The player from Brazil had been trying to withdraw his winnings for 12 months but faced verification issues, as the system did not allow him to send the necessary documents. He had also emailed the documents without receiving account validation. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The player retained the option to reopen the complaint by resuming communication.
777vault Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 4,000 R$
777vault Casino
Safety Index 5.7 Below averageCase summary
Discussion
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7 months ago
Translation
I won and I'm trying to withdraw it, but it asks for verification.
When I go to check, it doesn't go to the screen to send the documents.
I've already sent them by e-mail and so far they haven't validated the account.
Automatic translation:
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7 months ago
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.
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7 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation:
- Which documents did you send to the casino for verification, and on which dates were they sent?
- Have you made sure to use the correct email address of the casino customer support?
- How long have you been experiencing difficulties uploading the documents directly into your casino profile?
- Have you contacted customer support to ask about the problems with accessing the verification section?
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
Veronika
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7 months ago
Dear edservidor,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
