Cleos VIP Room Casino - Player’s struggling to withdraw her winnings.

Hi,

To receive my cash payout I had to submit an I'd and a bill w my mailing address and form of theirs to fill out . I was able to get approved my ID & billing statement. Their form was rejected for not high quality photo too blurt not readable several well I been calling and getting Vmail right away and I email and never get responses. I have emails w correspondance. Please help me figure why I have never received money.

Dear Cdawa,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal 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 casinos takes KYC lightly. I would suggest contacting the casino and find out which documents are needed and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Is there any relevant communication which could be forwarded to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Cdawa,

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.

Thank you very much, Cdawa, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Cdawa,

I looked at your complaint and will do my best to help you. I would like to invite Cleos VIP Room Casino into this conversation. Can you please specify what is the problem with player's verification?

We would like to ask the Cleos VIP Room Casino to reply to 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.