AuraKasino Casino - Player's withdrawal is delayed.

I keep getting the same answer when I ask about withdrawal, the matter just doesn't progress.

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Dear minde68,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?

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,

Veronika

Hello

I sent Veronika an e-mail about discussions with Aura Casino.

Minna H.

Thank you for your emails. I have reviewed the correspondence you provided, and I have a few additional questions I'd like to ask.

• First of all, which identity documents have you submitted to the casino so far as part of the KYC verification process? Please specify when exactly you submitted these documents and whether any of them have been reviewed and approved by the casino's relevant department.
• Could you also kindly specify which types of games you played to accumulate the winnings you have been trying to withdraw?
• Did you accumulate your winnings with or without an active bonus?

Hello

They haven't asked for any documents, and there's no place for them on the site. I asked yesterday if I could send something. The answer was that they would ask for more information if they needed it. I won the money with a cash deposit. I played basic slots and bought free spins occasionally.

Hello minde68,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The casino stated in multiple email conversations with you that your withdrawal has been delayed due to the KYC verification process.

Could you please clarify whether you have been requested to submit any identity documents, utility bills, or proof of payment to the casino? Have you contacted the casino customer support directly to ask whether any documents are required from you to complete the verification process?

Hello

Nothing has been requested. I have asked several times if I can send something and I always get the same answer. They will send a mail if anything else is needed. I can send the last e-mail I received this morning

Minna H.

Dear minde68

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

My withdrawal request was cancelled on Monday 10.8.26. I was not notified of this. I made a new withdrawal request and contacted support@aurakasino.com . I was informed that the KYC check has not been started because the documents are missing. I have already asked several times before if I can send something. Always the same answer; they ask if they need it. Now I have asked what is missing, I have not received an answer

Hello minde68,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite AuraKasino Casino to join the conversation.

Dear AuraKasino Casino,

I kindly request your assistance in clarifying the status of the player’s withdrawal request, which appears to have experienced an unexpected or perhaps unnecessary delay.

I fully understand and respect that account verification is a standard and necessary procedure within the industry. However, I would appreciate your insight into why this process was not initiated earlier, especially given that the player had been proactively following up on their request. It seems that the verification requirement was only introduced after several weeks had passed, which has naturally caused some confusion and unnecessary delay for the player.

I trust that you share our commitment to transparency and timely resolution, and I would be grateful if you could look into this matter at your earliest convenience. Your prompt attention to this case would be appreciated.

If there are any relevant details or circumstances affecting this situation that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

We would like to ask the 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’ which may negatively affect its rating.

Okay

Dear minde68,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you to submit a complaint with the Kahnawake Gaming Commission (KGC) either via email or via a online form as we explain here: Licensing Authority – Kahnawake Gaming Commission | Casino Guru. The Gaming Authority has more options and tools to help players. You might also find our article How to submit a complaint to a regulator | Casino Guru helpful. Please let me know how they responded and if they were able to help with your case.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru