The player from the United Kingdom faces repeated document requests for verification to withdraw their winnings, despite having provided valid documents multiple times over the past three weeks. They receive only generic auto responses from the casino.
Daytonaspin Casino - Player's withdrawal is delayed due to repeated verification requests.
Opened
Current status
Waiting for Casino Guru to reply
3d 18h 18m 19s
Daytonaspin Casino
Safety Index 3.7 LowCase summary
Discussion
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5 days ago
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.
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3 days 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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3 days ago
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
