The player from Ireland faces repeated delays in withdrawing winnings of 3000 USDT despite the casino advertising an instant withdrawal process. After initially providing a passport, he is now asked for a selfie and proof of address without clear instructions on the required documents.
Bitguruz Casino - Player's withdrawal process is delayed.
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Waiting for player to reply
6d 22h 26m 4s
Bitguruz Casino
Safety Index:HighCase summary
Discussion
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16 hours ago
So basically they claim that their withdrawal process is instant and firstly when I deposited crypto it took like 5 minutes to withdraw it was a small amour like 400 usdt then i won like 3000 usdt and they keep deleying me over and over so it s pretty strange to me first they ask only for passport then after I sent that 3 days later the ask me for some selfie with account without specifying what account exactly I need to take my selfie with second they ask me for proof of adress without even telling me what kind of document they do accept for proof of adress . So it s basically trying to delay over and over again so you gamble and lose your money
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1 hour ago
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1 hour ago
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.
- Have you submitted the selfie and proof of address to the casino yet?
For the selfie with your account visible, please make sure to take a photo showing your face and your device with your casino profile open on the page containing your personal information. Ensure that the details on the casino website are easily readable and that your face is fully visible.
A proof of address is usually a utility bill issued within the last three months.
- Has the casino specified their requests for these documents in your most recent communications?
- When was the last time the casino communicated with you regarding the verification of your account?
- What types of games did you play to accumulate the winnings you are trying to withdraw?
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
