24slots Casino - Player faces delayed verification process.

Hello, I've never made a withdrawal from this casino. I tried to do the automatic verification, but the screen didn't open. I contacted customer support via chat, and they gave me the email address for the verification department. I sent an email but haven't received a reply yet. I don't know how long the verification and withdrawal process takes at this casino, I’m filing a public complaint to start the 14-day countdown.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 casinos cannot physically verify their players’ identities and documents, this is the only way they can complete the verification procedure. This process might take a few working days.

• Could you please specify which documents you emailed to the verification department, when you sent them, and whether you submitted all the required documents in the correct format?
• What exactly happens when you select "Verify ID"? If an error message appears, please upload a screenshot showing it.
• Do I understand correctly that you have not submitted a withdrawal request yet?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina