The player from Portugal had completed the identity check and attempted to withdraw funds, but the casino kept rejecting her proof of address. She was frustrated with the lack of assistance from customer support. The player decided to mark the complaint as resolved, indicating a satisfactory outcome.
Fridayroll Casino - Player's withdrawal is delayed due to conflicting requests.
Resolved
Our verdict
Case closed
Amount: €600
Fridayroll Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
I have an account at this casino, I successfully completed the identity check and played the slots and some sports bets as normal.
When I went to request a withdrawal, I was asked to send proof of address.
I submitted my bank statement to confirm my address. What is my surprise when this casino constantly rejects my proof of address saying that the document is not necessary !!!
So they ask for proof of address and then when I send it, they reject it because they say it's not necessary. So they won't let me withdraw without verifying the address, but when I send the proof they say I don't need to send anything?
This casino is a scam, they'll do anything to get you not to pay. The chat is useless because it doesn't help at all and they simply don't want to know.
Automatic translation:
Public
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3 months 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 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fridayroll Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you attempted to submit any alternative documents as your proof of address from the list mentioned on the casino's website? Please note that some online casinos don't accept bank statements as proof of address.
- Did you achieve your current balance with the help of a bonus?
- Have you contacted casino support and asked them for assistance?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mary412,
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,
Tomas
