AztecParadise Casino - Player from United Kingdom is facing difficulties with verification after a bonus win.

⭐ 1-Star Review – 

Aztec Paradise Casino

I deposited money and played using their welcome bonus. After meeting the requirements, I tried to withdraw over £3,400, but they’re refusing to release the funds.

I uploaded all the required documents for verification over a week ago, and since then, I’ve received no proper response. Support keeps giving vague answers or doesn’t reply at all.

At this point, it feels like a scam. I’m now contacting my bank to try to recover the money and have reported the issue to Curacao eGaming.

Avoid this site if you’re expecting fair treatment or access to your winnings.

Dear George.m.m,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with AztecParadise Casino. 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? 
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Katarina,

Thank you for your response and for looking into my issue.

I have submitted the following documents for the KYC verification at Aztec Paradise Casino:

A copy of my government-issued ID

Bank statements from both Revolut and Barclays, which serve as proof of address

A screenshot of my Revolut account showing the transaction details

I submitted my initial verification request on 30/05, but for some reason on their website showing different dates.

I noticed when I send and email to verification team they also updated the date when I upload the documents. Clearly saying on they website that it takes up to five working days to be verified. They don’t have any other for of communication apart from live chat, I emailed at both "available complain email" but they don’t exist.

All documents were provided in the correct format and as requested by the casino. Despite this, my account has still not been verified, and I have not been able to withdraw my funds.

Please let me know if you need any further information. I appreciate your support in resolving this matter.

Dear George.m.m,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Hi Katarina,

Thank you for reaching back

I will email you all screenshots and and emails that I have.

Dear George.m.m,

thank you for your reply.

I have received your email and followed up with a response.

Best regards,

Katarina

Dear George.m.m,

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.

Hello,

I have sent you all documents through email with all the evidence that I have.

Just a quick update regarding my documents verification: after nearly one month after submitting my documents they finally accepted it, now I initiated first withdraw of £2500 through bank transfer which I have to wait up to five working days. Fingers crossed they will initiate this transfer but I don’t have much hope.

Kind regards George

Hello,

thank you for your reply and your email.

I am pleased to learn that the verification process has been successfully completed, marking significant progress. Could you please confirm whether the withdrawal has been received?

Looking forward to your reply,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear George.m.m,

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.

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,
Katarina
Casino.Guru