Bananzia Casino - Player's withdrawal is delayed and documents are repeatedly canceled.

First withdrawal went fine then the second asked for documents which i sent and keep cancelling them everytime they cancel im waiting another 3 days its getting a joke now spoke to chat which sounds like a ROBOT spoke through email and they sound like robots to

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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

I have uploaded all sorts United utilities phone bills council letters payment letters ive done them all my first withdrawal went fine but now on second one asking for all sorts and keep cancelling them then you have to wait another 3days its getting a joke now and i uploaded my passport that was verified then they asked for selfie with passport and keep cancelling that i asked chat why they keep cancelling and they said they didnt have a reason ive got screenshots of the live chat saying this thanks

Cancelled my withdrawal once again saying my selfie with passport now its getting an absolute joke this site ive sent over selfie after selfie and now got to wait another 3days for reply!

Approved my passport selfie now cancelled again asking for even more proof this is getting a joke asking for very private documents like p60s wage slips bank statements etc i want this sorting now got to wait another 3 days

Its come to a point no were ive asked them to close the account with the 500 init its stressful and its a joke waiting on it getting cancelled over and over again so ive asked to close my account

Hello,

I’m sorry to hear that the situation has been so frustrating for you. I understand your decision to close the account.

Please let me know whether you would like us to continue with the complaint and try to assist you with the pending funds, or whether you would prefer us to close the complaint as well.

Best regards,

Attila

I want to carry on with the complaint please

Cancelled withdrawal yet again this is getting a absolute joke now! Asking for 3 month's wage slips which ive already given this site literally has all my personal documents! Are you going to help me or not!

Your sites just as bad as theres takes days for replys and dont even say what your going to do!

They have now closed my account with the £500 in there

this is were it was at on the 24th August clearly shows the £500 in the account

and that was the 24th August i took that screenshot so i won another £500 Which they trying to say ive had on the 2nd which i did receive a withdrawal this second win was the nightmare

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi are you still investigating my claim thanks

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, Martina (martina.b@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,

Attila

Dear Emma1710,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Bananzia Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

recived this today yes i signed up won £500 then i deposited again and won another £500 then they asked for every id in the world then closed my account with the 500 still init and this is the emails i just keep getting back!