Daytonaspin Casino - Player's withdrawal is delayed due to repeated verification requests.

They keep asking for documents for verification which I have provided and know that they are valid and what they are asking for but they rejecting the verification and keep asking me to submit documents which I have done several times. it has been at least 3 weeks and still the same, waiting for them to verify. the emails they send are generic auto responses.

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.

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Dear Jon88,

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 can 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.

• Do you still have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi Jean,

Yes, i still have access to my account. They have cleared the ID parts of my verification. But the proof of address and proof of paymemt documents still haven't been cleared. I have sent them a full photo of my gas and electric bill dated within the last 90 days and I have also submitted a bank statement showing the deposit I made on the day I won and specifically highlighted the transaction for them on the statement. I got the winnings without using a bonus. I can forward you the emails shortly.

Thank you

Hi Jean,

I would like to provide you information you can only go through KYC once you initiate a withdrawl.

Thank you for the clarification.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Additionally, please send pending documents (proof of address and payment documents) that you sent to the casino to my email for an independent review.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jon88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean