The player from Ireland had been attempting to withdraw funds for two months but continued to face repeated verification requests despite providing multiple forms of identification and documentation. He questioned whether these constant requests were a tactic to withhold his money. The Complaints Team explained that KYC was a necessary process to ensure funds were sent to the rightful owner and that it might take a few working days to complete. The issue was resolved after the player cooperated with the verification requirements and confirmed resolution. The complaint was marked as resolved by the player.
Gamblezen Casino - Player's withdrawal is delayed due to repeated verification requests.
Resolved
Our verdict
Case closed
Amount: €280
Gamblezen Casino
Safety Index:Very highCase summary
Discussion
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2 days ago
I have been asked to verify my account. I have sent in face recognition. Verified both my email address. Sent in picture of my visa debit card. Verified my skrill account. Sent in bank statement only 2 months old. And still they keep coming back asking for more. Is this just a ploy to keep my money. It's not thousands but no matter what I send In it's not enough. Surly with GDPR they can't keep asking for more. The only thing I couldn't send in was a screen shot of my online account for security reasons my bank won't let me. I have explained this to them still doesn't matter to them
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14 hours 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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14 hours ago
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
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12 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Happydadd,
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,
Attila
