The player from Thailand is facing difficulties withdrawing his winnings after a month of attempts. After winning 100 euros and going through initial verification, he is now being asked for additional documents, including a birth certificate, which he believes is unnecessary. He feels that the casino is not acting fairly.
Beef Casino - Player’s withdrawal has been delayed.
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Beef Casino
Safety Index:HighCase summary
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9 hours ago
Translation
I made a deposit, placed one bet, won 100 euros, canceled the withdrawal and told me to go through verification. I did, made another withdrawal an hour later, they said I needed additional documents for verification. They told me to provide a bunch of selfies and, most importantly, a birth certificate. The bookmaker can't request a birth certificate because identity is confirmed by other documents. I said return the deposit and take the money I won, they said go through verification, so it's a scam casino.
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6 hours 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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6 hours ago
Dear robertodeda,
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?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- 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 in advance for your reply.
Best regards,
Katarina
