AvoCasino - Player’s withdrawal is delayed due to KYC issues.

I made a withdrawal request of 500 USDT on 31 March 2026. It is still "pending" 21 days later. The reason appears to be a KYC dispute that, on the evidence, does not actually exist.

**What the casino itself tells me:**

- My account's KYC Documents page shows Identity, Payment Method, and Address all marked "Verification completed / Verified." Both KYC Contacts and KYC Documents show green ticks.

- Live chat (agent Rick, 20 April): *"I've checked your account and don't see any additional document requirements."*

**What the VIP manager tells me:**

The VIP manager claims documents are missing but has refused — across multiple direct requests — to say which ones. The same manager has signed emails as "Andrew," then "Jay" (signing off as Sam), then "Sam," and once referred to the casino as "AeroBet" in an email that was supposedly about my AvoCasino account. This does not inspire confidence that anyone is actually looking at my file.

When I asked plainly what was needed, the response was that it's *my* responsibility to know what I've submitted and to "resend all required documents." This is not a verification request — it is a stall. A legitimate KYC request names the document.

**Timeline:**

- 31 March: Withdrawal requested. Still pending.

- 16 April: VIP manager emails me unprompted to congratulate me on my wins. No mention of any KYC issue.

- 17 April: I ask about the delay. Told it's being escalated to Finance.

- 20 April: After chasing, told documents are missing — but not which.

- 20 April: I ask three times for specifics. Told to resend everything and that knowing what's missing is my problem, not theirs.

- 20 April: Live chat confirms no documents are outstanding.

**What I want:**

Either my withdrawal paid, or one specific, named document the casino actually needs. I'm not willing to re-submit a full KYC pack on the word of a manager who won't name a single requirement and whose own support team and account dashboard contradict him.

I have screenshots of the KYC page showing full verification, the transaction history showing the pending withdrawal, the full email thread, and the chat transcript. All available on request.

Important notice:

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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 you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Are you able to upload any additional documents directly to your casino profile, or are you required to send them to the relevant department via email?
• Please forward your communication with customer support regarding the issues with your account verification to veronika.f@casino.guru.

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

Hi,

I was playing slots. I accumulated the winnings without a bonus. I am unable to upload any more docs directly to the website because it reflects that everything is uploaded already. I have forwarded you the emails.

Dear bim900129

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, Jana (jana.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

Dear bim900129,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite AvoCasino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

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.

Dear CasinoGuru team, dear bim900129,

Thank you for you patience regarding this matter. We currently investigating this case in detail and will come back shortly with the answer.