Casinochan - Player's withdrawal is delayed due to document rejection.

Hi...

Since I been playing with casino chan. I haven't sent me documents because I don't feel like withdrawing a small amount and give my identification. Now that I won over $2500 I wanted to submit my identification so I can make a withdrawal.. but everytime I upload the required documents I keep getting rejected no matter how many times I would take a newer cleared photo straighter photo correct lighting etc... it would still give me a rejected status.

I also tried to make a withdrawal while I rejected with my documentation. It wouldn't even let me put a withdrawal through...

I kept getting an error..

My chat support advised me to try and open up an incognito page and make another deposit and see if it works..

What the??

Dear francistolentino8446,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. To help clarify your situation and assist you better, I would like to ask a few questions:

• Could you please confirm whether the photographs of your ID were clear enough for the casino's verification department to read all the textual information?

When uploading documents for verification, it is important that the images are of high quality. All text should be easily readable, and if a selfie is required, your face should be fully visible and not obstructed by the document.

• Could you also let me know your country of residence?
• Lastly, have you used any VPN or IP-masking software to hide your true location while accessing the casino website?

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

Best regards

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear francistolentino8446,

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.