The player from Germany encountered issues with withdrawing money as the casino had received all necessary documents but was still refusing his request. He sought support in resolving this matter. The issue was related to KYC verification, as the casino was holding up the withdrawal while checking his documents. We asked for details about which documents had been sent and when, and the complaint was later marked as resolved by the player. The case was therefore closed as resolved in our system.
Atefia Casino - Player’s withdrawal is being delayed.
Resolved
Our verdict
Case closed
Amount: €700
Atefia Casino
Safety Index 5.8 Below averageCase summary
Discussion
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4 weeks ago
Translation
Hello everyone,
Unfortunately, the casino is trying to stall me. They've received all the necessary documents and are still refusing. I've uploaded the documents I sent them.
I'm hoping for great support again and thank you in advance ❤
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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4 weeks 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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4 weeks ago
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 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 takes 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?
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,
Attila
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4 weeks ago
TranslationHello,
Thank you so much for the quick reply.
Currently, I only have my ID and bank account details confirmed.
Currently, they still require proof of address (e.g., pension statement, payslip, gas bill, etc.) and proof of bank deposit.
I already uploaded these two documents and they were rejected. Today I spoke with their support team and uploaded them again. I'm now waiting for their response.
I have already uploaded my documents here with you.
Best regards
Automatic translation:
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Endogs,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
