Gamble City Casino - Player's withdrawal is delayed due to KYC verification issues.

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Hello,

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 are able to 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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

Hello Attila,

Thank you for your reply.

Yes, I provided the requested documents as soon as possible and in the format requested by the casino.

Here is the timeline of the documents I submitted:

1. On 11 May 2026, I submitted my identity document for KYC verification.

2. After the casino stated that the file could not be opened and requested a clearer/original soft copy, I resubmitted the identity verification documents in clear and readable format.

3. On 13 May 2026, I submitted a selfie verification with a memo containing my User ID, signature, site name, and date, as requested.

4. On 13 May 2026, I submitted proof of my deposits. I explained that I made three deposits in total: two cryptocurrency deposits and one bank transfer. I attached the two crypto transfer records and the bank transfer confirmation.

5. On 13 May 2026, I also submitted an additional bank transaction statement for KYC review.

6. On 18 May 2026, the casino replied that they could only see two transactions and asked me to resend transaction history for a longer period.

7. On the same day, 18 May 2026, I explained that the bank transaction statement I had already provided covered a three-month period, from 11 February 2026 to 11 May 2026. I also explained that this was a newly used bank account and that there were only two transactions during that covered period, so the submitted statement already included all available transactions for that account.

8. On 20 May 2026, I followed up again and asked the casino to confirm whether my KYC file was complete, what exact document was missing if any, and what the expected completion date was.

9. On 30 May 2026, I sent a final written request asking for a clear KYC status, any missing document details, withdrawal status, and expected timeline.

10. On 31 May 2026, the casino replied that they cannot provide an exact date for when the KYC process will be completed and that the review is still ongoing.

Since that 31 May 2026 response, I have not received any clear or substantive update from the casino regarding my KYC status, missing document details, withdrawal status, or expected completion timeline. The casino has also not properly responded to my further follow-up and external complaint notice.

The last document I sent directly to the casino was the bank transaction statement on 13 May 2026, and I later provided explanations and follow-ups on 18 May, 20 May, and 30 May 2026.

The main issue is not that I refused or delayed submitting documents. The issue is that the casino has not confirmed whether my KYC file is complete, has not specified any exact missing document, has not provided an exact additional date range, and has not explained why the already submitted three-month bank statement is insufficient.

I also submitted a complaint through Anjouan Licensing Services Inc. Anjouan opened an official complaint thread and copied the operator, Gamblecity Casino, at support@gamblecity.com. The operator was requested to provide both me and Anjouan Licensing Services Inc. with an update regarding this complaint.

I am ready to provide any further clarification if needed, but I believe I have already submitted all requested documents and responded to the casino’s requests in a timely manner.

Best regards,

[Redacted]

Account ID: [Redacted]

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Attila,

I have sent the requested documents and communication evidence to your email address: attila.g@casino.guru.

The email includes the KYC documents I provided to Gamble City Casino, the relevant communication with the casino’s support team.

Best regards,

[Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Attila,

Thank you for the update.

I understand that my case will now be handled by Lucia as the dedicated Resolver. I will wait for further updates in this thread and will provide any additional information if requested.

Best regards,

[Redacted]

Hello mpolice,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Hello Lucia,

Thank you for taking over my complaint.

I understand that you will try to contact a casino representative outside of this thread.

I will keep you informed if there are any developments from Gamblecity Casino, Anjouan Licensing Services Inc., or any other related channel.

As of now, I have not received any clear update from the casino regarding my KYC verification status, missing document details, withdrawal status, or expected completion timeline.

Best regards,

[Redacted]

Account ID: [Redacted]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mpolice,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S