32Red Casino UK - Player's account is locked with delayed withdrawals.

It's been nearly 2 months since my account on 32red has been locked. I came to withdraw my winnings totaling £1699.00, but upon doing so my account went into a lockdown.

Since then, I have submitted all requested documents, ranging from pension slips, passport, bank statements AND payslips. My most recent submission being the bank statement being over 12 days ago now. I formally filed a complaint almost a month ago now, I have sent multiple e-mails for updates with no responses, and I get regularly ignored when I try to contact the live chat.

Genuinely at a loss with what I should do at this point. Any advice/support is greatly appreciated.

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.

Dear RyanF321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• What specific reason was given for the lockdown of your account and additional verification?

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

Best regards

Petra