with my passport against the background of a monitor and an open profile page. Then screenshots of transactions. Then I uploaded a profile photo from the Binance Exchange to show that it was my account and sent money from it. After a while, they asked for video verification. I saw, called and answered the questions. Since then, they have been writing to me that a team of specialists is working on my issue. And this has been going on for a month now

I must inform you that they have responded to me regarding my question. They said that withdrawal was allowed. As soon as I receive the money, I will post here

I got the money.

But all this lasted a very long time. negative opinions about this casino remain.

Dear isdor84,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru