Casinoin - Player's withdrawal is delayed due to verification issues.

hello i oppend casinoin one week ago. At first i made a 900euro withdraw and i took the money in my card instant. The next day i made a 1000euro withdrawal and they asked me for verifycation. I have send all the nedeed documents but they have nit verify my account. I need help and i want to know if they are gonna scam me or give me my money

Dear rospi, 

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino customer support regarding your verification?

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, 

Veronika

μου ζήτησαν τα εξής

· σελφι με την ταυτότητα (μπρος πίσω)

· την ταυτότητα φοτογραφια δίπλα από το chat( μπρος πίσω)

· μου ζήτησαν bank statement

τα έστειλα όλα καθώς δεν έχω τίποτα να κρύψω. Ο λογαριασμός στο καζίνο είναι στο δικό μου όνομα , δεν έχω φτιάξει άλλον λογαριασμό με το ίδιο email , η κάρτα που χρησιμοποιώ ( revolut ) είναι δικιά μου με τα στοιχεία μου. Η μεγάλη μου ανησυχία είναι άμα θα καταφέρω να πάρω τα λεφτά μου. Επίσης θα ήθελα να ζητήσω την δική σας γνώμη για την Casinoin για το άμα είναι αξιόπιστη και γενικά άμα προκειτε να πάρω τα λεφτά της ανάληψης

Thank you for your response. As you may have seen in our review, this casino holds a high safety index of 8.4/10, which reflects a positive track record in player security and support. Additionally, the casino has no unresolved complaints with us, and they have shown a commitment to working through player issues.

I understand that waiting can be frustrating, but if your verification documents meet the required format and include all the requested information—and if all gameplay rules have been followed—there’s every reason to expect that your winnings will be processed. However, as mentioned earlier, the KYC (Know Your Customer) process can take several working days, so patience is essential during this time.

Could you let me know if there have been any recent updates on the verification of your documents?

Δεν έχω κανένα νέο απλά με έχουν να περιμένω. Μακάρι να πάρω τα λεφτά μου και να τελειώσει όλη αυτή η ταλαιπωρία που περνάω

Thank you very much, rospi, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, rospi!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

μετα απο 15 μερες περιπου καταφερα να παρω ολο το ποσό. Ευχαριστω για την βοηθεια και την κατατοπιση

Dear rospi,

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, 

Pavel K

Casino.Guru