Bitdreams Casino - Player's withdrawal is delayed due to verification issues.

Hello,

i verified my account and clicked on marketing add from crypto casino I played with crypto.

" To continue with your account verification, we request that you share the source of the transaction received (crypto) on 2024-11-26 (0.285 ETH). We need proof of the above incoming transaction, like a bank statement of the source account."

I asked support what it meant. They didn't really know. I said it was a private payment to an account for a crypto swap. I showed them my statement from the bank with my salary on there provided a pay slip and the transfer to the person I got the crypto from.

Now they want a bank statement from another person that i don't know that well.

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.

1. When exactly did the casino ask you to provide the source of the crypto transaction received on 2024-11-26?
2. Could you please specify if the person who sent you the 0.285 ETH also has an account at this casino?
3. Did you transfer this amount into the casino immediately after you received it from that person?
4. Do you have any screenshots or transaction records from your crypto wallet showing the 0.285 ETH deposit?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Redeagle,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.